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imAli
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HP Envy x350 15 cn1xxx FIngerprint reader not working

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Envy x350 15 cn1xxx
Microsoft Windows 10 (64-bit)

Hello, I recently bought a HP Envy x360 convertible (bought september. 2019; model cn1xxx). So far it works great, except I cannot get the Fingerprint reader to work. My Problem is: The fingerprint reader shows up in Device Manager as "Synaptics WBDI Fingerprint Reader - sgx SPI 093"  but I can't set up Windows Hello to use it. The Fingerprint reader is obviously recognized by Windows, even in the Windows Hello Setup Page. But sadly I can't set it up. It just gets stuck at the screen you can see in the Attachment. The text in the small window is loosely translated: "Swipe your finger over the fingerprint reader. Continue the swiping motion until Windows Hello setup is complete.". I have used a fingerprint reader and Windows Hello before and on any other Laptop I tried Windows Hello on (many different OEMs and many different Series), as soon as Windows recognizes a finger on the Sensor, the window contents change to a different screen. However this never happens on this Laptop. Does anybody have an idea how to solve this issue? I have already tried the various mathods of installing a different driver and so on.  Thanks in Advance.Untitled.png

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KrazyToad
HP Support Agent
HP Support Agent
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@imAli

 

I have gone through your Post and I understand your concerns

 

I suggest you download and run the HP Support Assistant from this Link: https://www8.hp.com/us/en/campaigns/hpsupportassistant/hpsupport.html?jumpid=va_r602_us/en/any/psg/p...

 

HPSA will automatically search for all the latest drivers for your Notebook

 

  1. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.

    Click Updates in the My notebook pane

  2. Click Check for updates and messages to scan for new updates.

     Updates list in HP Support Center

  3. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.

  4. Click the update name for a description, version number, and file size.

  5. Select the box next to any updates you want to install, and then click Download and install.

Also ensure Windows is up to date.

 

Select the Start  button, and then go to Settings  > Update & security  > Windows Update , and select Check for updates. If Windows Update says your device is up to date, you have all the updates that are currently available

 

Now try to setup the Fingerprint again

 

Keep me posted how it goes

 

Thank you and have a wonderful day 😊

 

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.

KrazyToad
I Am An HP Employee

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