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
    2020-10-23T06:20:34+00:00

    Do search it on youtube there are many ways to solve this issue ..Even  i tried all this didnt work ..

    So i would suggest refer a video on youtube regarding the issue it will be solved in Minutes!!!!

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  2. Anonymous
    2020-10-23T03:17:30+00:00

    I tried the above process but still the same error is coming.

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  3. Anonymous
    2020-10-14T06:02:15+00:00

    Thank you for the suggestion and the detailed steps.  I had not tried that.  Unfortunately after it tries to install the driver it says "Windows encountered a problem installing the drivers for your device.  Windows found drivers for your device but encountered an error while attempting to install them.  FPC Finderprint Reader (Disum)  This device cannot start.  (Code 10)."  :-(

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  4. Anonymous
    2020-09-26T06:29:44+00:00

    After many hours, and updating and going through the Services, bringing back gpedit to my home edition, updating through Windows, updating through Synaptics biometrics (apparently there are some recent updates for security reasons), and updating through HP/my laptop, going through the device manager several times to delete/update drivers in different ways.....

    I found a thread that said you have to have a pin number before you can use the biometrics.

    So.... I signed out of my Microsoft account, made a local account (settings/account), then I signed out of the local account and as I started to sign back into my Microsoft account, I was given the opportunity to make a pin and a fingerprint for my HP pavilion x360. (I dont have the right web camera for the facial recognition). I'm not sure how long it will last, but it does have a slightly different look at the sign in. My fingerprint works, but I still have the error message "this option currently unavailable", in the Settings/Account. In updating, I suggest you update in the Settings/Windows update, and ALSO check out "view optional updates"!! There were several driver updates here that were not in the HP device website. Then reboot several times.

    I hope this lasts. Be well, all!

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