fingerprint sensor and facial recognition not working, after an update

[sajith25]

I've recieved an update 2weeks back, after the update im unable to use my fingerprint scanner. it use to show me fingerprint scanner but unable to read it, after few days, it started saying both the facial recognition and fingerprint scanner driver not found! or in compatiable to the device! 

[A_Gayathri]

Hi @sajith25 ,

Welcome to The HP Support Community.  

Thank you for posting your query, I will be glad to help you.

I understand you are facing an issue with your HP Pavilion Plus 14-inch Laptop fingerprint sensor and facial recognition may have occurred due to the recent Windows update. 

Here's a step-by-step guide to help resolve it:
 

1. Update Biometric Drivers

• Press Windows + X and select Device Manager.
• Scroll down to Biometric devices and Imaging devices.
• Right-click on the fingerprint sensor and facial recognition camera drivers (likely listed under biometric and imaging devices) and select Update driver.
• Choose Search automatically for updated driver software.
• Restart your laptop and check if they’re functional.

2. Roll Back Driver Update

• If updating didn’t work, you could try rolling back the drivers to the previous version:
  • In Device Manager, right-click the biometric device or camera, then select Properties > Driver tab > Roll Back Driver.
• Restart your laptop and check functionality again.

3. Download Latest Drivers from HP

• Go to the HP Support website and enter your laptop model (HP Pavilion Plus 14-eh0000).
• Download and install the latest drivers for both fingerprint and facial recognition under the Driver-Chipset or Driver-Keyboard, Mouse, and Input Devices sections.
• After installation, restart your computer.

4. Run Windows Biometric Troubleshooter

• Go to Settings > System > Troubleshoot > Other troubleshooters.
• Run the Hardware and Devices troubleshooter, as it can detect and potentially fix issues with biometrics.

5. Check Windows Hello Settings

• Go to Settings > Accounts > Sign-in options.
• Ensure that Windows Hello Fingerprint and Windows Hello Face are enabled. If they are missing, the update may have affected compatibility.

6. Uninstall Recent Windows Update

• If the problem persists, consider uninstalling the recent update:
  • Go to Settings > Windows Update > Update history > Uninstall updates.
• Choose the recent update, uninstall it, and restart your computer to check if this resolves the issue.

7. Perform a System Restore

• If none of the above steps work, you can perform a System Restore to revert the laptop to a point before the update.
• Go to Control Panel > Recovery > Open System Restore and select a restore point from before the update.

Refer to this document: HP Pavilion Plus 14-inch Laptop PC 14-eh0000 (56D76AV) User manual

I hope this helps. 

Take care and have a good day.

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