HP 255 G10 Windows Hello/Fingerprint sensor not working

[HelloWorld23]

Just bought a new HP 255 G10 Windows 11 laptop.
Sadly the fingerprint sensor is not working.
The fingerprint sensor or the biometric driver is nowhere to be found in the Device Manager, i also tried installing the ELAN fingerprint sensor driver but still not working. I checked the services.msc and i can see the fingerprint sensor service running. 
I also tried enabling the fingerprint reset on reboot in the bios, but still not working. Again, the windows update is fully complete, but didnt upgrade to 25h2
Save me from this issue.

[Dragon-Fur]

@HelloWorld23 

Edit / Update -

Add example illustration for fingerprint sensor / cover plate location.

Welcome to the HP Community --

This computer series supports a Fingerprint reader as an optional feature at the time of purchase.

That means not every system includes the fingerprint hardware.

You can purchase and install the fingerprint reader -- Be aware that doing so will perhaps break your Warranty.

Open

Maintenance and Service Guide

Pages 11-12

Fingerprint readers, which enable a fingerprint logon, can be located on the touchpad, on a side panel of
the computer, or on the top cover below the keyboard.

IMPORTANT: To verify that your computer supports fingerprint reader sign-in, select the Search icon
in the taskbar, type Sign-in options in the search box and press enter. If Fingerprint recognition is
not listed as an option, your computer does not include a fingerprint reader.

and

Special Keys - Page 12

If the Device Manager does not include Biometric Devices and a listing for the fingerprint sensor, the computer does not have an actual fingerprint sensor installed.

When the computer does not have the fingerprint sensor hardware, there might be a same color cover plate where the sensor would be located.

General Example --

Sample illustrates fingerprint sensor location and Device Manager > Biometric devices 

Device_Manager_Generic_Biometrics_Fingerprint_Camera_7

and

Part Numbers - Pages 17-18

and

Part Numbers and Replacement (Installation) Procedure - Starting on Page 42

Section Fingerprint reader (select products only)

===================================

Message Content References

-- Take advantage of the extensive HP Video collection --

                          ↓↓↓↓↓↓↓↓

Technology Tips - Video Gallery from our HP Expert greenturtle

 Technology Tips– YouTube Video Help for Printers

 HP Support Official Channel – HP Support Video Gallery

=--=--=--=--=--=--=--=--=--=--=--=--=--=--=--=--=--=

References / Resources

===========================================

HP Device Home Page - References and Resources

Learn about your Device - Solve Problems

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

NOTE:  Content depends on device type and Operating System

Categories: Warranty Check, Alerts, Troubleshooting, Security & Viruses, Software & Drivers, Setup & User Guides, Product Specifications, Accounts and Registration, Warranty & Repair

Open

 HP Product Home

 Enter the device type and model name of your HP product

OR

HP 255 15.6 inch G10 Notebook PC  

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Real people who own, use, and support HP devices.

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Question / Concern Answered, Click my Post "Accept as Solution"

[HelloWorld23]

just beside the touchpad, i have the fingerprint sensor built. So i feel the hardware is present

[Dragon-Fur]

@HelloWorld23 

OK --

If the Device Manager confirms the hardware is installed,

Use the information in the Device Manager > Biometric devices to find the type of fingerprint sensor.

Next,

Install the correct driver.

-- Reminder --

Installing a driver cannot fix or add missing hardware.

General Example --

Device_Manager_Generic_Biometrics_Fingerprint_Camera_8

Next

Open Category Software and Drivers for HP 255 15.6 inch G10 Notebook PC 

If needful, change the Operating System / Version to Windows / Windows 11 and Submit

Scroll down a bit, "Open all" to expand the driver list -

Open Driver-Keyboard, Mouse and Input Devices 

Select, download, save, and install the correct type of fingerprint sensor.

Restart the computer and log in.

Thank you for participating in the HP Community --

Real people who own, use, and support HP devices.

Click Yes to say Thank You !

Question / Concern Answered, Click my Post "Accept as Solution"

[HelloWorld23]

Okay, i tried downloading the driver but still not working. The problem is even if i install the driver, its not being reflected in the device manager. 

[Dragon-Fur]

@HelloWorld23 

No Biometric devices section in the Device Manager = No working fingerprint hardware installed.

The logical conclusion is that there is no fingerprint reader hardware installed in the computer.

Installing a driver cannot fix missing hardware.

================================

Check your purchase / shipping receipt.

Example of a purchase receipt -- partial equipment list

• 400 for HD IR Webcam Touchscreen Ambient Light Sensor (3840x2160)(550 Nits)
• → → Fingerprint Reader
• NVIDIA RTX™ A5000 Graphics (16 GB GDDR6)

If the fingerprint reader is listed,

Contact HP Support and ask for help.

--------------------------------------------------------------------------------------------

HP Support – Hardware / Technical Support for Devices in Warranty

Registered Devices in Warranty:

Contact HP Support

Start here:

 HP Support virtual repair center

Printers

 Contact HP Support – Printer Support

-- What else? --

- PartSurfer -

=== --- === --- === --- === --- ===

Find / Check for parts at PartSurfer / HP Parts Store

Reference: HP Notebook PCs - Ordering HP Certified Replacement Parts

PartSurfer might be able to tell you exactly which parts came installed with your device.

• For the most precise results, use your Serial Number for your search
• Reminder:  Do NOT post private information (including serial number) in the Community

Open PartSurfer

• Select your Country
• Enter the device Product Number , Serial Number, or Part Number in the Quick Search box
• HINT: To see a system-specific list, replace the Product Number with your device Serial Number
• Items accompanied by a tiny box in the Add-to-Cart column are available for purchase

Parts marked as "n/a" (or are missing from the list) are not available from HP.

-- Sample --

Tab Advanced(Unique Product S/N)

353A9AV

M75762-001

SPS-FINGERPRINT READER

FINGERPRINT READER

N/A

N

Compliant

Thank you for participating in the HP Community --

Real people who own, use, and support HP devices.

Click Yes to say Thank You !

Question / Concern Answered, Click my Post "Accept as Solution"

[HelloWorld23]

SPS-FINGERPRINT READER MODULE NSV - PC BOARD FINGERPRINTEL MODULE NSV - Compliant/Exempted
SPS-CABLE FINGERPRINT CABLE FINGERPRINT Compliant
so there is something like you mentioned. Does it mean that the sensor should be working?

[Dragon-Fur]

@HelloWorld23 

I believe you ought to contact HP Support.

Regardless of how it appears, if the Device Manager does not detect the hardware you seek, the hardware is either not installed or is not working.

In so much that I am aware, consumer grade BIOS would auto-enable a working fingerprint reader .

Have a copy of your receipt ready should HP Support wish to verify the purchase..

🍀

Thank you for participating in the HP Community --

Real people who own, use, and support HP devices.

Click Yes to say Thank You !

Question / Concern Answered, Click my Post "Accept as Solution"