Fingerprint login with W11 intermittently unavailable?

[DocBear]

Hello hive-mind and HP support!

My recently purchased HP Pavilion Aero 13 is installed with Windows 11, version 23H2. It was initially installed with 22H2 and has been subsequently updated. No hardware mods or upgrades have been installed - it is all in factory default in terms of hardware specs. BIOS and drivers are kept updated to the latest versions.

I have noticed that my fingerprint reader is randomly malfunctioning. Two times out of three, when my computer is powered up I can easily and flawlessly log in to Windows using the fingerprint reader. However, approximately one time out of three, the laptop asks for a fingerprint reading but the reader seems to be disabled. I can change to PIN login and the fingerprint reader magically works in Windows again, but changing back and forth while on the login page makes no difference. If I reach the situation where the fingerprint reader won't work, there's no point in waiting or clicking. It is just not functioning, although it is available among the login alternatives all the time. The problem has been persistent through Windows and driver updates since I opened the box in November. 

Have anyone else experienced this? Suggestions?

Best regards

/Björn

[Sneha_01]

Hi @DocBear,

Welcome to HP Support Community.

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

Experiencing intermittent issues with the fingerprint login on your HP Pavilion Aero 13 can indeed be frustrating, especially when the device and its software are up to date. Here are several steps and suggestions that might help resolve or diagnose the issue:

Windows Updates: Ensure that your system is fully updated. Sometimes, specific patches or updates can address compatibility issues or bugs related to hardware like fingerprint scanners.

Driver Reinstallation: Even though you mentioned your drivers are up to date, it might be beneficial to uninstall and then reinstall the fingerprint scanner driver. This process can sometimes resolve conflicts that aren't fixed by simply updating the driver. You can do this through Device Manager by finding the fingerprint sensor, uninstalling it, and then scanning for hardware changes to reinstall it.

Check for Hardware Issues: Since the fingerprint reader works intermittently, it’s less likely a hardware failure, but it's worth checking. You can do this by running HP's hardware diagnostics tool to check if there are any issues with the fingerprint sensor. This tool is usually accessible by pressing F2 on startup.

Power Management Settings: Sometimes, the issue can be related to power management settings where Windows turns off the device to save power. You can adjust these settings in the Device Manager by finding the fingerprint reader, going to its Properties, and under the Power Management tab, unchecking the option that allows the computer to turn off this device to save power.

BIOS Update and Settings: Since you've mentioned keeping your BIOS up to date, ensure that there are no settings within the BIOS that might affect the fingerprint reader's functionality. Sometimes, certain security settings or device configurations can be toggled that might influence how Windows interacts with the hardware.

Windows Hello Troubleshooting: Windows Hello, which manages fingerprint login, might have issues that are not directly related to the fingerprint hardware itself. Searching for and applying any troubleshooting steps specifically for Windows Hello can sometimes resolve these kinds of issues.

I hope this helps.

Take care and have a good day.

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Rachel571 

HP Support