Fingerprint Scanner Does Not Work - Again!

[GeorgeJ3]

My fingerprint scanner worked for the first week then stopped working. I was able to fix it by running the HP Performance Tune-up Check including the System File Checker. I have tried this fix again and it did not solve the problem. 

When I first looked at Device Manager the fingerprint scanner was designated as "Synaptics UWP WBDI" now - maybe due to an automatic update it is now designated as "Synaptics WBDI SGX." When I look at the Properties for this device is says: "This device is not working properly because Windows cannot load the drivers required for this device (Code 31)." 

I tried to download the latest driver from Device Manager but I get this message: "Windows has determined that the best driver for this device is already installed." Yet when is go to HP Support Assistant, it says there is an update available for the Synaptics Fingerprint Driver. I tried installing this update from HP Support Assistant and it "fails."

Can someone please help this is driving me crazy!

Thanks.

[Dragon-Fur · Accepted solution]

@GeorgeJ3 

Your HP software and Drivers are here, including a new Fingerprint sensor driver:

Software and drivers for HP ENVY - 17t-ce000 CTO

Click All drivers to fully expand the list.

In general, install Windows Updates first, then "other" HP updates (except the fingerprint sensor).

Hint: 

Adjust HP Support Assistant > Settings to "notify" you but not install updates.

Restart the computer and log in

Open HPSA (HP Support Assistant)

Check for Updates

Install any updates EXCEPT the fingerprint sensor update and any BIOS Updates (which should always / only be downloaded and installed manually)

If any updates are installed, Restart the computer and log in.

Open the Device Manager > open Biometrics > Right-Click on the sensor > Properties

Delete the fingerprint driver.

Open the HP Software and Drivers Website

Then download-save-install the fingerprint sensor driver:

Synaptics Fingerprint Driver (Windows 10 v1809 / v1903)

After the driver is installed, Restart the computer and log in.

OR

You can also download the fingerprint sensor and use the Device Manager to browse and install the downloaded driver after you delete the original (existing) driver.

After the driver is installed, Restart the computer and log in.

Still need help?  Want more information?  Search for solutions...

Reference and Resources – Places to find (more) help and learn about your Device

Device Homepage

NOTE:  Content depends on device type

Drivers / Software and BIOS, How-to Videos, Bulletins/Notices, How-to Documents, Troubleshooting, Manuals, Product Information, more

HP ENVY - 17t-ce000 CTO

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[GeorgeJ3]

Thank you very much for your help. I was reluctant to "Uninstall device." I was afraid that might make the fingerprint reader not "found" by the BIOS upon login. But that was the key: to first Uninstall the fingerprint reader (Synaptics WBDI SGX) using Device Manager> Properties, then restart, then download the new drive from HP Support Assistant, then restart again.

I am surprised that the driver update from HP Support Assistant doesn't automatically delete the old driver before downloading the new one.

Thanks again!

[Dragon-Fur]

@GeorgeJ3 

You are welcome.

I cannot really comment on what the HP Support Assistant does to drivers - I do not use the HPSA on my installed business class systems - these can use a different update software and other times I install software / drivers / updates manually.   Another Expert might be able to provide an explanation.

General Comments

The Device Manager provides information about components that it can detect as installed in your computer.

Drivers are specialty software that provide the interface between the hardware (like your fingerprint sensor), other software on the computer (Windows), and software that you use on the computer (Windows logon/ Client Security / other security software.  Though different in structure than (for example) software that provides Office, Web Browsers, or your favorite games, drivers - like other programs on the computer - can normally be uninstalled.

General examples of drivers and other software:

• A program like Microsoft Office will never be listed in the Device Manager.  "Office" is not a device.
• Your Web Browsers (Chrome, Firefox), your email programs, and your favorite games are not in the Device Manager.
• Although a printer may be found in  the Device Manager as a connected (network or USB) hardware device, the printer software that you use to submit a job to that printer is not located in the Device Manager.
• The driver that controls your fingerprint reader sensor (hardware) is located (found) in the Device Manager.
• The security software that depends on that fingerprint reader driver (for example, Client Security) is not located in the Device Manager.
• The driver that provides the interface between the network card in your computer and your network is located in the Device Manager.

Restarting the computer after a standard "uninstall" causes the Manager (during boot) to look in the File System (installed Windows) for the driver that goes with that piece of hardware - once found, the driver is (re)installed and that component is again available when the system boot (startup) is complete.  If the driver (stored in the Operating System on disk) is up-to-date and the stored driver is not itself corrupted, a simple "uninstall" and (computer) Restart will likely sort any minor issues with that hardware.

When a driver is "deleted", the hardware is (of course) still installed in the computer.  The difference is that the Device Manager cannot "find" a driver to complete the simple reinstallation procedure during Startup.  A hardware component that cannot be matched to a driver might show up in the Device Manager marked with a tiny yellow triangle of doom (unidentified).

Deleting an out of date, corrupted, or otherwise unsuitable driver gives you the opportunity to Restart the computer and then download-save-install a new driver (software) that , when installed (and the computer again Restarted,) provides the interface between the hardware (for example, touchpad, fingerprint sensor), the rest of the Operating System, and the software that you use with that device (Windows logon, Client Security).

Reasons you might "get into trouble" uninstalling or deleting a driver in the Device Manager include:

• If there is something wrong in the File System (Windows) that is not able to make use of a valid driver, that is, there may be an error in Windows that prevents the driver from being properly used / accessed / read.

• If there is actually a hardware problem with the device, removing the driver is not useful    For example, if the tiny wires that physically connect the camera to the computer are disconnected or broken, nothing you do with drivers or software will resolve the issue.  This is not actually "trouble" that results from deleting the driver - it is simply a consequence of having deleted a driver for which there is no detectable hardware.

• There may be a (resulting) problem if there is not a valid replacement driver and / or you did not download the replacement driver ahead of time,

For example,

1. If you are planning on removing the network driver(s), download and save a replacement before you delete the drivers in the Device Manager.
2. If you are removing (deleting) the fingerprint sensor, be sure you have the replacement downloaded OR that you can at least log in to the computer using other means.

To those reading:

No emails, please - I realize this description may include grammatical errors, the content may be incomplete, or the explanation might be inaccurate:  Typing on the fly has its drawbacks.  I am simply trying to illustrate that drivers can normally be uninstalled - and when necessary, deleted - and replaced / updated.

Happy Computing!

Thank you for participating in the HP Community Forum.

We are a world community of HP enthusiasts dedicated to supporting HP technology.

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