Fingerprint reader using Windows Hello Fingerprint stopped working after recent update (Code 19).

[MatF15]

My fingerprint reader using Windows Hello has recently stopped working after a Windows Update. I bought my laptop at the end of December and the fingerprint reader was working perfectly up until a few days ago. Now when I try to sign in with the fingerprint reader nothing at all happens, forcing me to sign in using my code. When I go to sign-in options, it says "We couldn't find a fingerprint scanner compatible with Windows Hello Fingerprint." When I enter the Device Manager, under Biometric devices -> Synaptics UWP WBDI it gives the error "Windows cannot start this hardware device because its configuration information (in the registry) is incomplete or damaged. (Code 19)."

It is also worth noting that this update also caused an issue with my Norton Security which prevented it from launching, forcing it to run a software repair program which ended up uninstalling the program then reinstalling it. I am unsure if it reinstalled the same version or if it updated something. This problem is now fixed.

Thank you in advance.

[asmita6658 · Accepted solution]

Hi @MatF15

Welcome to the HP Support Community. I'd be happy to assist you with the fingerprint issue. 

Let's try to re-configure finger print reader. Please refer to "Setting up a fingerprint reader" from this link. 

Also, try updating the computer - 

Step 1 Windows Updates -

1) In the search box, type and open Windows Updates.

2) Check for updates.

3) If the updates are available, click on install and restart the computer.

Step 2 HP Support Assistant Updates -

1) In the search box, type and open HP Support Assistant.

2) Check for updates.

3) If the updates are available, click on install and restart the computer. 

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! 

[MatF15]

The support assistant worked great! It's a good thing I asked because this was much easier than everything else I saw online.

Thank you very much!

[asmita6658]

Hi @MatF15

That's great! Happy to hear that. If you need further assistance feel free to reach out to us.

Have a great day ahead!