Windows Hello

[Karligas]

Hello! I just bought my pc elitebook that has windows 11 and i have a problem. I wanted to add the laptop a fingerprint sign-in, but when I go to choose the fingerprint recognition option it says "This option is not available" and "Something went wrong. Try again later." The same thing happens with facial recognition and pin options ass well. Basically with windows hello. What should I do to fix it?

[Dragon-Fur]

@Karligas 

Welcome to the HP Community --

Brand new computers generally need one or more rounds of Windows Updates to add / update Windows Drivers.

Optionally, add (in the Advanced section of Windows Updates) the feature to "Update other Microsoft products".

Next,

If you have not done so, check the Device Manager for the type of biometric devices(s) detected in the system:

Biometrics - fingerprint sensor

Cameras

Biometric devices - Fingerprint sensor

Cameras - IR type camera  (Windows Hello Facial Recognition)

=========================

Fingerprint reader

If your system does not have a fingerprint sensor and the option is available on your series, the sensor can be purchased and installed.

Depending on the model, the fingerprint sensor might be integrated into the top cover / keyboard area.

=========================

Webcam / Camera

Windows Hello facial recognition requires an IR type camera.

Example - Device Manager - Biometric devices - Fingerprint sensor / Cameras

Device_Manager_Biometrics_Camera_1

Example - Device Manager - Biometric devices - Fingerprint sensor - Properties

Next,

If the fingerprint sensor is installed / detected in the hardware,

If not done, open the computer's home page > Software and Drivers > Check / Update the Fingerprint sensor driver.

References / Resources

Windows Face - Known Solutions:

HP PCs - Troubleshooting Windows Hello Face Recognition

HP Device Home Page - References and Resources

Learn about your Device - Solve Problems

When the website support page opens, Select (as available) a Category > Topic > Subtopic

NOTE: Content depends on device type and Operating System

Categories: Alerts, Warranty Check, Security & Viruses, Software and Drivers, Setup & User Guides, Product Specifications, Accounts and Registration, Warranty & Repair

Open

 HP Product Home

 Enter the device type and model name of your HP product

Thank you for participating in the HP Community --

People who own, use, and support HP devices.

Click Yes to say Thank You

Question / Concern Answered, Click my Post "Accept as Solution"

[Karligas]

Thank you for this detailed explanation. I really appreciate it, but unfortunately I couldn't solve the problem. First of all, 

I can not click on the "Update other Microsoft Products" because it shows up like this

as for when i go to device manager > Biometrics only thing that shows up is facial recognition even though i know this pc has fingerprint sensor.

I still tried to do what you suggested so that at least facial recognition would be available but i dont have the power management button for facial recognition

lastly i dont know if it's helpful or not but this is what shows up when I click on the "view all events"

[Dragon-Fur]

@Karligas 

I don't know.

I agree none of it works.

I suspect missing hardware, unsupported version of Windows installed, or missing / unsupported HP software / drivers for your installed version of Windows.

Observations -

==========================================

Fingerprint Sensor - Missing / Not Detected

Less likely, certainly possible, Fingerprint sensor is installed in the hardware and is non-functional (broken).

In general,

If the fingerprint sensor is not detected in the Device Manager, it is either not physically installed in the hardware, or the Device Manager cannot detect the hardware.

Why not detected if physically installed?

Guesses

• Hardware error - sensor not functional
• Windows 11 is not fully supported on the hardware, and / or there is no driver support for this hardware.

----------------------------------------------------

Check the hardware

Without the advantage of knowing the exact model name / product number of your computer, I cannot look up the hardware options or even whether there are any HP software and driver updates for your system and Windows 11.

Fortunately, you can check the information for yourself.

Open the Maintenance and Service Guide for your system.

Check whether the fingerprint sensor is a hardware option, including the location of the sensor.

Open

 HP Product Home

 Enter the device type and model name of your HP product

Open Category "Setup and User Guides"

Look for and open the "Maintenance and Service Guide" (exact name of the guide can vary)

Search for the word "Fingerprint"

What else?

Assuming the fingerprint sensor is an option for your system model,

Use another method to check whether the system can (should??) detect the hardware.

If the software is available in your region (location on the planet),

If you wish to do so,

Consider:

System Information Software

Belarc Advisor

Opt for the Personal / Free version

Example listing from results in section "Other Devices"

Facial Recognition (Windows Hello) Software Device
Synaptics FS7605 Touch Fingerprint Sensor with PurePrint(TM)

...

and

HP HD Camera
HP IR Camera

---------------------------------------------

Section Software Versions and Usage

Microsoft.WindowsCamera version 2023.2305.4.0 (64-bit)

 Synaptics - Fingerprint Sensor Software Suite. version 6.0.117.1110 (64-bit)

What else?

• Find / use a different software to detect hardware in the computer - search the net for what is available in your region.
• After reading the service guide on the subject, open the computer case and look inside for the sensor.

==========================================

Device Manager - Biometric devices

True - Facial Recognition (Windows Hello) Software Device does not include a Power Management section.

Facial Recognition is software -- it depends on the IR camera but the feature itself is not hardware.

There is no power option because there is no hardware.

The Event errors appear to confirm that the Windows driver options are not installed by Windows, the driver is not supported in your version / build or Windows, or that there are errors in the build, type, or load of the installed Windows Operating System.

No, I do not know the source of the error.

Perhaps it is as simple as the account type (must be type admin) or the Microsoft account used to sign into the system.

?

==========================================

Windows Update - Optional - "receive updates for other Microsoft products" not available windows 11

For the purpose of finding / installing Updates for the fingerprint sensor, using Windows Hello Facial Recognition, or keeping Windows current for the purpose of updating standard / supported options, the "updates for other products" is not needed. 

No, I don't know the reason your Windows 11 installation lacks the option.

Possible places to check -- then search on the 'net for related articles.

Is the Windows 11 on your system a native / clean install or an upgrade?

Is the Windows 11 installed on a system that is meant to support Windows 11?

What?

If the system is not meant to run Windows 11 and the version was loaded on an "ineligible" system platform, it's possible (likely?) there will be limitations and perhaps issues / errors on occasion.

Version / type?  Windows 11 Home or Windows 11 Pro? 

Not known that you are trying to run Windows Updates over metered Internet, though it might make a difference if you are doing so.  ?

=============================================

References / Resources

Windows Face - Known Solutions:

HP PCs - Troubleshooting Windows Hello Face Recognition

HP Device Home Page - References and Resources

Learn about your Device - Solve Problems

When the website support page opens, Select (as available) a Category > Topic > Subtopic

NOTE: Content depends on device type and Operating System

Categories: Alerts, Warranty Check, Security & Viruses, Software and Drivers, Setup & User Guides, Product Specifications, Accounts and Registration, Warranty & Repair

Open

 HP Product Home

 Enter the device type and model name of your HP product

Thank you for participating in the HP Community --

People who own, use, and support HP devices.

Click Yes to say Thank You

Question / Concern Answered, Click my Post "Accept as Solution"

[Karligas]

thank you again for the detailed explanations and solution options. I will try these as soon as possible. I really appreciate your help