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‎03-29-2020 01:21 PM

HP Recommended
Product: laptop 15s-fq0xxx
Operating System: Microsoft Windows 10 (64-bit)

hi everyone: I've a problem after the last upgrade of OS.

after the upgrade,my fingerprint sensor doesn't work.

if I see in settings --> device management, I see that fingerprint has a yellow triangle and if I click on its icon I read this:

"Windows is unable to load the necessary drivers. The device is not working properly. (Code 31)".

How can I resolve this?

Is a probelm from HP or Windows?

thank you very much to those who will be able to help me!

4 REPLIES 4

‎03-29-2020 01:37 PM

HP Recommended

Hi:

 

The only suggestion I can offer, would be to install the latest fingerprint sensor driver from your notebook's support page.

 

ELAN Fingerprint Sensor Driver(Windows 10 v1903/v1909)

 

3.2.12011.10012        Dec 3, 2019

 

https://ftp.hp.com/pub/softpaq/sp100001-100500/sp100398.exe

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‎03-29-2020 01:47 PM

HP Recommended

thank you for your fast answer.

I download and re-installed this version of driver but i don't resolve my problem.

I'll try to call hp customer service and I'll ask them if they have much more ideas to resolve my mistery.

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‎03-29-2020 03:00 PM

HP Recommended

You're very welcome.

 

Sorry that installing the latest driver didn't resolve the problem.

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‎03-31-2020 05:05 AM

HP Recommended

Hi,

yesterday I contacted the hp's customer care and I didn't resolve my problem...

But I've seen a video on You Tube and I reinstalled the drivers of fingerprint manually and finally I resolve.

Thank you so much for your help

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