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Fingerprint reader

envy x360-15m-dr0012dx

The fingerprint reader does not respond when unlocking computer.

The sign in options in the settings says "we couldn't find a fingerprint scanner compatible with Windows Hello Fingerprint".

I have done all updates and no help.

Device Manager says: windows cannot load drivers required for this device (code 31)

Update: I did a quick fix and went to recovery and loaded a restore point back 2 days before the last windows update and the fingerprint scanner works now.

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HP Recommended


Fingerprint reader



The following might work...


In general, the  actual hardware for these devices does not fail.

Assuming that is the case, if the reader can be made to operate, it can be done so using the tools still available to you.



For those reading:

Check to see if your computer includes a fingerprint reader (for those systems on which this is an option).


Fingerprint Reader in PartSurfer


Open PartSurfer


Use PartSurfer website with your machine's serial number to check what is included.

Reminder:  Do not post your serial number on the Community.


If the detailed data is available and the computer includes a fingerprint sensor, it might be listed as 'FINGERPRINT RDR".


"SPS-FINGERPRINT DUMMY" indicates there is no actual reader installed in the machine.



Windows Hello


User Guide - Page 41


Set up the Windows PIN login before configuring the fingerprint reader.


PIN assignment is mandatory to enable fingerprint reader

            Windows key > Settings > Account > Sign-in Options > PIN number




The fingerprint reader requires a fingerprint reader driver compatible with the current version of Windows.


At this writing, Windows V1909 is the current OS.



Device Manager - Biometrics Information


  1. Device Manager > View “Devices by type” AND “Show hidden devices”
  2. Open category Biometric devices
  3. Look for and Right-Click on the fingerprint reader device > Properties
  4. Tab Details
  5. Under Property, “Device description”
  6. Under Value, look for the PID number




If the information file confirms a match to your fingerprint reader hardware,

then continue...

Fingerprint Driver - Remove and Install




  Create a backup of all your most critical / sensitive files to other than on the computer.  For example, copy the files to your Cloud backup. to a USB stick, "Somewhere" you can access the files should the computer become unavailable.



  Create a Restore point before you make changes to your computer's software and setups.


(How to) Create Restore Point


Stop all programs:  Browsers, games, Applications, etc.


Control Panel > icon view > System > System Protection 

Click (Highlight) your main disk (C) > Select Create a Restore Point


(As available)

Create a restore point now for the drives that have system protection turned on




Fingerprint Driver



Synaptics Fingerprint Driver (Windows 10 v1809 / v1903 / v1909)



Open Driver web page section "Associated Files" > Click Download to read the  Driver Description file


  • Download and Save the fingerprint reader driver to your computer
  • In the Device Manager > Biometrics, add the step in the Uninstall to include the Delete  of the existing fingerprint driver 
  • Restart the computer 
  • Log in using your password or PIN
  • Open File Explorer
  • Navigate to the folder in which you saved the installation package (likely Downloads)
  • Right-Click on the installation package and "Run as Administrator" to install the software
  • After the software is installed, Restart the computer and log in



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

Clarification of terms and "what the device can do" (Specifications)

Device Homepage

NOTE:  Content depends on device type and Operating System

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

When the website support page opens, Select (as available) a Category > Topic > Subtopic

HP ENVY x360 - 15m-dr0012dx


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