Something Went Wrong

[Steve_P3]

Hi, I am continuously, but inconsistently, getting a "something went wrong" message when booting up my laptop ready to use my fingerprint to login. It asks me to use my pin. I have disabled/reenabled the synaptics driver, I have also uninstalled/re-installed the driver, but it still happens. Sometimes it works for a few days, others a few weeks, but it eventually returns. How do I sort this out please?

TIA.

[Raj_05]

Hi @Steve_P3,

Welcome to HP Support Community.  

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

If you're experiencing inconsistent "something went wrong" errors when trying to use your fingerprint to log in to your HP Spectre X360 Laptop, there are a few troubleshooting steps you can try.

• Update your drivers: Ensure that you have the latest drivers installed for the fingerprint reader and other relevant components. Visit the HP support website and download the most recent drivers for your laptop model.
• Perform a Windows Update: Check for any pending Windows updates and install them. Sometimes, system updates can address known issues and improve the functionality of your hardware.
• Reinstall the fingerprint driver: Uninstall the existing fingerprint driver from your device manager and then reinstall it. Here's how: a. Press Win + X on your keyboard and select "Device Manager." b. Expand the "Biometric devices" or "Human Interface Devices" category. c. Right-click on the fingerprint reader driver and select "Uninstall device." d. Restart your laptop. e. Upon restart, Windows should automatically detect and install the necessary driver. If not, visit the HP support website and download the driver specific to your laptop model.
• Clear the fingerprint data: Clearing your existing fingerprint data and re-enrolling your fingerprints can sometimes resolve authentication issues. Here's how: a. Open the Windows Settings by pressing Win + I. b. Go to "Accounts" and select "Sign-in options." c. Under the "Windows Hello" section, click on "Fingerprint" and then select "Remove." d. Restart your laptop. e. After the restart, return to the same settings page and follow the prompts to set up your fingerprint again.

If the issue persists after trying the above steps, it's possible that there could be a hardware problem with the fingerprint reader.

I hope this helps. 
 

Take care and have a good day.

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Alden4
HP Support