Error code with WIN Hello

[PELLEGRINO1]

Good morning,

Creating a PIN code is impossible on my account: the following message appears: "sorry an error has occurred, we are unable to configure your confidential code..., configure later".

This alarm appeared from the first config attempt with the fingerprint reader which ended in failure and therefore made it impossible to generate the confidential code. 

I reloaded the fingerprint reader app with no luck.

The rapid EFI test does not give any negative results.

At each attempt to create the PIN code, the event monitor displays the following critical fault: The "SynInfoCap" process stopped with attached copy.

Please follow up on this problem which appeared on a new PC, put into service on 2/11/2023

[A_Gayathri]

Hi @PELLEGRINO1,

Welcome to The HP Support Community.  

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

I understand the trouble you're having with setting up a PIN code and using the fingerprint reader on your new HP Pavilion laptop. Let's try to address this issue step by step. 

Steps to Troubleshoot Windows Hello PIN and Fingerprint Reader Issue

Update Windows and Drivers:

• Ensure your Windows is fully up-to-date. Go to Settings > Update & Security > Windows Update and check for updates.
• Update all drivers, especially those related to the fingerprint reader. You can do this through the Device Manager:
  • Right-click the Start button and select Device Manager.
  • Find your fingerprint reader under Biometric devices, right-click it, and select Update driver.

Reset Windows Hello:

• Go to Settings > Accounts > Sign-in options.
• Find Windows Hello PIN and select Remove.
• Restart your computer and then try setting up the PIN again.

Check the Biometric Services:

• Press Windows + R, type services.msc, and press Enter.
• Find the following services and ensure they are running:
  • Windows Biometric Service
  • Credential Manager
• Right-click each service and select Start if they are not running. If they are running, right-click and select Restart.

Run the Windows Hello Troubleshooter:

• Go to Settings > Update & Security > Troubleshoot.
• Click on Additional troubleshooters.
• Find and run the Hardware and Devices troubleshooter.

Clear the NGC Folder:

• Navigate to C:\Windows\ServiceProfiles\LocalService\AppData\Local\Microsoft\NGC.
• Delete all contents of this folder. You may need to take ownership of the folder to do this:
  • Right-click the NGC folder and select Properties.
  • Go to the Security tab and click Advanced.
  • Change the owner to your account and give full control.

Check for Software Conflicts:

• Make sure there are no third-party security software or fingerprint reader applications conflicting with Windows Hello.
• Temporarily disable or uninstall any third-party security software and try setting up the PIN again.

Event Viewer Details:

• Open Event Viewer by pressing Windows + R, typing eventvwr, and pressing Enter.
• Navigate to Windows Logs > Application.
• Look for any errors related to the "SynInfoCap" process and note the details. This information may help identify the specific issue.

Clean Boot:

• Perform a clean boot to see if any third-party applications are interfering with Windows Hello:
  • Press Windows + R, type msconfig, and press Enter.
  • Go to the Services tab, check Hide all Microsoft services, and click Disable all.
  • Go to the Startup tab and click Open Task Manager.
  • Disable all startup items and restart your computer.
  • Try setting up the PIN again.

Refer to this document: HP Pavilion 15.6 inch Laptop PC 15-eh1000 User manual 

I hope this helps. 

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. 

[A_Gayathri]

Hi @PELLEGRINO1,

Welcome to The HP Support Community.  

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

I understand the trouble you're having with setting up a PIN code and using the fingerprint reader on your new HP Pavilion laptop. Let's try to address this issue step by step. 

Steps to Troubleshoot Windows Hello PIN and Fingerprint Reader Issue

Update Windows and Drivers:

• Ensure your Windows is fully up-to-date. Go to Settings > Update & Security > Windows Update and check for updates.
• Update all drivers, especially those related to the fingerprint reader. You can do this through the Device Manager:
  • Right-click the Start button and select Device Manager.
  • Find your fingerprint reader under Biometric devices, right-click it, and select Update driver.

Reset Windows Hello:

• Go to Settings > Accounts > Sign-in options.
• Find Windows Hello PIN and select Remove.
• Restart your computer and then try setting up the PIN again.

Check the Biometric Services:

• Press Windows + R, type services.msc, and press Enter.
• Find the following services and ensure they are running:
  • Windows Biometric Service
  • Credential Manager
• Right-click each service and select Start if they are not running. If they are running, right-click and select Restart.

Run the Windows Hello Troubleshooter:

• Go to Settings > Update & Security > Troubleshoot.
• Click on Additional troubleshooters.
• Find and run the Hardware and Devices troubleshooter.

Clear the NGC Folder:

• Navigate to C:\Windows\ServiceProfiles\LocalService\AppData\Local\Microsoft\NGC.
• Delete all contents of this folder. You may need to take ownership of the folder to do this:
  • Right-click the NGC folder and select Properties.
  • Go to the Security tab and click Advanced.
  • Change the owner to your account and give full control.

Check for Software Conflicts:

• Make sure there are no third-party security software or fingerprint reader applications conflicting with Windows Hello.
• Temporarily disable or uninstall any third-party security software and try setting up the PIN again.

Event Viewer Details:

• Open Event Viewer by pressing Windows + R, typing eventvwr, and pressing Enter.
• Navigate to Windows Logs > Application.
• Look for any errors related to the "SynInfoCap" process and note the details. This information may help identify the specific issue.

Clean Boot:

• Perform a clean boot to see if any third-party applications are interfering with Windows Hello:
  • Press Windows + R, type msconfig, and press Enter.
  • Go to the Services tab, check Hide all Microsoft services, and click Disable all.
  • Go to the Startup tab and click Open Task Manager.
  • Disable all startup items and restart your computer.
  • Try setting up the PIN again.

Refer to this document: HP Pavilion 15.6 inch Laptop PC 15-eh1000 User manual 

HP PCs - Troubleshooting Windows Hello Face Recognition

I hope this helps. 

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. 

[PELLEGRINO1]

Hello Gaya 1239, thank you for the interest you have shown in the continuation of our discussion. I started to explore following your investigation plan, here are the results: 1° the driver update is OK. 2° the reset of WIN Hello is not OK: I cannot select "delete", the command button is frozen on "configure"; this state has existed from the beginning. Verification of biometric services works according to your checklist. I will continue the rest of the check list and I will return the rest of these investigations to you according to my availability. I wish you a good day and thank you for this invaluable help. Kind regards,

[A_Gayathri · Accepted solution]

Hi @PELLEGRINO1,

Thank you for your response, I appreciate your efforts. As the issue persists, I am sorry to hear that I'm sending out a private message to assist you with the next course of action. 

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

I 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. Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!