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mswagat
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Fingerprint reader giving error during setup for HP ENVY x360 Convertible laptop

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HP ENVY x360 Convertible 15m-dr1xxx
Microsoft Windows 10 (64-bit)

Recently per Windows prompt, I got my OS upgraded from 1909 to 20H2. The fingerprint reader 'Synaptics' although has the correct drivers (per Windows; see Image 2 below) has stopped working. While setting up finger print profiles, it is giving error message as shown in Image 1 below. I have tried the following and they have not worked:
a. Tried updating Synaptics drivers.
b. Removed  .DAT files from 'C:\Windows\System32\WinBioDatabase' per instructions here: How to Reset Windows Hello Biometrics (goptg.com)
c. Uninstalled Synaptics drivers from Device Manager and re-installed it from within Device Manager using "Scan for hardware changes" feature as per " How to Troubleshoot a Fingerprint Reader in Windows (technorms.com"

 

Please advise as I was a heavy user of this fingerprint reader. Appreciate your inputs in advance!

 

Image 1. Error message while trying to setup the fingerprint profiles.

Finger print Error.PNG

Image 2. Current drivers which are current per Windows.

Finger print driver.PNG

3 REPLIES 3
praveenbv
HP Support Agent
HP Support Agent
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Hi@mswagat,

 

Thank you for posting your query on HP Support Community,

 

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 the biometrics setting.

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

 

If the issue still persists uninstall the fingerprint drivers from the device manager and install the drivers using HP recovery manager and check if it helps.

 

You may also refer to this support document for - HP Notebook PCs - Troubleshooting a Fingerprint Reader (Windows 

 Hope this helps! Keep me posted.

 

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!

Have a great day!

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mswagat
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Thank you for the response. However, this has not helped so far.

 

1) Your step # 4 has a link to get the latest drivers that does not work

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

Url for the link above: https://support.hp.com/us-en/drivers/selfservice/swdetails/hp-envy-15-cn0000-x360-convertible-pc/202...

The link leads to a screen that shows up as below:

mswagat_0-1616279715112.png

 

2) Also tried the steps at the bottom of your response but failing at step 2 (in blue) below.

"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.

..."

Getting the error message below:

mswagat_0-1616280019772.png

 

Please help asap. Appreciate it much in advance!

Thanks.

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praveenbv
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HP Support Agent
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