Unable to find fingerprint reader

[amjones9]

Hello,

I cannot Setup Windows Hello. The fingerprint reader and facial recognition are disabled and states "We couldn't find a camera compatible with Windows Hello." I used both previously but sent it off for repairs and when it came back, I could access neither. How can I fix this?

[Nal_NR]

Hi @amjones9,

Welcome to the HP Support Community. 

Do not worry, I'd be happy to help you! 

I understand that you are facing issues with the fingerprint scanner. 

Have you made any changes to your hardware or OS? If yes that could be causing the issue. 

When your fingerprint sensor on the HP ENVY x360 isn't working, a few troubleshooting steps might help:

Update Drivers: Check for driver updates in the Device Manager. Look for the fingerprint sensor, right-click, and select "Update driver." Ensure you have the latest drivers installed for the sensor.

BIOS Update: Sometimes, a BIOS update can resolve hardware-related issues. Visit HP's official support website, enter your laptop's model number, and download the latest BIOS update.

Check Fingerprint Settings: Go to Settings > Accounts > Sign-in options. Under "Windows Hello Fingerprint," ensure it's set up correctly and that your fingerprints are enrolled.

Clean the Sensor: Use a soft cloth to clean the fingerprint sensor. Dirt or residue might hinder its functionality.

Disable/Enable Fingerprint Sensor: In Device Manager, disable and then re-enable the fingerprint sensor. This can refresh the device and potentially resolve any temporary issues.

Run Hardware Troubleshooter: Use the built-in Windows Hardware Troubleshooter to detect and fix any issues with the fingerprint sensor.

Reset Fingerprint Data: If none of the above steps work, consider removing your fingerprints from the settings and re-enrolling them.

Hope this helps! Keep me posted for further assistance.
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