Fingerprint sensor not working after shutdown.

[John_95062]

my Aero 13 refuses reading fingerprints, sporadically, but most of the time after booting from off-state (waking from Hibernate/deep sleep)

When waking up from S3 sleep sometimes works normally.

ALL UPDATES FROM WINDOWS UPDATE AND HP SUPPORT ASSISTANT ARE APPLIED AND UP TO DATE.

Tried this:

go into Device Manager, get into the fingerprint sensor's properties, and uncheck the "Allow the computer to turn off this device to save power" option in the Power Management tab. 

Tried re-creating a power profile from scratch.

Didn't work.

Is there a fix or workaround without keeping it always on?

[Raj_05]

Hi @John_95062,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

It sounds like you've already done quite a bit of troubleshooting. Here are a few additional steps you might consider to address the fingerprint sensor issue on your HP Pavilion Aero 13.

Update or Reinstall Drivers:

• Go to Device Manager, find your fingerprint sensor under "Biometric devices," and update the driver. If that doesn’t work, try uninstalling the driver and restarting your laptop to reinstall it automatically.

BIOS Update:

• Check if there's a BIOS update available for your laptop on the HP support website. Sometimes BIOS updates can resolve hardware compatibility issues.

Check Windows Biometric Service:

• Press Win + R, type services.msc, and hit Enter. Look for "Windows Biometric Service," ensure it's running, and set its startup type to "Automatic."

Power Settings Adjustment:

• Go to Control Panel > Power Options > Change plan settings > Change advanced power settings. Check the settings for "PCI Express" and "Link State Power Management" and set them to "Off" or "Maximum Performance."

Reset Fingerprint Data:

• Delete all existing fingerprints in Windows Hello settings and re-enroll your fingerprints. Sometimes re-enrolling can resolve recognition issues.

Check for Conflicting Software:

• Sometimes third-party security or system software can interfere with fingerprint sensors. Try temporarily disabling or uninstalling such software to see if it makes a difference.

I hope this helps.

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Alden4

HP Support 

[John_95062]

The only thing I haven't tried is the "link state power management" which I'm trying now.  All the other suggestions were tried unsuccessfully, but I'll report back on this final test soon.

[Raj_05]

Hi @John_95062,

Thank you for your response, 

Please feel free to reach out to us. We are here to assist you and provide any necessary support.

I will be archiving this case for now however, you can respond to the same thread to continue the conversation.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Take care and have a great day ahead!

Alden4

HP Support 

[John_95062]

It seems like changing the link state power management setting fixed the problem.  Thank you!

[John_95062]

Actually did not fix the problem, since the problem is intermittent, it seemed to be fixed but I just didn't wait long enough for it to recur.  So none of the suggestions helped.

[Raj_05]

Hi @John_95062,

Thank you for your response, 

I'm sending a private message to assist you with the next action.

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

I hope this helps! Keep me posted.

Alden4

HP Support