Windows Hello Fingerprint not working

Anonymous
2019-12-17T11:18:46+00:00

Hi

I have a problem with windows hello on my laptop. In the normal settings, it says "We couldn't find a fingerprint scanner compatible with Windows Hello Fingerprint".

This problem has been around for about a month a half now, hoping that a software update would fix it. It hasn't been fixed. My laptop is a hp envy x360 convertible ds-0xxx. This laptop has a fingerprint reader on it, and it worked for when I got it.

I have tried all of the obvious things, like shut down and restart. I have looked into other people's similar problems, non of those fixes work.

In device manager, it doesn't say that there is a biometric catergory, to find the device in said catergory. [see photo...]

I have check mostly everything to check if something needs updating, but nothing does.

On the lock screen, it says "Something went wrong on our end".

Can someone help please, nothing makes any sense at all.

***Modified title from: windows hello won't work***

Windows for home | Windows 10 | Windows Hello, lock screen and sign-in

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

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Anonymous
2020-10-14T04:07:04+00:00

I had the same problem as everyone else and finally decided to try and fix the problem.  Under my device manage I had the little yellow triangle that signaled an error of some sort.  Synaptics WBDI SGX was the driver name.  Tried everything listed in the various replies of this thread without any luck.  I even tried updating the drivers and got the message that they were already up to date.  Finally I decided to try a different update that I had dismissed previously and it worked instantly!  

What I did that finally worked was this:

windows + X

click on device manager

right click on the driver under Biometric Devices (If it is hidden click view and then show hidden devices to see it)

click update driver

click the SECOND option which says BROWSE MY COMPUTER for drivers. (The first option just told me the best drivers were already installed.)

Click let me pick from a list of available drivers on my computer

Click the driver listed.  (I only had one listed and it was the same as the one I was trying to fix Synaptics WBDI SGX)

Click next

Let the install complete.

At this point my yellow triangle vanished.

I then went straight to my sign in options setting screen (which you can type in the search bar for easy access) and when I clicked windows hello fingerprint it said it was ready for me to use!  No restart required.

I share this in the hopes that it helps someone else who had no luck with any of the other methods listed.

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  1. Anonymous
    2020-05-11T12:08:21+00:00

    I have been trying to "fix" this issue with the fingerprint scanner suddenly not working on a 4 month old Lenovo S740 Ideapad...My fingerprint in windows hello worked fine until it didn't.......I have tried ALL the great fixes listed in the forum from 2018-May 2020 to no avail. I have found on another forum that the most recent Windows 10 update version 1909 OS build 18363 causes the fingerprint scanner and facial biometrics to "EXIT" the system and that this is a limitation of Windows 10 yet to be fixed!!!...So 'EXIT' means it vanishes somehow....I tried updating my driver, uninstalling, installing, roll back not an option allowed, restoring, enabling within BIOS, every tip shown has not gotten me back to being able to use the fingerprint scanner or facial....It is not a specific computer brand issue,  it is Windows update that did this....unbelievable....it continues to NOT BE COMPATIBLE with windows Hello...

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  2. Anonymous
    2020-05-08T16:37:55+00:00

    I am having the same problem with a newly purchased HP Envy. It worked after first set-up for a few weeks then suddenly stopped working.  I've followed all of the steps above and it hasn't resolved the issue. I have also tried to Roll Back the device but the button is grayed out and can't be deselected. Do you have any other suggestions or information on when a fix might be available?

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