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.

0 comments
Answer accepted by question author
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.

Was this answer helpful?

1200+ people found this answer helpful.
0 comments

143 additional answers

Sort by: Oldest
Most helpful Newest Oldest
  1. Anonymous
    2021-08-24T12:43:17+00:00

    its are not allowing me to click on start option. please reply asap

    Was this answer helpful?

    0 comments
  2. Anonymous
    2021-08-24T12:46:54+00:00

    it didnt work on my laptop please tell me how to fix this issue asap

    Was this answer helpful?

    0 comments
  3. Anonymous
    2021-08-24T14:05:35+00:00

    I tried and it failed anyway.

    My Biometric device in Device Manager is up to date. And the "windows biometric service" is on "automatic", I clicked on start anyway and then OK.

    The HP web-site was not usefull.

    Is anything else I could do?

    My fingerprint is not working still. So anoying and disappoiting.

    Regardas, Caroline

    Was this answer helpful?

    0 comments
  4. Anonymous
    2021-08-24T20:07:41+00:00

    This problem is unrelated to the Fingerprint Reader not working but I was having this issue too. I would click the Start button and nothing would happen - no menus would show up. I search another tread and found an answer that fixes it for me.

    1. Bring up the Task Manager (you can right click on an empty location on the task bar at the bottom of your screen OR do CTRL-ALT-DEL and select Task Manager).
    2. On the Processes tab (the first tab on the left) scroll all the way down to the bottom, in the Windows Processes group and look for Windows Explorer - it's alphabetical so it's only a few up from the bottom).
    3. Select Windows Explorer and click the Restart button in the bottom right corner.

    This has worked for me every time. I hope it works for you. As I said, this is unrelated to the Fingerprint Reader problem (which I had but then miraculously it was fixed with the last large Windows update - I think it was the 21H1 updated in Feb 2021).

    Good luck to you.

    Was this answer helpful?

    0 comments