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Fingerprint Drive not recognized

Examhp envy x360 Convertible 15m-dr0011dx
Microsoft Windows 10 (64-bit)

hp envy x360 Convertible 15m-dr0011dx 
Win 10 Home 64 bit
v. 1903
Build 18362.592 (latest as of 1/27/20 

Second time after Win updates that fingerprint reader fails to locate driver for reader.

Reinstalled driver from HP downloader and no joy.
Attempted reinstall from Windows = no joy

What now?

and yes, I'm sure that it works once the proper driver is installed


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HP Recommended

Fingerprint Drive not recognized



Short Version


Not sure - the current driver is rated for both Windows V1909 (1909-OS Build 18363.592) and Windows V1903 (1903-OS Build 18362.592).


What is the difference between V1903 and V1909?

January 14, 2020—KB4528760 (OS Builds 18362.592 and 18363.592)


Fingerprint Driver - Information and Download

Synaptics Fingerprint Driver (Windows 10 v1809 / v1903 / v1909)


At this writing - Latest Driver

Version: Rev.F
Microsoft Windows 10 version 1809 (64-bit)
Microsoft Windows 10 version 1903 (64-bit)
Microsoft Windows 10 version 1909 (64-bit) 
Want an older driver to try?
On that same Driver page, Open Revision History
Driver:  Version Rev.C
Information / Description File:
[Operating Systems]
What to do?
If the newer driver, in spite of the claimed compatibility with V1903 does not work.
You might decide to try the older driver.
This decision is optional - At the moment, I do not have any reason to think you need the older driver.
Regardless of which driver you want to install,
Uninstall the existing driver.
If you can find (or see) an option to "delete" the driver during the "Uninstall", click to uninstall AND delete.
If you can manage to both uninstall and delete the driver, Restart the computer and log in.
Check to make sure your Windows PIN login is still working.
That is, try logging in with your Windows PIN.
Windows PIN is mandatory for using the fingerprint option, so it makes sense to ensure PIN is working for login.
Download-Save-Install the fingerprint driver 
Restart the computer and log in
Check the setup in Settings > Accounts > Sign-in Options
Long Version

Please consider / complete what you can do - ignore what you cannot. 


Device Manager - Biometrics Information


  1. Device Manager > View “Devices by type” AND “Show hidden devices”
  2. Open category Biometric devices
  3. Look for and Right-Click on the fingerprint reader device > Properties
  4. Tab Details
  5. Under Property, “Device description”
  6. Under Value, look for the PID number



Hard Reset / Forced Start / Power Reset


Start with a Power Reset / Forced Start of the computer.  This process clears lingering boot instructions from memory and forces the computer to boot clean from the Operating System installed on the computer.


Forcing the computer to boot from the Operating System on disk can clear certain types of errors. 


Power Reset does not wipe out your files nor does it reinstall Windows.


Power Reset is not harmful to a healthy computer.


  • Read the instructions, watch the video: Hard Reset


  • Close all your programs and shut down the notebook
  • Disconnect external USB drives, external monitors, other "extra" bits (NOTE: Little Unifier for the keyboard / external mouse can stay)
  • Perform the Hard Reset / Forced Reset procedure for your system model / battery type
  • Boot the computer and log in


Video Help:



  Performing a Hard or Forced Reset on Your HP Notebook (Fixed Battery)

Performing a Hard or Forced Reset on Your HP Notebook (Removable Battery)




Fingerprint Driver - Remove and Install




Create a Backup of your Data


  Create a backup of all your most critical / sensitive files to other than on the computer.  For example, copy your most important folders and files to your Cloud backup. to a USB stick, "Somewhere" you can access the files should the computer become unavailable.



  Create a Restore point before you make changes to your computer's software and setups.


(How to) Create Restore Point


Stop all programs:  Browsers, games, Applications, etc.


Control Panel > icon view > System > System Protection 

Click (Highlight) your main disk (C) > Select Create a Restore Point


(As available)

Create a restore point now for the drives that have system protection turned on



Windows PIN 


Reminder:  Windows Fingerprint logon requires that you have your Windows PIN set up before you can use fingerprint logon.


You may already have a Windows PIN login set up and ready to go.  Should there be a problem with the PIN, in most cases, you will receive a notice from Windows that there is an issue - you can then reset the PIN as needed.



Microsoft - Fix problems with your PIN



Fingerprint Driver


Open the Homepage for your computer:  HP ENVY x360 - 15m-dr0011dx

Fingerprint Driver is located in Category:

Driver - Keyboard, Mouse and Input Devices


 Newest Driver (at this writing)
If you like, try the older driver version.  This won't work for Windows V1909, but it should still work for V1903.
Version Rev.C
Information / Description File:
[Operating Systems]


Driver Information / Description File - Latest Driver

  1. Open the Full Details web page for the driver
  2. Scroll down, open section Associated Files > click Download
  3. The information file will open on your screen.

For example,

Look at / for information regarding what Operating System versions are supported by the driver.



Older Version(s)

Open the latest Driver webpage

Scroll down, Open Revision History

Choose an older driver to install as described earlier




  • Download and Save the fingerprint reader driver to your computer
  • In the Device Manager > Biometrics, add the step in the Uninstall to include the Delete  of the existing fingerprint driver 
  • Restart the computer 
  • Log in using your password or PIN
  • Open File Explorer
  • Navigate to the folder in which you saved the installation package (likely Downloads)
  • Right-Click on the installation package and "Run as Administrator" to install the software
  • After the software is installed, Restart the computer and log in

 Check the setup in Settings > Accounts > Sign-in Options



Reference and Resources – Places to find help and learn about your Device

Clarification of terms and "what the device can do" (Specifications)

Device Homepage

NOTE:  Content depends on device type and Operating System

HP Drivers / Software and BIOS, How-to Videos, Bulletins/Notices, How-to Documents, Troubleshooting, User Guides, Service and Maintenance Guide (Replacement Parts and Procedures), Product Information (Specifications), more

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


Thank you for participating in the HP Community Forum.

We are a world community of HP enthusiasts dedicated to supporting HP technology.


Kind Regards,
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HP Recommended

Fingerprint Drive not recognized

WOW!! Excellent explanation and suggestions.

I think I've attempted almost all of them and still no joy. I'm starting to think it's NOT a driver issue.

I'll give you the cliff notes version which is that I've tried both drivers from HP ( and, verified that each was installed via Device Manage and turned off power option "allow shut down".

After working through your ideas (which literally took all day), my head is spinning as to what it could be.

Worked fine for months then after  WUD (I think) it just stopped and error message was "unable to locate driver".

Scoured the net and found another solution which worked (of course I can't remember what that was) - for a while (maybe a few weeks).

Happened again and neither of the last two drivers work now.

Might there be something lingering in the Reg that I'm not removing????


Are there any even older drivers that should be compatible (maybe that is how it got fixed last time?????)

All ideas appreciated and thanks again for your help


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