Windows Hello Fingerpint

[fardin019]

Windows Hello Fingerprint keeps saying ''This Option is unavailable''.

- Windows Hello Face Software device is up to date

- Biometric Service is running

[Dragon-Fur]

@fardin019 

Welcome to the HP User Community.

There is a notation in the Maintenance and Service Guide that the fingerprint reader is an optional item on selected products.

Does your Device Manager detect the fingerprint reader?

If yes, type?

If yes,

Is the latest BIOS installed?

Are the other HP software and drivers updated / installed?

Note:  Commercial machines support HP Image Assistant to update drivers

When did the problem start?

Have there been any Windows Updates or other changes when the problem started?

After BIOS and other updates are applied

Next,

Device Manager - Biometric Devices > Right-Click on fingerprint reader > Properties

If yes, is there a Power Management tab?

If yes, Clear / Uncheck box next to

“Allow the computer to turn off this device to save power”

Click OK to save the change

and

Check for any difference

Restart the computer and sign in - check for any difference

Example - Device Manager - Biometric Devices

Device_Manager_Biometrics_1

References / Resources

HP Image Assistant is a free tool that aids IT Administrators improve the quality and security of their PC Windows image by diagnosing the image, identifying problems, recommending solutions, and analyzing their PC’s readiness for migration between Windows 7 and Windows 10 / Windows 11

HP Image Assistant can be downloaded at the HP Manageability website.

HP Image Assistant (HPIA)

From the Image Assistant Web page:

• HPIA User Guide
• HPIA Supported Platforms

HP Device Home Page - References and Resources – Learn about your Device - Solve Problems

When the website support page opens, Select (as available) a Category > Topic > Subtopic

NOTE:  Content depends on device type and Operating System

Categories:  Alerts, Warranty Check, HP Drivers / Software and BIOS, How-to Videos, Bulletins/Notices, How-to Documents, Troubleshooting, Manuals > User Guide, Service and Maintenance Guide (Replacement Parts and Procedures), Product Information (Specifications), more

Open

HP ZBook Firefly 14 inch G8 Mobile Workstation PC 

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Question / Concern Answered, Click "Accept as Solution"

[fardin019]

Yes, my device manager can detect the fingerprint scanner.

Yes, latest BIOS version is installed.

All drivers are up-to-date.

I only have the 'Windows Hello Face Software Device' driver and not the 'Synaptics' one installed.

The 'Windows Hello Face Software Device' does not have 'Power Management' tab.

Can I get an official link to download the Synaptic one?

The pc is completely new, I started it up skipping Sign-in options and had everything updated.

When it was done I could not access the fingerprint sign-in option.

Best regards.

[fardin019]

I got the driver for the Synaptics Biometric Driver, unfortunately when I installed the driver nothing happened.

I checked in the Device Manager, it is not detected at all.

[Dragon-Fur]

@fardin019 

---

@fardin019 wrote:

Yes, my device manager can detect the fingerprint scanner.

Yes, latest BIOS version is installed.

All drivers are up-to-date.

I only have the 'Windows Hello Face Software Device' driver and not the 'Synaptics' one installed.

The 'Windows Hello Face Software Device' does not have 'Power Management' tab.

Can I get an official link to download the Synaptic one?

The pc is completely new, I started it up skipping Sign-in options and had everything updated.

When it was done I could not access the fingerprint sign-in option.

and

I got the driver for the Synaptics Biometric Driver, unfortunately when I installed the driver nothing happened.

I checked in the Device Manager, it is not detected at all.

---

If you skipped the Sign-in options,

You can perhaps go back and change those options now.

Reminder:  In so much that I am aware, you still need to have assigned a PIN to be able to use the Biometric. 

Help / How-to:  

Learn about Windows Hello and set it up - Windows 10 / Windows 11

The drivers for your device are located in your computer category Software and Drivers 

Fingerprint driver

Synaptics FS7600 WBF Touch Fingerprint Driver

I don't think the driver is going to make any difference until the Sign-In options are aware of the fingerprint setup.

The "driver" is merely the vehicle - that is, the Operating System can use it to interact with the fingerprint reader.

Thank you for participating in the HP Community.

Our Community is comprised of volunteers - people who own and use HP devices.

Click Helpful = Yes to say Thank You

Question / Concern Answered, Click "Accept as Solution"

[fardin019]

After going back and adding PIN, that's what I see on fingerprint.

[Dragon-Fur]

@fardin019 

Assuming the fingerprint reader is installed and functional,

Try / Consider

• Switch OFF Fast Start
• Run Forced Start / Reset

Read everything- then proceed.

