Can't setup fingerprint scanner on 840 G6

[fede81s]

Hello, I have a Elitebook 840 G6, and I can't setup the fingerprint ID in Windows 11.

I already installed updated drivers, I even did a clean install of Win11 with no luck.

When I want to setup my finger, it ask me to put it on the sensor and it recognises it the first time, but when it says "keep touching the sensor" it says there and does nothing... I have to cancel it because it doesn't recognize the second and next "touches"

Any suggestions?

(in english it says "touch again the sensor" and it stays there)

Thanks!!

[ub6424]

Hello @fede81s 

Sorry to hear that you are having problems ... and I would like to help you.

(1) Update BIOS

HP BIOS and System Firmware (R70)

01.20.01 Rev.A

20.2 MB

Jun 16, 2022

Download

Why should you install the update ?

https://support.hp.com/us-en/document/ish_4123786-2338478-16

Quote: "

Updating the BIOS is recommended as standard maintenance of the computer. It can also help resolve the following issues:

 An available BIOS update resolves a specific issue or improves computer performance.

• The current BIOS does not support a hardware component or a Windows upgrade.
• HP Support recommends installing a specific BIOS update.

"

(2) Reboot

(3) Install/Update

Intel Chipset Installation Utility

10.1.18121.8164 Rev.A

3.0 MB

Jan 14, 2020

Download

Intel Dynamic Tuning Driver

8.6.10402.11528 Rev.A

5.7 MB

Mar 23, 2020

Download

Intel Management Engine Driver

2205.15.0.2623 Rev.W

401.3 MB

Apr 8, 2022

Download

Intel Sensor Hub Components Driver

3.10.100.3923 Rev.A

3.4 MB

Oct 30, 2019

Download

Intel Serial IO Driver

30.100.2020.7 Rev.A

3.0 MB

Apr 28, 2021

Download

Synaptics VFS7552 WBF Touch Fingerprint Driver

5.5.27.1099 Rev.A

10.5 MB

Sep 21, 2020

Download

(4) Reboot and test again ... 

(5) See -> HP Notebook PCs - Fingerprint reader troubleshooting

https://support.hp.com/id-en/document/ish_3888278-3226025-16

(6) See -> HP PCs - Set Up Sign-in Options for Windows Hello (Windows 10)

https://support.hp.com/us-en/document/c06243676

Section <Setting up a fingerprint reader>

(7) Please report your results

[fede81s]

Hi thank you for your answer, but BIOS is already updated to that version, and I installed all the updated drivers with no luck.

[ub6424]

Did you follow (5) and (6) ?

If it still does not work

- Check Bios settings if fingerprint device is enabled

- HP warranty valid -> Contact HP Support

[banhien]

@fede81s 

Did you buy your machine with option Finger print reader/scanner ?  If not you can install yourself using

• Fingerprint reader assembly (includes cable) part # L62741-001
• NOTE:The fingerprint reader bracket is included in the Bracket Kit, spare part number L62737-001.

Regards.

[fede81s]

Yes it has the fingerprint scanner installed

[fede81s]

yes but i can't find anything that solves the problem

here you have a video i took showing you the issue: https://m.youtube.com/shorts/lCWBMYch7mg

[ub6424]

Hello @fede81s 

(1) There is probably a hardware defect, even if the device is present in the windows device manager. 

(2) HP warranty valid:

Contact HP Support

(3) No HP warranty:

The fingerprint reader is defective and you accept that.

OR
You should have it serviced by a professional notebook (chip level) repair store.

Download -> Maintenance and Service Guide

See Page 69 Component replacement procedures 69

(4) Please report your results

[fede81s]

Thank you! It's still under warranty until July 2023, i will contact customer support then.

Thanks!

[fede81s]

I Fixed it with this option!!