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Hp pavillion dv7 fingerprint scanner stuck broken

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Pavillion dv6
Microsoft Windows 10 (64-bit)
On powering up laptop it goes to fingerprint scanner. The message on the screen says"try using a longer stroke " like the scanner is stuck open and not reading any fingerprints. It will no let me access ANY other page so I can use alt login.
11 REPLIES 11
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HP Support Agent
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Message 2 of 12
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@TC46

Welcome to the HP Forums 🙂

I would like to take a moment and thank you for using this forum, it is a great place to find answers.

 

As I understand the fingerprint scanner/reader doesn't work,

No worries as I'd love to help, however, I need a few more details to provide an accurate solution:

When was the last time it worked, did you attempt a system restore?

Did you update the drivers or BIOS recently? if not, please do.

 

In the meantime, Here's a related post with a similar issue that seems to have helped others: Click here 
(Although the header may be different, the steps will solve your concern as well).

 

Step two: Follow the below steps:

·         Update the BIOS

·         Enable biometric support

·         Check for Windows support

·         Clean the fingerprint reader

·         Update the device driver

·         Update the fingerprint reader software

·         Find new device drivers if you changed operating systems


For more details information: Click here

 

Let me know how that pans out, 

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with you and I hope you have a good day ahead.

 

If you wish to show appreciation for my efforts, mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,

Riddle_Decipher
I am an HP Employee

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Message 3 of 12
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I can't get past the logon screen to do those things. Once I get to a menu screen I can disable the scanner. As I said the scanner is acting as if it is constantly scanning the wrong print. I can not get to an alternate sign on screen as usual such as using a password. Can not get past the scanner
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HP Support Agent
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Message 4 of 12
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@TC46

Thank you for the update,

I appreciate your time and efforts,

 

The best thing to do is to make use of the password reset disk if you've ever created one to encounter such situations,

If you don't have one, you could attempt resetting the password using the safe mode and if that doesn't work either, the only option is to re-install the windows if you don't have any other options of logging into your PC.

Click here to know how to perform a recovery

If you don't have a working recovery partition: Click here for information on obtaining a new recovery media.

 

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with you and I hope you have a good day ahead.

 

If you wish to show appreciation for my efforts, 

Mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,

 

 

Riddle_Decipher
I am an HP Employee

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I'm not able to get to safe mode. Is there a way to post video of what I am seeing here?
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I'm not able to get to safe mode. Is there a way to post video of what I am seeing here? My finger scanner is not dead it is openly scanning and will not let me in .
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HP Support Agent
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@TC46

Thank you for the update,

I appreciate your time and efforts,

 

How do you know the fingerprint reader is working, if it's not letting you log into your computer?
I'm in need of clarification on this statement, however, we don't see to have an option to add a video unless you can upload it to your youtube channel and then give me the link 😉

 

In the meantime, you could attach pictures to describe your concern: Click here for details,

Here's how to access safe mode outside windows 10: Click here

 

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with you and I hope you have a good day ahead.

 

If you wish to show appreciation for my efforts, 

Mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,

Riddle_Decipher
I am an HP Employee

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Message 8 of 12
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Posted video on YouTube. Channel name is Travis Cecil video name is cannot sign in.
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HP Support Agent
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@TC46

Thank you for the update,

I appreciate your time and efforts,

 

I'm unable to find your video, perhaps a link to it would help 🙂

That said, please use the link to access safe mode and as I mentioned before if you are not able to log into your computer,

You'll need to reinstall the OS in order to enter the desktop screen and only then can we identify the issue with the fingerprint reader,

 

Keep me posted,

If the information I've provided was helpful, 

Give us some reinforcement by clicking the solution and kudos buttons, 

That'll help us and others see that we've got the answers!

Good Luck.

Riddle_Decipher
I am an HP Employee

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The video was just approved
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