Switch off / on Fast Start

Fast Start uses a "saved configuration" to more quickly start your computer.  

This is great until / if "something" is saved that should have been discarded during the boot sequence.

Switching off the option forces the computer to boot from the Windows Operating System and File System on the disk.

Windows 10

Settings   > System > Power and Sleep > Additional Power Settings

Choose what the power buttons do

Click Change settings that are currently unavailable 

Remove Check (clear box) Turn on fast startup (recommended)

Save Changes

Windows 11 or Windows 10

Control Panel > icon view > Power Options

Choose what the power buttons do

Click Change settings that are currently unavailable 

Remove Check (clear box) Turn on fast startup (recommended)

Save Changes

Next,

Close programs (for example, browsers, games, email) and close any open windows

Next,

Windows key + X + A (opens Cmd prompt as Admin)

Next,

When the command window opens, type / paste the following command and hit Enter:

shutdown /s /t 0

• Wait for the computer to shut down completely (a few seconds)
• Boot the computer > Log in > Wait around for a couple of minutes (yes, wait, do not rush) >
• Try shutting down the notebook from Windows key > Power

Optional - After all issues are cleared:

Switch ON the fast startup setting.

Know that you do not have to run Fast Start as an option.

Starting the computer takes a few more seconds to complete the boot - might be worth it.

Important

• Business Notebooks > Fast Boot setup may be enabled / disabled in the BIOS

Shut down the workstation > Power on, immediately tap-tap-tap F10 to enter the BIOS >

Advanced > Boot Options

Check / Uncheck Fast boot > Save and exit

OR

Elevated command prompt - run the following command:

REG ADD "HKLM\SYSTEM\CurrentControlSet\Control\Session Manager\Power" /V HiberbootEnabled /T REG_dWORD /D 0 /F

======================================================================

“Press and Pray” 

Forced Restart / Boot

If there are boot issues that prevent a complete or clean boot of the Operating System,

IF there is not actually anything wrong with the windows installation or the File System,

Then

The following procedure might resolve the issue.

1. Unplug everything, including power and all other externally connected components
2. Press and hold down the power button for thirty (30) to forty (40) seconds
3. Release the power button
4. Plug in only basic components needed to start / boot the computer

• Desktop:  Connect Power, wired mouse and keyboard, HDMI to monitor (and monitor is powered on).  Make sure Power is properly connected and all the way plugged in on both wall and machine.
• Notebook:  Connect AC Power.  Make sure Power properly connected and is all the way plugged in on both wall and machine.

1. Switch on the system with power button - Click power and release (as for normal boot)

Hoped for Results:

• System switches on, monitor active, mouse and keyboard responsive,
• Where applicable, fingerprint reader active

When the system reboots,

1. Log in
2. Connect LAN (Ethernet)
3. Connect other components (USB, external webcam, speakers...)
4. General housekeeping (checks, more staring at it)

Thank you for participating in the HP Community.

Our Community is comprised of volunteers - people who own and use HP devices.

Click Helpful = Yes to say Thank You

Question / Concern Answered, Click "Accept as Solution"

[fardin019]

Unfortunately it did not work.

And yes, I actually prayed before pressing the power button. 😂

[Dragon-Fur]

@fardin019 

Generally - when the hardware  and the OS are healthy,  "something will kick it free"...

• Device Driver is actually detecting the hardware
• Windows Updates are current
• Other Sign-in Options are working, including PIN
• Uninstalling the driver > Restart > Install the Driver
• Switch OFF Fast Start (switched off is slower but boots the OS from what is on disk as opposed to "memory" boot)
• Forced Reset
• Check BIOS for commercial systems...

One thing you could do, if you wish -

Set the BIOS back to defaults and Save

You might have to go back in to reconfigure something later (backlit keyboard timeout, for example).

I am out of ideas for the moment.

Perhaps another member will have something more to offer.

Very rarely, the fingerprint reader can fail - this is not common - AND the Device Manager would usually give an indication something is wrong in the Biometric > Properties > Tab Events > View all events

Less rare, but rather more than some want to try,

Reload Windows - If the error is in the OS, reloading Windows will fix it.

Yes, it's a lot more work than the other easier options.

No one likes this solution.

Thank you for participating in the HP Community.

Our Community is comprised of volunteers - people who own and use HP devices.

Click Helpful = Yes to say Thank You

Question / Concern Answered, Click "Accept as Solution"

[fardin019]

I will look into it.

Thanks for the help, I really appreciate it.