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DiCE-Ontrack
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Solved!

Fingerprint scanner suddenly not working on brand new Envy notebook

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Envy x360 2019
Microsoft Windows 10 (64-bit)

Fingerprint scanning has been working since purchased a couple of weeks ago, suddenly states fingerprint scanner is having trouble recognizing you, Make sure your sensor is clean.  have cleaned the sensor, still not working.  Would love some assistance or ideas here if possible. 

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KrazyToad
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@DiCE-Ontrack

 

I'm glad you got this issue sorted out

 

Do visit our HP Support Community and drop us a message anytime you need help 😊

 

 

KrazyToad
I Am An HP Employee

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The_Fossette
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@DiCE-Ontrack,

 

Welcome to the HP Support Community!

 

What is the exact model for your computer?

 

Meanwhile, I recommend you uninstall the fingerprint reader driver from device manager and then download and install it from the below link.

 

https://support.hp.com/in-en/drivers

 

Here is how it is done.

  1. Type "Device Manager" into the search field to open the device manager console.
  2. Expand the node that represents the type of device that you want to uninstall, right-click the device entry, and click Uninstall.
  3. On the Confirm Device Removal dialog box, click OK to start the uninstall process.
  4. When the uninstall process is complete, remove the device.

NOTE: On the Confirm Device Removal dialog box, click the Delete the driver software for this device option to delete the driver package that was used for the device.

 

Let me know how it goes and you have a great day!

 

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

 

Cheers!

 

The_Fossette
I am an HP Employee

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DiCE-Ontrack
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Thank you for your reply.  Seems a Microsoft update screwed up the laptop. Had to take it back to factory settings and start again.  Scanner is now working again at this stage.  

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KrazyToad
HP Support Agent
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@DiCE-Ontrack

 

I'm glad you got this issue sorted out

 

Do visit our HP Support Community and drop us a message anytime you need help 😊

 

 

KrazyToad
I Am An HP Employee

View solution in original post

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