Synaptics fingerprint reader no longer works - tried everything

[Fnumber1user]

Had to send my Envy X360 back as it had swollen battery, faulty graphics chip, and a failing hard drive etc etc.

Since return the Synaptics fingerprint reader does not work - have tried everything, including rolling everything back to windows 10, wiping all hard drive data etc.

Have used device manager and turned device off, removed drivers, checked windows updater for optional drivers - nothing works.

DM shows under general 'the device is working properly' but under events 'Device ACPI\SYNA8007\1 requires further installation'.

It worked before laptop went in for repair, so must be compatible with Windows11, which I have gone back to. Tried all the usual HPSA, uninstalling drivers, checking windows update (no optional updates available/listed), phonecalls to HP,  and they say the only option is to return the laptop again for repair.

I use the machine for business and its a real PITA if that is the only option.

Any help gratefully received...

[Dilip_18]

Hi@Fnumber1user,

Welcome to the HP Support Community! I'd like to help!

I see you are experiencing issues with the HP ENVY X360 Notebook the Synaptics fingerprint reader no longer works. I apologize for the Inconvenience. 

I have a few recommendations 

• Update your Notebook computer to latest BIOS from HP.COM.
• Make sure the Windows and HP support assistant updates are up to date. 
• Remove your fingerprint reader
• Change your PIN
• Update your device drivers
• Turn off the “save power” mode for USB ports
• Make sure biometrics is enabled
• Turn off Fast Startup
• Reinstall the fingerprint software

Hope this helps! Keep me posted. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.
Click on the YES button to reply that the response was helpful and/or to say “Thank You”.

Have a great day!

[Fnumber1user]

Tried all of the above - still no joy. Laptop has even had a factory reset - none of which worked.

Thanks for trying though...

[Dilip_18]

Hi@Fnumber1user,

Thank you for responding, I appreciate your time and effort.

I have a few recommendations 

1. Shut down the computer.
2. Press the start button and immediately press F10 for BIOS and navigate to the Security tab.
3. Select Fingerprint Reset on Reboot and change to Yes.
4. Exit and restart, accept the cautions.

5. Set up Windows Hello Fingerprint.

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

[Fnumber1user]

There is no fingerprint shown in BIOS, even though its showing the same BIOS F.27 as it was on before the laptop was repaired by HP.

[Dilip_18]

Hi@Fnumber1user,

Thank you for responding, I appreciate your time and effort.

I would request you to contact our HP Support and our Support Engineers should be able to Remote into your computer and sort this out. HP Support can be reached by clicking on the following link: https://www.hp.com/contacthp/
 

Please feel free to contact us here anytime you need any further assistance.

Have a great day!