Face sign in // FingerPrint Issue

[Mahmoud87]

Dears
have any one face issue on Fingerprint or face sign in after upgrade laptop from windows 10 to windows 11

[Max3Aj]

Hi @Mahmoud87, Welcome to HP Support Community. 

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

We understand that you are facing issue with fingerprint or face sign-in (Windows Hello) after upgrading from Windows 10 to Windows 11.
Here are some possible solutions:

Check Windows Hello Settings

• Go to Settings > Accounts > Sign-in options
• Under Fingerprint recognition (Windows Hello) or Face recognition (Windows Hello), check if it says "This option is currently unavailable".

Update Drivers

• Open Device Manager (Win + X > Device Manager)
• Expand Biometric Devices
• Right-click on Fingerprint Sensor or IR Camera > Update driver > Search automatically for drivers
• If no updates are found, go to your laptop’s HP Support Page and download the latest fingerprint sensor or IR camera drivers.

Reinstall Fingerprint or IR Camera Drivers

• In Device Manager, right-click on the Fingerprint Sensor or IR Camera
• Select Uninstall device and Restart the laptop
• Windows should automatically reinstall the driver. If not, install it manually from HP’s website.

Enable Biometrics in Group Policy

• Press Win + R, type gpedit.msc, and hit Enter
• Navigate to:
  Computer Configuration > Administrative Templates > Windows Components > Biometrics
• Make sure the following settings are set to Enabled:
  • Allow the use of biometrics
  • Allow users to log on using biometrics
• Restart your laptop and try again.

Check for Windows Updates

• Go to Settings > Windows Update and check for any pending updates.

Reset Windows Hello

• Go to Settings > Accounts > Sign-in options
• Remove your Fingerprint or Face Recognition
• Restart your laptop and Set up Windows Hello again.

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

Max3Aj

HP Support 

[Mahmoud87]

still same problem not solved i do all steps remove and restart and reinstall by windows but still same problem not solved by any way thanks for support and replay

[Max3Aj]

Thank you for your response @Mahmoud87. 
If you've already tried all those steps and the issue persists, here are some advanced troubleshooting steps that may help resolve the problem:

Check if Biometrics is Enabled in Services

1. Press Win + R, type services.msc, and hit Enter.
2. Look for Windows Biometric Service.
3. Right-click it and select Restart.
4. Double-click it and make sure the Startup type is set to Automatic.
5. Restart your laptop and try using the fingerprint/face sign-in again.

Reset Windows Biometric Data

1. Open File Explorer and go to: C:\Windows\System32\WinBioDatabase
2. Delete all the files inside the WinBioDatabase folder.
3. Restart your laptop.
4. Go to Settings > Accounts > Sign-in options, then Set up Windows Hello again.

Manually Install HP Fingerprint/IR Camera Drivers

If the automatic driver installation doesn’t work, try manually installing the correct driver:

1. Download the latest drivers from HP:
   • Go to HP Software & Driver Downloads
   • Enter your model: HP Pavilion x360 Convertible 14-dw1000
   • Look for Fingerprint sensor and IR camera drivers under the "Driver-Chipset" section.
2. Manually install the driver:
   • In Device Manager, right-click on the Fingerprint Sensor or IR Camera and choose Update Driver.
   • Select Browse my computer for drivers.
   • Select the downloaded driver from HP and install it.

Create a New User Account

If the issue is related to your user profile, try creating a new account:

1. Open Settings > Accounts > Family & other users.
2. Click Add account, then Add a local user account.
3. Log into the new account and set up Windows Hello.
4. If it works on the new account, the issue is with your original profile. You may need to migrate your data to the new account.

Roll Back to Windows 10 (If Necessary)

If none of these solutions work and you urgently need Windows Hello, you may consider rolling back to Windows 10:

1. Settings > Recovery.
2. Under Go back, select Go back to Windows 10 (if available).
3. After rolling back, check if Windows Hello works.
4. You can then retry upgrading to Windows 11 while keeping Windows 10 drivers.

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

Max3Aj

HP Support