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Rasyidm
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Fingerprint not working after the laptop turn the display off

HP ENVY x360 Convertible 13-ar0xxx
Microsoft Windows 10 (64-bit)

Hi, so my laptop (HP envy X360 Ar series with ryzen 7) fingerprint often not working after the screen turned off after i letting it idle. I also encountered "fingerprint cannot detect, please clean the fingerprint sensor" while i dont touch the sensor. i have tried reinstalling the driver, reset windows 10, cleaning the fingerprint sensor but nothing works. How do i fix it ? anyway i'm currently using Windows 10 1903 build and the driver is downloaded from hp support page. Thanks

Edit: my laptop also turned off suddenly while i was browsing, idk what caused it.

 

bios version : f.16

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Fingerprint not working after the laptop turn the display off

@Rasyidm
Thank you for posting on the HP Support Community.

  • Did this happen after a recent window or software update?
  • Have you tried updating the BIOS?

While you respond to that, let's try these steps: 
Let's check your BIOS for biometric support and enable it:

  1. Press the Power button to start the computer, and press the F10 key to open the BIOS setup utility.

  2. Under System Configuration, look for a Biometric Device option; if it exists, enable it.

  3. Press F10 to save this setting and restart the computer.

If a biometric option does not exist in your BIOS, then the fingerprint reader is always enabled. 

Hope this helps! Keep me posted for further assistance.
Please click “
Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

ECHO_LAKE
I am an HP Employee

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Rasyidm
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Fingerprint not working after the laptop turn the display off

Hi,

1. No, it happens a few months back (about 1 or 2 months) before updating everything

2. yes, i use the latest bios (F.16 Rev A)

there's no option for biometric device option.

 

No, it's still not working after entering standby mode (when the screen turned off)

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Fingerprint not working after the laptop turn the display off

@Rasyidm
Thank you for posting back. 

 

Firstly, let's perform Hard Reset: Follow steps from the link: https://hp.care/2GnkMa8. (do not skip any troubleshooting steps even if you feel steps are repeating)

BIOS default: 

  1. Turn off the computer and wait five seconds.
  2. Press the Power button to start the computer and repeatedly press the F10 key to enter the BIOS setup menu.
  3. On the BIOS Setup screen, press F9 to select and load the BIOS Setup Default settings.
  4. Press F10 to Save and Exit.
  5. Use the arrow keys to select Yes, then press Enter when asked Exit Saving Changes?
  6. Follow the prompts to restart your computer. 

Next run Windows Update and HP Support Assistant: ( do not skip any troubleshooting steps if you feel steps are repeating ) 

To check for updates now, select the Start button, and then go to Settings  > Update & security  > Windows Update, and select Check for updates.

Install updates from HP Support Assistant: Go to Download HP Support Assistant to install the tool.

  1. To open HP Support Assistant, double-click the HP Support Assistant icon https://support.hp.com/doc-images/932/c05040382.jpg.
  2. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.
  3. Click Check for updates and messages to scan for new updates.
  4. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.
  5. Click the update name for a description, version number, and file size.
  6. Select the box next to any updates you want to install, and then click Download and install.

Hope this helps! Keep me posted for further assistance.
Please click “
Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

ECHO_LAKE
I am an HP Employee

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Rasyidm
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Fingerprint not working after the laptop turn the display off

can't confirm this totally work, but it seems the problem is gone for now

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Fingerprint not working after the laptop turn the display off

@Rasyidm

Thank you for posting back. 

 

Glad to hear that the issue is resolved. If you need any help, feel free to reach out to us.

 

Have a great day! 
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

ECHO_LAKE
I am an HP Employee

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Rasyidm
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Fingerprint not working after the laptop turn the display off

hey, it's still not working. tried all the solution above but still not working

 

Here's the video, this video is taken after the laptop is "waking up" from standby mode 

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Fingerprint not working after the laptop turn the display off

@Rasyidm

 

That's unfortunate. Let us try these steps to resolve this issue:

 

On the PC, go to Device manager > Expand Biometrics > Right-click on the Synaptic sensors > Uninstall

Reboot the PC to automatically reinstall the driver.

Check if the issue persists.

 

Check your BIOS for biometric support and enable it:

  1. Press the Power button to start the computer, and press the F10 key to open the BIOS setup utility.

  2. Under System Configuration, look for a Biometric Device option; if it exists, enable it.

  3. Press F10 to save this setting and restart the computer.

If a biometric option does not exist in your BIOS, then the fingerprint reader is always enabled.

 

Go to the Software and drivers page in HP Support site for your PC and check for HP Simple pass, download and install if available.

 

Let me know how this goes.

 

If you feel my post solved your issue, please click “Accept as Solution”, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

 

 

KUMAR0307
I am an HP Employee

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