The finger print scanner is not working on Windows (10.0.19042)

[ThomasPhilip]

Hello, the finger-print scanner on my HP Envy 13-aq1xxx series laptop (Product number: 6UW75AV) is not working. Even though the windows device manager lists the sensor and states that the device is working properly, nothing really happens. It has been working fine some months back.

When I try installing new drivers from the HP website, the installer says OS version 10.0.19042 is not supported.

Device statusWhen trying to install drivers

Thank you and if you need any more information please ask.

[Echo_Lake]

@ThomasPhilip

Thank you for posting on HP Support Community.
 

Don't worry as I'll be glad to help, I have a few troubleshooting steps we could try to fix the issue:  

• Hold down the Windows key and press R
• Run window, type devmgmt.msc and hit enter.
• In the Device Manager window, expand Mice and other pointing devices.
• Right-click the Synaptic device and select Uninstall - you should also get a prompt to remove the current driver, tick the box to allow this and then proceed with the uninstall.
• Once its complete, restart your computer to check. 

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[ThomasPhilip]

Thank you for the quick response.  @Echo_Lake

I did everything as you said, but still, the fingerprint sensor doesn't seem to be working. When I try setting up Windows Hello Fingerprint it says something went wrong and try again. 

Current state

[Echo_Lake]

@ThomasPhilip

Thank you for posting back.

Firstly, perform Windows Update and HP Support Assistant: (do not skip any troubleshooting steps if you feel steps are repeating) 

To check for updates now, select the Start button, and then go to Settings  > Update & security  > Windows Update, and select Check for updates.

Install updates from HP Support Assistant: Go to Download HP Support Assistant to install the tool.

1. To open HP Support Assistant, double-click the HP Support Assistant icon .
2. Click My devices in the top menu, and then click Updates in the PC or My notebook pane.
3. Click Check for updates and messages to scan for new updates.
4. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.
5. Click the update name for a description, version number, and file size.
6. Select the box next to any updates you want to install, and then click Download and install.

Keep me posted for further assistance.

[ThomasPhilip]

.@Echo_Lake

Thank you for the response.

I have installed some updates via Windows Update, there weren't any updates available when I tried HP Support Assistant.

After installing the updates and some system restarts, the fingerprint sensor still wasn't working.

Also after the updates, the Synaptics driver was listed again under Mouse and other pointing devices, there's also one Synaptics driver under HID devices as well.

Windows OS infoCurrent Device manager statusCurrent Device manager status

[Echo_Lake]

@ThomasPhilip

Thank you for posting back. 

I appreciate your efforts to try and resolve the issue. I would suggest performing system factory reset will put the computer back to the original factory settings in this way all corrupted and outdated software will be removed. 

While doing the recovery there is an option to back up your personal files. If you have not previously done one now is a good time. 

Restoring Files that were Backed Up Using HP Recovery Manager (Windows )You can also contact HP support for assistance. They can remotely access your system to help alleviate difficulties: www.hp.com/contacthp/

The HP Cloud Recovery Tool allows you to download recovery software to a USB drive. You can use the downloaded recovery image file in order to install the Windows operating system. 

• Click here: https://support.hp.com/in-en/document/c04758961#AbT3to perform System Recovery (Windows 10) 
• Click here: https://support.hp.com/in-en/document/c06162205 to Use the HP Cloud Recovery Tool (Windows 10)

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[ThomasPhilip]

.@Echo_Lake

Thanks for the response.

If I reset the system to factory settings would I lose all my software and applications? I'm guessing that I would have to reinstall all my programs again. There is a lot of daily work that I do with my laptop, I don't think I'm comfortable resetting my system at the moment. 

In the future, I might reset it as you said, and I will definitely keep you updated.

Meanwhile, if there are any other options to try, do let me know.

Thank you.

[Echo_Lake]

@ThomasPhilip

Thank you for posting back. 

I appreciate your efforts to try and resolve the issue. As we have limited support boundaries in the support community as of now.

I would request you to contact our 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: www.hp.com/contacthp/