Facial Recognition and Fingerprint Sign In options not working

[benweru]

UpdatesTrying to set up Sign In optionsI have a HP Spectre x360 14. I purchased it in October 2024 and until a few days ago it was working fine. After a new HP update however, my Windows Hello Sign In options such as facial recognition and fingerprint no longer work. When I go to settings on Windows 11, it says "currently not available". This happened after HP Inc. - Firmware - 15.13.0.0 and HP Inc. - SoftwareComponent - 1.73.4045.0 updates which I did at the same time. It updated my BIOS. To clarify this is a HP update that caused this and not a windows update or anything wrong with the version of windows. I tried to rollback my windows updates and this did not help. My device is now up to date yet I am unable to use these features

[Bill_To]

Greetings @benweru 

Welcome to the HP Forum.

Windows Hello uses the TPM to store authentication data.

The BIOS update will reset the BIOS TPM. You may need to clear the Windows TPM to begin using a PIN and biometric sign in options.

You must back up data before doing anything. 

First you should disable BitLocker if it is enabled. Look in Control Panel>Device Encryption.

I don't use BitLocker. You can lose access to the encrypted drive if the TPM gets corrupted.

Then clear the TPM in Settings>Privacy and Security>Windows Security>Device Security>Security processor details>Security processor troubleshooting.

You could also try a W11 in-place upgrade if the above steps don't work. Can't say if doing an upgrade will fix the problem. I've never had to do this to solve a TPM problem.

Regards

[benweru]

Hi Bill, I've followed your instructions and cleared TPM from security processor troubleshooting, and my device restarted. When I go to set up sign in options however, the windows hello features are still unavailable. I installed HP assistant to try and perform an in-place upgrade, but the assistant doesn't give me that option (refer to screenshot). Please advise.

[Bill_To]

Greetings @benweru 

Sorry to hear clearing the TPM did not help. That procedure has worked for me.

The Windows in-place upgrade option, if you're running W11 22H2 or later, is in Settings>System>Recovery> Fix  problems using Windows Update.

Or check out this Microsoft video if the in-place option is not available in Settings.

Regards