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Florio60
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After latest Windows update, fingerprint scanner no longer offered as option for logging in

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HP ENVY - 17-ce0005nl
Microsoft Windows 10 (64-bit)

I don't know if this has happened to anyone else, but since the latest Window update (I now have version 2004) the fingerprint sensor on my Envy 17" laptop no longer functions. Not only that, but it is no longer offered as one of the options for logging into Windows; now I have to use either the PIN or my Windows account password. What's the use of having a fingerprint sensor if it is no longer functioning (admittedly, it didn't work 100% of the time before, but I did use it).

 

I have tried updating the driver from Device Manager, but I keep being told that my computer already has the best version (a later version IS available on the HP website, but I cannot install it. I either get a message saying that "the driver is not supported on this OS version (10.0.19041)" or, if I click on the downloaded file itself, the message "failed to extract CAB".

 

I've only had this laptop for 11 months, and am very happy with it. The few problems I've had have been related to hardware issues.

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Florio60
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I've fortunately managed to solve the problem without having to resort to a System Restore or a Reset.

It turns out that it was simply a question of resetting my sign in preferences for Windows Hello after the most recent update.

 

Thanks for your help.

View solution in original post

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KrazyToad
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@Florio60

 

Welcome to HP Community

 

I have gone through your Post and would like to help

 

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

 

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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Florio60
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Many thanks, KrazyToad.

 

I've followed your suggestions. There was only one non-related driver to download and install using HP Support Assistant, while I regularly keep Windows updated.

 

 I am now pretty much convinced that this issue with the fingerprint sensor is due to one of the latest Windows updates, and in particular an update to Windows 'Hello', as I've seen that even non HP computer owners have been struck with the same problem. In any case, I would like to know why I cannot install the latest fingerprint sensor driver.

 

Florio

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KrazyToad
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@Florio60

 

I suggest you perform a System Restore to an earlier time before the issue started

 

Link: https://support.hp.com/in-en/document/c03327545

 

If the issue persists please perform a Reset. Link: https://support.hp.com/in-en/document/c04742289

 

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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Florio60
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I've fortunately managed to solve the problem without having to resort to a System Restore or a Reset.

It turns out that it was simply a question of resetting my sign in preferences for Windows Hello after the most recent update.

 

Thanks for your help.

View solution in original post

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KrazyToad
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I'm gad you got this sorted out

 

Drop us a message anytime you need help

 

Thank you

KrazyToad
I Am An HP Employee

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