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
    2021-05-16T19:37:13+00:00

    Sorry to hear about your issue. I've had the "fingerprint reader not found" problem off and on for months--something is unstable about fingerprint reading. Usually I just restarted the machine and the problem would go away for a while. But the latest update seems to have solved my problem. My laptop is an HP ProBook, though, and so its internals are not necessarily the same as those found in other devices. If an update seems to screw up your fingerprint reading, at least try restarting, or doing a little checking on whether the relevant Windows services are running, before uninstalling the update. One could also reinstall the update to see if it causes the same problem to occur. I know--frustrating and time-consuming when stuff like this happens.

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  2. Anonymous
    2021-05-16T15:29:51+00:00

    Also having this issue. Fingerprint scanner has worked fine until the most recent update, now it's behaving like I don't have one at all. Biometrics doesn't show in device manager.

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  3. Anonymous
    2021-05-15T13:00:01+00:00

    i had a similar issue today, just got my brand new Samsung Galaxy Book pro 360 yesterday, its been working great, i installed all the updates yesterday and late in the night e.t.c. all the suddon this morning the fingerprint sensor keeps telling me its dirty, and only works 1/10 times on the right third of the sensor. finally i go, and uninstall the latest windows update done like 6 hours prior to the issue, and now its working again.

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  4. Anonymous
    2021-04-27T10:11:54+00:00

    On this one my laptop is not showing start

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