Synaptics FS7600 Fingerprint Sensor has stopped this device because it has reported problems

[Alexaant]

Hi,

My workstation is HP ZBook Studio 15.6 inch G8 Mobile Workstation PC (30N07AV). It has a fingerprint - Synaptics FS7600 Fingerprint Sensor.

I faced an issue - the fingerprint doesn't work anymore.

Symptoms:
1. The Windows Device Manager recognizes the component as "Synaptics FS7605 Touch Fingerprint Sensor with PurePrint(TM)". Based on the laptop specification, I can say it's incorrect information. Correct is Synaptics FS7600 Touch Fingerprint Sensor
2. The Device status in the Device Manager is "Windows has stopped this device because it has reported problems. (Code 43)"

What I already tried:
1. Reinstall drivers
2. Reinstall the OS (Windoew 10)

What happened before:
1. The system board was replaced in an official HP service center by warranty. Once I turn it on, I realized the fingerprint doesn't work

I will be appreciated to any ideas

[ub6424]

Hello @Alexaant 

Sorry to hear that you are having problems ... I would like to help you.

Let me check your basic system configuration before we try to fix the <fingerprint sensor> problem ...

(1) Run    msinfo32

- Select <System Summary>:

--->>> Copy/screenshot/paste following key/value pairs:

OS Name

Version

System Model

System SKU ( equals HP product number (p/n) )

Processor

BIOS Version/Date

BaseBoard Product

BaseBoard Version

(2) Start Windows <Device Manager>

- Expand <Other devices> ? (Those entries are for hardware for which Windows has not loaded a suitable driver)

- Expand <Biometric Devices>

- Expand <Human Interface Devices>

- Expand <Universal Serial Bus controllers>

- Expand <USB Connector Managers>

--->>> Send screenshot

(3) Please report your results

[Alexaant]

Hi @Ub6424,

Thank you for your reply! Here is the requested information:

System Summary:

OS Name: Microsoft Windows 10 Pro
Version: 10.0.19045 Build 19045
System Model: HP Zbook Studio 15.6 inch G8 Mobile Workstation PC
System SKU: 314G1EA
Processor: 11th Gen Intel(R) Core(TM) i7-11850H @ 2.50GHz, 2496 Mhz, 8 Core(s), 16 Logical Processor(s)
BIOS Version/Date: HP T92 Ver. 01.10.00, 7/18/2022
BaseBoard Product: 8873
BaseBoard Version: KBC Version 53.32.00

Device Manager:

Other devices

There is no this item. All devices have drivers

Biometric Devices

Human Interface Devices

Universal Serial Bus controllers

USB Connector Managers

Thank you!

[pacioc193]

I've the same issue... After the motherboard was replaced, now the fingerprint scanner is not working anymore... I think something related to TMP but i reset everything... Any help??

[ub6424]

Hello @Alexaant 

Thanks for reporting.

(1) Create Windows system <restore point>

How to Create a System Restore Point on Windows 10 or Windows 11

(2) Download and install BIOS Update

HP BIOS and System Firmware (T92)

01.11.00 Rev.A

19.3 MB

Nov 8, 2022

Download

Why should you install the update ?

https://support.hp.com/us-en/document/ish_4123786-2338478-16

Quote: "

Updating the BIOS is recommended as standard maintenance of the computer. It can also help resolve the following issues:

- An available BIOS update resolves a specific issue or improves computer performance.

- The current BIOS does not support a hardware component or a Windows upgrade.

- HP Support recommends installing a specific BIOS update.

"

(3) Reboot

(4) Let BIOS be installed until it's completely done !

(5) Download and install / update

Intel Management Engine Driver

2229.3.16.0 Rev.A

57.2 MB

Dec 15, 2022

Download

(6) Windows <Device Manager>:

- Right click and uninstall device with "attempt to remove driver" ticked !

(7) Download and install

Synaptics FS7600 WBF Touch Fingerprint Driver

6.0.117.1110 Rev.A

3.0 MB

Aug 24, 2022

Download

(8) Restart Windows

(9) Test again ...

(10) Please report back

[pacioc193]

After some hours of research i found the solution.

Enter in the bios option and select the Security Tabs.

Select Reset Fingeprint sensor and reboot the PC. 

Create a new code and now fingerprint scanner is working as normal.

[ub6424]

Hello @Alexaant 

I am aware of the BIOS Fingerprint Reset function. This is what I would have suggested next after the bios and driver update. You have already done it successfully and I am very happy about it.

Kind regards