no finger print scanner

[phiaphia14]

Hello,

I’m reaching out for help with my HP Pavilion x360 Convertible 14-dw1000 laptop 

The fingerprint sensor is not functioning, and I keep receiving a error in Device Manager that says:
“Windows has stopped this device because it has reported problems.”

I’ve already tried the following troubleshooting steps:

• Uninstalled and reinstalled the driver (the ELAN Fingerprint Sensor Driver)

• Checked Windows Updates

• Used HP Support Assistant (says all drivers are up to date)

Despite this, the fingerprint recognition option  is still unavailable. I’d appreciate any guidance or known fixes related to this issue. Please let me know if this is a known hardware problem or if there’s an updated driver/firmware I can install.

Thank you for your assistance.

[Garp_senchau]

@phiaphia14,Welcome to HP Support Community,

Thank you for posting your query; I’m here to help by guiding you through steps to resolve this issue

Update Fingerprint Driver

Visit HP’s website and check for the latest fingerprint sensor driver for your laptop model.

If your driver is up to date, try uninstalling and reinstalling it again through Device Manager.

Roll Back Driver

If you recently updated the driver and the problem started, try rolling it back to a previous version. Go to Device Manager > Fingerprint Sensor > Properties > Driver tab > Roll Back Driver (if available).

Check for Windows Issues

Run the Hardware and Devices Troubleshooter: Go to Settings > Update & Security > Troubleshoot.

Run sfc /scannow in Command Prompt (Admin) to fix any system file issues.

Update BIOS

Visit the HP website to check for a BIOS update for your laptop model. Follow the instructions carefully to update it.

Remove and Re-enroll Fingerprint

Go to Settings > Accounts > Sign-in options > Windows Hello Fingerprint and remove the fingerprint. Then, re-enroll it.

Try a System Restore

If the fingerprint sensor worked before, restore your system to an earlier point when it was functioning. Search for Create a restore point and follow the steps under System Restore.

Also, refer to this guide:HP Notebook PCs - Fingerprint reader troubleshooting (Windows 10) | HP® Support

I hope this helps.

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

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Regards,