fingerprint reader doesn't always recognise my fingerprint and can't update my saved fingerprints

[Sarge57]

since an operation and losing weight, my fingerprint reader intermittently recognises my fingerprints.   I want to re-enter my fingerprint data (it's been 15 years since I entered them)  but the  Protect security manager needs me to scan my fingerprint in order to access it.  Whereas I can often get into my laptop with my fingerprints, I can never get the protect manager to recognise my prints.  I can't find any way of accessing it with my  main password.

Is this a system error, or am I doing something wrong ?  

thanks for any help.  Lee

[Sneha_01]

Hi @Sarge57 

Welcome to HP Support Community.

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

Hi Lee! It sounds like you’re running into an issue with your fingerprint reader not consistently recognizing your prints, and you're also stuck trying to update your saved fingerprints in the Protect Security Manager. Given that your prints aren't being recognized as reliably now, and you've been unable to access the Protect Manager, there are a couple of things we can try to work around this.

Here's what you can do:

1. Try Accessing with a PIN or Password (Bypassing Fingerprint Login)

In cases like this, Windows should still allow you to log in using a PIN or password if the fingerprint login fails. Since you’ve mentioned that the fingerprint is sometimes recognized, it's worth trying these methods:

• On the login screen, you should see an option to either use your PIN or password instead of the fingerprint.
• If you can't access your Protect Security Manager with the fingerprint, but you can still access the computer with the PIN or password, that would be the easiest way to regain access.

If you don't have a PIN set up, you can set up a PIN under Settings > Accounts > Sign-in options in Windows.

2. Accessing Protect Security Manager via Password Recovery

If Protect Security Manager is asking for the fingerprint and you can't get it recognized, it's possible that the program also offers a password recovery or backup method (often tied to your main account or a recovery key you might have set up). Unfortunately, if it only recognizes fingerprints for access and you cannot bypass this, you may need to:

• Look for a "Forgot password" or "Reset fingerprint data" option in the Protect Security Manager interface. This would allow you to reset or update the fingerprint data.

3. Re-register Your Fingerprints

Since you’ve had the same prints for years, and now with changes to your hands (like weight loss), it’s a good idea to re-register your fingerprints:

• Clear any old fingerprints from the system (if possible) to avoid interference.
• Go to Settings > Accounts > Sign-in options in Windows, and under the Fingerprint section, you should be able to remove and add new fingerprints.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support

[Sarge57]

Hello Rachel,

thank you for your message, and your follow ups, I am sorry but health issues mean that I have not been able to get round to this problem very quickly. 

Anyway, I have been looking at it today.   You make 3 main suggestions in your message. 

The first is to access the PC with a pin or password.  I am not having any real difficulty accessing my computer,  I already have a password set up and I can use that any time that the fingerfrints dont work.  Also as I am recovering from my surgery, I find that the password access is becoming gradually more reliable, and I can now gain access via fingerprints about 75% of the time.  So in the big scheme of things I don't have a trerribly urgent problem.

Your second suggestion is to access PSM via password recovery/backup.  This is exactly what I am trying to do, but I cannot find a "forgot password" nor a "Reset Fingerprint" option in the PSM.  When I go into "Client Security Manager", there is a "Password Manager", in there it says to open the password manager by typing "Ctrl+Windows+H", but pressing these 3 keys at the same time doesn't do anything ???

Also in the PSM there is a "Credentials" section and in there is a "Fingerprints" section, but if I try to access this it says

but it never ever recognises my fingerprints for this verification.

Your 3rd suggestion is to "re-register my fingerprints"  this is of course what I am trying (and failing) to do.  However I am very reluctant to clear my old fingerprints, as this will just mean I have zero chance of ever getting past the fingerprint verification.  I cannot find "sign in options"  in control panel (not settings ~ I am using windows 7).  However in control pane/user accounts and family safety/user accounts, there is an option to "manage your fingerprint data" but when I click that I get this ~

which is very strange as I am successfully using the fingerprint reader 75% of the time.  

So that is the state I am in, and to be honest I am tired of going round and round in circles.  I want to be told what to do and exactly where to find the place I need to do it.  

Thank you, Sarge

[Sarge57]

Hello ???

I am still waiting for a reply.

Have you given up ?

Sarge 

[Sarge57]

Why are you not replying to me ?

[Sarge57]

what is happening ?????????????   Do I have to start the thread again ?