Unable Setup Windows Hello Fingerprint of Face on HP Laptop (Computer showing wrong driver)

[PatBeeCee]

I am coming here hoping to find someone who will read the issue and help me find a solution. HP Support (5140418506) are giving me the runaround.

We only purchase HP Computers and Servers for our clients and have had only two issues with computers in the past five years.

HP Probook 460 16-inch G11 Notebook PC (A45SZPT) purchased from Dicker Data less than two months ago.

Issue : Synaptics FS7605 Touch Fingerprint Sensor with PurePrint with yellow triangle in Device Manager. Unable setup Windows Hello fingerprint. Connected an external USB fingerprint that is confirmed working on other HP computers. Shows as working in Device Manager but unable setup in Windows Hello.

Originally detected in custom Windows 11 24H2 image that is currently installed on about 30 HP desktops and laptops - Windows Hello Fingerprint & Face working on all without any additional configuration.

Downloaded and installed Windows 11 23H2 & Windows 11 24H2 from Microsoft. Same issue.

Used HP Support Assistant & HP Image Assistant in each instance to install latest drivers and check the installation.

Uninstalled Synaptics FS7605 Touch Fingerprint Sensor with PurePrint and installed HP Universal Fingerprint Driver for NB from the HP Portal for the Laptop.

Logged Case 5140418506 with HP with details of the issue and diagnostics. Case Subject: Unable Setup Windows Hello Fingerprint of Face on HP Laptop (Computer showing wrong driver)

Received reply 3 days later asking if HP image or custom image was used.

Received reply two days later advising that the case had been escalated to "LS2" who advised that the camera was not IR so Windows Hello Face could not be used. No response about fingerprint.

Both responses contained "Apologize for the delay in getting back on the case" and the joke "We aim to deliver best-in-class customer service".

One week after logging case, no sensible response.

[banhien]

@PatBeeCee 

Its manual  https://kaas.hpcloud.hp.com/pdf-public/pdf_10403713_en-US-1.pdf

1. It does NOT support Hello Face Recognition.

2. Fingerprint is OPTIONAL, did you buy that option ?

Regards

[PatBeeCee]

THANK YOU