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
    2020-06-25T00:43:42+00:00

    Hello.  At the time this started I know it had just done a Windows update.  I'd have to look back at my original post, I think at that time it was version 1908.  My current version is 1909.  I checked for hidden biometric drivers and there are none.  I've done the driver update and it says I have the latest driver.  I have an LG Gram laptop and as far as I can tell I have the latest driver (I don't find the driver specifically on their website but they have a LG Update Center app on the laptop that says I'm up to date).  Under Services.msc it was already set to Automatic.

    Here is what it says under Device Manager.

    I would love to be able to use my built in fingerprint reader again.  It was one of the main features of the laptop.

    All help is appreciated.  Thanks

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  2. Anonymous
    2020-07-01T15:40:16+00:00

    Thanks bro, it worked :) :) :D

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  3. Anonymous
    2020-07-05T15:40:39+00:00

    Hi, I've tried all the steps but it is still not working.

    This problem existed after a Windows update, so appreciate if Windows team can fix the bugs and provide another update to address this issue.

    Thanks

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  4. Anonymous
    2020-07-16T17:27:31+00:00

    Hi guys , i have hp elitebook with synaptics fingerprint and i was going through the same problem . I downloaded the driver for fingerprint reader from manufacturer's website and it had 3 options to repair , install and to remove . Since  repairing option did not work , i removed the driver . and again installed it using the same process . It worked for me , hope it works for you guys as well !

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