HP Envy 15 AE-103NA Fingerprint Reader

[Adz01]

SO, Since having a HP laptop I had one out of action for 4 months and then HP offered me this lovely machine...sadly issues..maybe my fault this time though!

So, I have removed windows 10, Installed a Samsung SSD 1TB and Installed My Genuine copy of Windows 7 Ultimate x64.

I have avoided installing any other drivers and Windows Updates just in case that leads to a format of the drive again.

So as of yet, I havent installed chipset drivers, bios update or any of the drivers for the devices in device manager show below but I will now...if need be they can be uninstalled.

So, I've been to the HP website, had HP choose the drivers based on my system and laptop and installed the drivers that were listed under keyboard, Mice & Input devices etc and installed the relevant simple pass software...Nothing...even during startup..the reader doesn't even flash or blink at all.

Previously I had the system set up all updates etc then still nothing so i thought i'd start again to ensure a clean slate. Done the many things suggested on other threads but nothing again...so this leads me to create this thread as this is a different model of laptop from anyone elses threads i've read.

eitherway SP74365 & SP71729 Drivers do nothing,

I would really like to avoid having another 4 months issue with the HP customer side of things so I would really like you tech guys to dig deep and go hardcore on this issue, if you don't mind.

Thank you all very much in advance,

Kind Regards

Adam

[Tardis40]

Hi @Adz01,

Welcome to the HP Support Forums! It is a great place to find the help you need, from other users, HP experts, and other support personnel. I understand you are having an issue with the fingerprint reader. I will be glad to help you.

I see you have downloaded the Synaptics TouchPad Driver sp74365.exe and  the software HP SimplePass Identity Protection Software sp71729.exe.

Here is a document for Troubleshooting a Fingerprint Reader (Windows 7, Vista, XP)

Please keep me informed of how things went. If you require further assistance, let me know and I will gladly do all I can to help you. Please let me know if this resolves the issue by marking this post as "Accept as Solution". To simply say thanks, click the Thumbs up below! 🙂

Thanks.

[Adz01]

Hi Tardis40,

Thank you very much for getting back to me!

Erm SP74365 is listed under Driver-Keyboard, Mouse and Input Devices and then Validity Fingerprint Sensor Driver so thats what I have downloaded as the driver for the reader...in which case HP has listed the wrong driver....however under installation it states its a validity sensor driver.

Otherwise I will have a look tardis thank you 😄

[Adz01]

Hi Tardis40,

After reading the troubleshooting article its confirmed that ive done all that.

It does mention the reader being broken if it doesn't show up on device manager...although i can't see how this is possible the laptop is in pristine condition and it was working prior to formating the drive.

It probably wouldnt bother me so much if it was actually listed in device manager...but it isnt!

KInd regards

Adam

[Tardis40]

.

HI @Adz01,

Thanks for the information.

Please use the following http://www.hp.com/contacthp and create a case for your issue and contact HP. If you live outside the US/Canada, please click the link below to get the contact information for your region.
http://www8.hp.com/us/en/contact-hp/ww-phone-assist.html

[Adz01]

Thanks Tardis40 but that's not a solution its a gateway to more problems. when having issues with the M6 i spent 20 minutes listening to an idiot take blind stabs at everything most of which has nothing to do with the the problem. All the people I've spoken to on HP support end are less experienced than I...so I wont waste my time.

All I know is that one of thise devices is a biometric scanner and the other may well be the blutooth but for now...for some reason...I can't even get the USB ports to work.

I fail to understand why HP assessed your system, then the OS...supplies drivers...and they do nothing. I can understand for the two unknown devices but not the rest.

If its possible...I need the raw driver (without the installer) for the biometric device thaths compatible for my OS. It would be nice to know the model of the device too.

Eitherway this is what it has progressed to:

No Biometric Device

No USB device (however the USB stick is recognised in the Bios it isn't in windows)

No ability to Utilise the BT function.

All drivers have now been installed and Windows Updates applied. Nothings changed.

I'm also finding it difficult to believe that there isn't a person on this forum that has enough knowledge to help with this. I've quite likely to send this machine back at this rate and ditch HP altogether.

I realise that the change of OS may be the issue but we should be allowed to do that without this sort of issue. The fact a manufacturer can install such a lacklustre, Unstable operating system (Win10) with so many security flaws seems ridiculous!

I build gaming Pc's and the such at request...never in the years of computing have i ever faced such a barage of issues...and its only happened with HP.

Sorry in advance for the rant but I'm sick to death with having a 2 laptops from HP and having these issues.

[Adz01 · Accepted solution]

Well, I have figured it it out.

The key is not  to install the latest version of Intel(R)_USB_3.0_eXtensible_Host_Controller_Driver.

For ALL 2015 onwards HP laptops that have had Windows 7 installed you need this driver..

Intel(R)_USB_3.0_eXtensible_Host_Controller_Driver_4.0.4.51

Don't download HP's cos it doesn't work theres drivers missing within the install package thats why devices such as:

Truvision Cam, Bluetooth, Biometric Devices and a host of other USB based devices do not work...those drivers aren't included.

Use THIS link, https://downloadcenter.intel.com/download/22824/USB-3-0-Driver-Intel-USB-3-0-eXtensible-Host-Control...

I'd recommend you install this immediately after the new install of Windows 7 prior to ANY Windows Updates.

I can only really advise this on the late 2015 models e.g.:

HP Envy 15 AE-XXX NA

HP Envy 17 AE-XXX NA

but it will most likely work with other too.

Install the Drivers and restart!

After that you may install simplepass, Nvidia, synaptics etc.

You will also most likely have NO internet access at ALL in the beginning, you need to go to HP's site on another computer and download the Intel graphics,  LAN and Intel Wifi Drivers and install those in order to directly download all other apps to your laptop.

IE on windows 7 is old therefore webpages show up incorrectly/broken...download and install Firefox or chrome.

Job done! I will post this in the forum and see if i can get it made into a sticky post!

Godspeed!

Adam

[Adz01]

Well, Thank me very much! it worked!

LMAO!