Windows fingerprint issue

[hari2025]

The Windows Hello fingerprint sign-in option is showing as "currently unavailable," and the system states that it "couldn't find a fingerprint scanner compatible with Windows Hello.I downloaded and installed the Synaptics Fingerprint Driver from the "Driver-Keyboard, Mouse and Input Devices" section of the support page,but the issue is not resolved.Could you please provide further assistance? Any advanced diagnostics or a different driver to try would be greatly appreciated.

[Hawks_Eye]

Hi @hari2025 

Welcome to the HP Support Community! We're here to help you get back up and running.

Thanks for sharing the screenshot — that helps a lot ✅

Here’s what I can see and what you can try next:

 

What’s happening:

Windows Hello is saying “We couldn’t find a fingerprint scanner compatible with Windows Hello Fingerprint.”

In Device Manager, under Human Interface Devices, I don’t see a dedicated fingerprint sensor listed (usually shows up as “Synaptics WBDI”, “Validity Sensor”, “Fingerprint Sensor”, etc.).

This suggests that either:

The fingerprint sensor hardware is not being detected at all, or

The wrong / incomplete driver is installed, so Windows can’t recognize it.

Step 1: Check if fingerprint hardware is detected at all

In Device Manager, go to the View menu → select Show hidden devices.

Look under Biometric devices (should normally list your fingerprint reader).

If you see it but with a yellow warning ⚠️ → driver issue.

If you don’t see Biometric devices at all → system isn’t detecting the fingerprint hardware.

Step 2: Install the correct driver

The “Synaptics HID Device” shown in your screenshot is not the fingerprint driver. Try this instead:

Go back to your HP support page for your exact laptop model.

Look for Driver – Keyboard, Mouse and Input Devices or Driver – Security.

You should find a driver called something like “Synaptics WBDI”, “Validity Fingerprint Sensor”, or “Biometric Driver”.

Download and install that one.

Restart after installation.

Then check if Biometric devices appears in Device Manager.

Step 3: Run HP diagnostics

Open the HP Support Assistant → go to Troubleshooting → Diagnostics → run a Component Test → Fingerprint Reader.

This will confirm if the hardware itself is detected and working.

Step 4: Windows Hello reset

If the driver shows up properly but Windows Hello still fails:

Go to Settings → Accounts → Sign-in options.

Remove all existing fingerprints.

Reboot.

Try adding a fingerprint again.

Step 5: If still missing

If no biometric device appears even after the correct driver, the fingerprint sensor might be disabled in BIOS/UEFI:

Restart your laptop → press Esc/F10 (depending on model) to enter BIOS.

Check under Security → Biometric Devices.

Make sure the fingerprint reader is enabled.

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Take care, and have an amazing day!

Regards, 

Hawks_Eye

[hari2025]

Hi Support,

I am also unable to find the fingerprint option under Sign-in options. I removed the current lock and tried again, but the issue remains.

Additionally, I downloaded and installed the Synaptics VFS7552 WBF Touch Fingerprint Driver, but the issue persists.

 I also tried using HP Support Assistant, but I was still unable to find the fingerprint reader.

I also checked the hidden devices in Device Manager, unable to find the Biometric devices .

I have attached the BIOS screenshot, but I am unable to find the fingerprint option there.

[Hawks_Eye]

@hari2025 

We sincerely thank you for your patience and co-operation during this troubleshooting process.

If after following these steps you still face issues, consider reaching out to our customer support over the phone for further assistance. 

This might require one-on-one interaction via remote assistance to fix the issue. 

I'm sending you a private message to guide you on the next steps.

If this resolves your issue, kindly mark this post as "Accepted Solution" and click "Yes" if it was helpful.

Take care and have a great day!

Regards,

Hawks_Eye