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racerjim
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Solved!

ENVY x360 - 15m - FIngerprint scanner stopped working after a Windows update

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Envy x360 - 15m-dr1012dx
Microsoft Windows 10 (64-bit)

Product number 7UU10UA#ABA
Serial number [Personal Information Removed]

Synaptics WBDI SGX Driver Versio 6.0.33.1111 (11/19/2019) Port_#0005,.Hub#0001

 

Device was working fine until the most recent major windows update.  Now, fingerprint scanning won't unlock the computer, and when I look at the properties in Device Manager I get:

 

"This device is not working properly because Windows cannot load the drivers required for this device (Code31)

 

(Operation Failed)

The requested operation was unsuccessful"

 

Any ideas about what to try?  The computer is under warranty but I'd prefer not to send it in.

 

Thanks,

 

Jim

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Danny927
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I uninstalled the latest update i previously posted.  No change.  So i reinstalled it.  Still didn't work.   So I wen to device manager and uninstalled the Biometric device including checking the box for the drive software to be uninstalled. After that, I rebooted and then went back to device manager and went to Actions and then Scan for changes and it found and installed the driver again automatically.  the finger print reader is now working.

 

Before uninstalling and reinstalling, there was an ! triangle alert icon on the device.  The picture is after it was reinstalled.

Capture.JPG

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Danny927
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Mine stopped working after the following update...

May 12, 2020-KB4552925 Cumulative Update for .NET Framework 3.5 and 4.8 for Windows 10 Version 2004

I'm going to uninstall and see if it works again.

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racerjim
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Please let me know.  I know mine stopped working after an update, but I didn't catch which one was the culprit.

 

Jim

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Danny927
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I uninstalled the latest update i previously posted.  No change.  So i reinstalled it.  Still didn't work.   So I wen to device manager and uninstalled the Biometric device including checking the box for the drive software to be uninstalled. After that, I rebooted and then went back to device manager and went to Actions and then Scan for changes and it found and installed the driver again automatically.  the finger print reader is now working.

 

Before uninstalling and reinstalling, there was an ! triangle alert icon on the device.  The picture is after it was reinstalled.

Capture.JPG

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racerjim
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Nice work, Danny!  That did the trick.  Fingerprint working again.  Thanks so much,

 

Jim

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