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
    2020-03-27T13:15:35+00:00

    Now, select Automatic from the drop down for Startup type.

    Here in my case Status is still displayed as STOPPING

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  2. Anonymous
    2020-02-06T00:25:45+00:00

    Hi, I am still having issue with the Hello fingerprint and face logins. They worked fine until Windows updated. I tried everything listed above and there is an error message from my Symaptics WBDI Properties. "This devices is not working properly because Windows cannot load the drivers required for this device. (Code 31)  {Operation Failed}  The requested operation was unsuccessful.

    But when I went to update the driver I keep getting a message that "The best drivers for your device are already installed".  When I did the "Run" part of the instructions from previous suggestions the system shows the Biometric devices are running.

    I tried doing the rollback driver that you recommended and that option will not allow me to do anything.

    I really just want to be able to use my face and fingerprint sign-ins again.  HELP!?!

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  3. Anonymous
    2020-02-06T00:13:29+00:00

    I am having the same issue as the original post stated. My computer's fingerprint reader was working properly until the update from windows that installed the "Hello" version of the login options.  In fact when I go to sign-in options the Windows Hello Face and the Windows Hello Fingerprint both say "This option is currently unavailable - click to learn more".  I have clicked on several occasions and it leads me through the same steps of checking for up to date drivers and I am always given the message "The best drivers for your device are already installed".

    I have the Windows 10 version 1903 (OS Build 18362.592).

    My Biometric devices only shows Synaptics WBDI and there is an error symbol over the fingerprint picture.

    When I clicked open the Synaptics WBDI, the status states: "This device is not working properly because Windows cannot load the drivers required for this device. (Code 31) {Operations Failed} The requested operation was unsuccessful.

    When I followed your last suggested steps and did a services.msc run check for the biometrics, The biometrics are showing to be running.

    How can I get my fingerprint reader and face log-ins working again?

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  4. Anonymous
    2020-01-30T23:54:14+00:00

    For anyone who this didn't help.... I rolled it back and still had the issue.  After rolling it back i went and attempted to update the drivers again.  After the rollback the update successfully took and the scanner came back.

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