Fingerprint scanner has stopped working.

[Cuandur]

My Fingerprint reader seems to have stopped responding.

System details:

     HP Pavilion Laptop PC 15-eh0507sa

     Windows 10 Home 64bit, ver: 21H1, OS Build: 19043.1052

     ELAN WBF Fingerprint Sensor

Suddenly my Fingerprint sensor has stopped working, though Device Manager states that the driver is working correctly.

Laptop is only a few weeks old and up until yesterday 20/06/21 all working fine. I've updated Windows to the latest versions but I also am on the Windows Insider program on the Beta profile.

As stated all working fine, I used it to unlock under the "Windows Hello Fingerprint" system but after a reboot it seems to have stopped, the Windows Hello system is now telling me "The option is currently unavailable. Something went wrong. Please try again later". I have the same message for "Windows Hello Face" system.

I have no idea why/how this happened but I have tried uninstall the most previous Windows updates, I have tried to manually download the Fingerprint driver (in many ways) I have even tried "SFC  /SCANNOW". Still no positive change.

Any help?

[KrazyToad]

@Cuandur

Welcome to HP Community

I have gone through your Post and would like to help

I suggest you download and run the HP Support Assistant from this Link: https://www8.hp.com/us/en/campaigns/hpsupportassistant/hpsupport.html?jumpid=va_r602_us/en/any/psg/p...

HPSA will automatically search for all the latest drivers for your Notebook

1. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.

   

2. Click Check for updates and messages to scan for new updates.

   

3. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.

4. Click the update name for a description, version number, and file size.

5. Select the box next to any updates you want to install, and then click Download and install.

Also ensure Windows is up to date.

Select the Start  button, and then go to Settings  > Update & security  > Windows Update , and select Check for updates. If Windows Update says your device is up to date, you have all the updates that are currently available

Keep me posted how it goes

Thank you and have a wonderful day 😊

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.

[Cuandur]

Hi, Thanks for your reply, however after downloading the recommended software and trying to install, the system told me that there was already a newer version installed, so I ran that copy and tried the "Update", it didn't discover anything new, all my drivers are up to date.

I have already run "Windows Update" this morning, so my copy of Windows Is up to scratch.

As stated before I am running Windows Insider beta profile version of Windows. I have only had this HP Pavilion laptop for a couple of weeks and immediately updated my Windows to the most up-to-date. All was working fine with the Fingerprint reader until two day ago (even on the Windows beta profile) but now it seems completely un-responsive. Also stated earlier I have updated everything I can, have uninstalled and reinstalled all that I can (relating to the fingerprint system) including actually accessing the BIOS and checking the settings and clearing the "TPM ?" data and panicking when Windows was asking for my Bitlocker ID code after it had cleared all the security data (but I eventually managed to sort that).

As it stands after running all those procedures including "SFC /SCANNOW" and rebooting several times and checking the BIOS settings and Windows telling me that the "Fingerprint sensor driver is running with no problems", the Windows Hello Fingerprint (& face) is still telling me that "This option is currently unavailable.....Something went wrong. Try again later", I am still at a loss

[KrazyToad]

@Cuandur

I appreciate all your efforts and expertise in troubleshooting this issue

At this point I suggest you perform a Refresh or Reset

https://support.microsoft.com/en-us/windows/how-to-refresh-reset-or-restore-your-pc-51391d9a-eb0a-84...

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.

[Cuandur]

Hi,

Thanks for your reply.

I am not in a position to either Refresh or Reset at the moment, however I did try to Recover, unfortunately it only had Backup for two day before and when I selected the oldest one, it tried to recover but then came up with an error with some of the files and stopped.

I've decided that this is not too important and when I can Refresh etc I will try then.

Thanks-you for your help, I'll just bide my time for a little while.

Malcolm

[KrazyToad]

Thanks for keeping us posted

Drop us a message anytime you need help

Thank you