hp envy 13t fingerprint exhibits erratic behavior

[Neptunia]

Hello,

I almost had the issue since I bought the laptop. It's a fingerprint issue which stops responding sporadically. So, I have to either restart the laptop or reset its driver (uninstall and install). There have been new drivers for the fingerprint sensor and yet the problem not resolved. What I expect is a proper fix to the issue and not cliche answers like windows related answer (setting up fingrprint or so), updating bios, resetting the driver (which I did already), etc.

Please help with proper resolution.

[Echo_Lake]

@Neptunia

Thank you for posting on the HP Support Community.

This sounds like hardware related issue with the computer. Hence, I would request you to reach out to our Support and our Support Engineers should be able to check the available service options in order to diagnose the computer physically. HP Support can be reached by clicking on the following link:  www.hp.com/contacthp/​​​​​​​

Please feel free to contact us here anytime you need any further assistance. Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[Neptunia]

Thanks for the reply.

Generally speaking, I think it's better to blame the driver first ahead of hardware.

- Are you sure there is no issue with the driver?

- What if the hardware fix doesn't resolve the issue?

I absolutely don't want to send my laptop for hypothetical solution for repair for a week or two. Otherwise, why am I here?

Many of the miscellaneous issues route back to Windows as well. For this case, undocumented Windows Hello behavior might be linked too.

I'd like to hear proper resolutions not guesses. Thank you.

[Kumar0307]

@Neptunia

Let us try these steps to check and resolve any driver issues:

Install updates using HP Support Assistant

1. In the search box, type and open HP Support Assistant. 
2. Check for updates. 
3. If the updates are available, click on install and restart the computer.  

Note: If you do not have HP Support Assistant installed, Click here to download the same.

Let us run a test on the hardware components of the PC

1. Hold the power button for at least five seconds to turn off the computer.

2. Turn on the computer and immediately press Esc repeatedly, about once every second. When the menu appears, press the F2 key.

3. Perform System Test > Extensive test. Share the result on your next post.

For more info on Troubleshooting a Fingerprint Reader, refer to this document. (Holds good for Win 10)

Let me know how this goes.