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‎03-07-2019 02:49 PM - edited ‎03-07-2019 03:11 PM

HP Recommended
Product: HP Spectre x360 Convertible 13-ap0xxx
Operating System: Microsoft Windows 10 (64-bit)

Hello, just bought HP Spectre x360 Convertible 13-ap0xxx (the new model with long battery life) and I'm trying to setup windows hello.

Under fingerprint, I press Set up, then  Get Started.

Then I enter my pin number.

 

Then the following happens:

"Touch the finger print reader" appears on the screen.

I place my finger on the reader.

Great

Lift and touch again

Lift your finger and touch the sensor again

Sorry, something went wrong.

The fingerprint reader is disconnected. Reconnect it and try again.

Close.

 

Can't setup the finger print. There is a problem.

I tried to remove the driver and even downloaded a supposedly updated one for my model (from HP website), but it didn't help.

Under biometric devices, in the device manager I have:

Synaptics WBDI Fingerprint Reader - USB 102

port_#0009.Hub_#0001

Device status: This device is working properly.

 

I can set up the windows hello camera recognition (tried and it worked), but I want to setup the fingerprint.

 

Please help.

15 people had the same question
3 REPLIES 3

‎07-25-2019 07:51 PM

HP Recommended

 I am also facing the same issue. unable to setup fingerprint

Was this reply helpful? Yes No

‎07-26-2019 01:49 AM

HP Recommended

Sorry to hear that you are facing the same issue. At the end, I've contacted HP support, and they've replaced the laptop, so I guess it was a hardware issue.

Was this reply helpful? Yes No

‎12-14-2019 04:27 PM

HP Recommended

I know this is not the answer you're looking for but I would not set-up the fingerprint reader.  I set-up mine without any issue but it only recognizes my fingerprint less than 10% of the time.  I deleted and re-scanned my fingerprints multiple times with no luck.  I would just go with the password or pin option.

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