Finger-print reader

[KhmSY]

the finger print reader is not working , it is not responding , i tried updating the driver but didnt work , i still have 11 month warranty , would they fix it for me.

Regards.

[A4Apollo]

Hi! @KhmSY, Thanks for stopping by the HP Support Community!

Don't worry I'll try to help you out. Please answer a few questions below to assist you better.

Was the fingerprint reader working previously?

Did you make any software or hardware changes on your PC?

Were there any recent windows update on the PC?

Please share the product number of the PC to assist you better.

Let's try some troubleshooting steps now.

Step 1: Uninstall the Fingerprint reader software.
Click on Ask Me Anything box beside the Start button.
Type Device Manager and open device manager from the search results.
Under the Biometric category, right-click on anything which is listed and select Uninstall.
Step 2: Restart the PC.
Step 3: Please download the latest Fingerprint reader software from this link.
Step 4: Install the software and configure your fingerprint.

Install the latest printer fingerprint drivers from this link. Click Here

Also, try the steps recommended below.

Step 1. Use the Windows shortcut keysWin + R to launch the Run.

Step 2. Type “gpedit.msc” and then hit the Enter.

Step 3. Expand Computer Configuration and then go to Administrative Templates -> Windows Components –> Biometrics.

Step 4. Double-click it and then open the Allow the use of biometrics setting.

Step 5. Tick the Enabled option.

Step 6. Click the Apply and then OK.

Step 7. Apply the modification one more time to the Allow users to log on using biometrics setting.

Step 8. Restart your computer and let the modification take effect.

Roll back drivers / use default drivers

Open Device Manager by right clicking the Start Button and choosing Device Manager from the list.
Locate your fingerprint driver and double click it to open its properties.
Click the Roll Back Driver button.

Prevent your PC from turning off USB devices

Open Device Manager.

Go to Universal Serial Bus controllers section and double click USB Root Hub.
Navigate to the Power Management tab. Now uncheck Allow the computer to turn off this device to save power. Click on OK to save changes.
Repeat these steps for all USB Root Hub devices that you have on your PC.

Let me know if this works!

Have a great day ahead! 🙂

Please click “Accept as 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!

[KhmSY]

@MrRobot

thanks for your reply. 

-I haven't used the fingerprint before so I am not sure whether it was previously working or not. 

- I haven't made any software or hardware changes.

-  there were not any recent updates.

 I tried all the methods you sent and none of them worked.

the product number is 4AZ97EA#ABU

I believe that there is a hardware issue, however, I still got an 11 months warranty. 

what shall I do in this case?

thanks.

[A4Apollo]

@KhmSY,

Thanks for sharing the product details.

I have checked the specifications of the PC and the PC does not have a Biometrics or fingerprint reader built into it.

So you have issues using the fingerprint reader on the PC.

Refer the product specifications page of the PC for more information. Click Here

Hope this answers your query!

Please click “Accept as 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!

[KhmSY]

Dear @MrRobot 

thanks for your reply,

if the device has no fingerprint reader,  why there is a scanner on the edge of the device?.

and also when I go to the device manager, there is a section called Biometrics.

I have attached some photos, please have a look at them.

kind regards.

[A4Apollo]

@KhmSY,

I'm sorry based on the specifications, I have shared you the information.

However, as now I see that there is a finger printer reader on the PC. I suggest you try performing a system reset and check if it helps.

Refer this article to know more information about performing a system reset. Click Here

Hope this works!