Elitebooks + Windows Hello lockout

[Roy_Trenneman]

Hello,

We are standardising on HP Elitebooks and we are having a strange issue with a couple of users.

They are unable to log back in with Windows Hello after they step away from their machine and the screen locks. It's impacting 2 devices - both HP Elitebooks and one of them is brand new (the 860 G9)

The other with the same issue is an 840 G8

We have plenty of other 840 G9s and one other 860 G9 purchased at the same time not experiencing the issue.

We already reset Windows and rebuilt it new - the issue remains.

The user swears they are not entering the PIN incorrectly, simply they come back to their desk and it's already locked

Any ideas?

[banhien]

@Roy_Trenneman 

Not all 840 G9/G8 are the same please check product number to see are they the same. For example

            

Your all 840 G9 machines must have same AAAAAAA#ABG   (normally ABG is the code for Australia). Please post back Product numbers of machines which do not support Windows Hello.

Regards.

[Roy_Trenneman]

Hi,

The 2 affected machine product numbers are as follows:

HP Elitebook 860 G9 - 6G9H9PA#ABG

HP Elitebook 840 G8 - 3G0D0PA#ABG

Windows Hello is setup and working, the problem is it locks out even though no attempts to login are made