Fingerprint sensor not recognized

[klotzam]

Hi there,

My new Envy x360 Convertible with pre-installed WIN 10 64-bit does not recognize the fingerprint sensor. I have checked all drivers and run the driver diagnosis from HP.  The device manager shows it (Synaptics UWPWBDI). However, when I want to set it up, I get the message that this option is not available.

Does anybody have an idea?

Thanks in advance!

[erico]

In the Device Manager, uninstall the Synaptics WBDI Fingerprint reader.

After you have done that, right click any other device and then click on scan for hardware changes. 

Windows 10 will install the device and then you should be able to configure it.

I own a Spectre x360 and have experienced the same issue twice. It has happened when Windows 10 has had a major update.

[klotzam]

Hi Erico,
Thank you for the prompt reply. I have done what you recommended. The device manager re-installed it correctly and I have even re-startet the laptop. 

Unfortunately still the same issue. I am afraid it could be a hardware problem.

Cheers

Michael

[erico]

OK.

In that case you should use the HP PC Hardware Diagnostics UEFI utility.

The utility will let you know if the issues is hardware  related.

Power on your notebook and immediately tap the Esc key.

In the menu that appears choose to tap the F2 key for Diagnostics.

In the Diagnostics, choose Components and then Biometric or Fingerprint sensor.

Run the test and keep us in the loop by posting the result in your thread.

[klotzam]

The escape button did not work. However, I found an instruction here, which opened the HP PC Hardware Diagnostics UEFI utility.

https://www.google.de/search?sxsrf=ALeKk00TQ0AAoYP5eoRGL37j-mLobdaiew%3A1587712289265&source=hp&ei=I...

I chose components, but it did not offer me Biometric or Fingerprint sensor under this section. So I ran the full system test (ca. 3 h) and no issues were detected. Everything was shown as successful.

[erico]

There may indeed be a hardware issue with your notebook.

I hope your notebook is still within its warranty period.

Contact HP for warranty support.

You can use the HP Support Assistant app to access the Support Resources available to you.

[klotzam]

Erico,

Thanks a lot for your efforts. They were highly appreciated.

Yes, my laptop is still within warranty period. But I will have to send it in for repairs. That means weeks without it. Then I will probably get it back withpout data, which means 2 days of new setup. At least that's the way it goes here in Germany. 

I think I will do without this fingerprint sensor, although I have paid for it. Very disappointing. Hopefully one of the HP guys will read this thread. Customer satisfaction looks different :-(.