Fingerprint sensor setup not working on a EliteBook 1040 G11

[ASrock]

There a quite a few entries to the topic "Fingerprint sensor not working". None though solved my problem.

Error when trying to setup the Fingerprint login in Windows Hello on my brand new EliteBook 1040 G11.

I see no problem in the computer management biometric devices and the Synaptics sensor device and driver

The reset op TPM and Fingerprint sensor in BIOS did not fix the issue.

Installed latest driver via Windows update. No issues

I see and can use the Fingerprint  in Windows Hello and can start setup.

However, once I touch the sensor to record my fingerprint I get the message "An error occurred" and "Retry".

No fingerprint can be recorded, no fingerprint option at login.

Anything I do wrong? Is there a generic driver I can use? Get the support involved? (the device is brand new)

[ASrock · Accepted solution]

Tried to do a Windows repair and fix the issue with  Media Creation Tool and a Windows image restore...I disabled drivers and removed the fingerprint sensor etc.... nothing helped.

HP support tried to fix the issue remotely undortuntely none of the attempts helped. The support warned me that a new install may finally fix the issue...I was reluctant due to many cutomisations and SW tools I had alredy configured

Eventually I had to do a windows install from scratch...That finally solved the issue. Fingerprint and face recognition are working again.