cancel
Showing results for 
Search instead for 
Did you mean: 
HarveyRabbit
New member
2 1 0 0
Message 1 of 4
166
Flag Post
HP Recommended

Fingerprint and other security options

Spectre x360
Microsoft Windows 10 (64-bit)

I have a new laptop.  It arrived under 3 weeks ago.  On first setup I was able to enable and successfully use the fingerprint scanner.  It worked for several days.  Then the laptop was off for 2 weeks (I had company). 

 

Now, when I try to use the fingerprint scanner it does not work.  

When I go to sign-in options (under settings) for"Windows Hello Face" or "Windows Hellow Fingerprint" , it shows "The option is currently unavailable - click to learn more"  (I find the information provided when clicking is useless). 

 

Further, it also shows the "Windows Hello Pin" as unavailable, although when I start up and at every lock sreen thereafter,  it asks for the pin I created unlocks when that pin is entered.

 

Finally, when I want to change the time under "Require sign-in" it says "Windows Hello is preventing some options from being shown".

and has (the default, I guess)  "Every time" for reuired sign in.

 

I would appreciate any suggestions as to how to fix this

 

3 REPLIES 3
Level 15
Level 15
23,672 23,454 2,029 7,393
Message 2 of 4
151
Flag Post
HP Recommended

Fingerprint and other security options

@HarveyRabbit 

 

It is possible that while you were not looking, Windows Update did update your computer the Windows version 1909 and killed the fingerprint driver.

 

  1. IF that is what happened,
  2. IF your computer supports the particular device mentioned in the description document for the new driver posted in this message
  3. Then installing the new driver might help you regain use of the fingerprint scanner on your computer.

 

Driver

sp98937.exe

 

Description files

sp98937.cva

sp98937.html

 

Partial Excerpt

[Devices]
USB\VID_06CB&PID_00BB="Synaptics WBDI Fingerprint Reader"
USB\VID_06CB&PID_00B7="Synaptics WBDI Fingerprint Reader"
USB\VID_06CB&PID_00C9="Synaptics WBDI Fingerprint Reader"
USB\VID_06CB&PID_00D1="Synaptics WBDI Fingerprint Reader"

[System Information]
SysId01=0x86F9
SysName01=HP Spectre x360 13 Convertible
SysId02=0x86FA
SysName02=HP Spectre x360 13 Convertible

[Operating Systems]
WT64_1903=OEM
WT64_1909=OEM

 

 

Check your BIOMETRIC fingerprint sensor

Windows + X > M

Open Device Manager > Open category Biometrics

Right-Click on the fingerprint sensor > Properties 

Tab Details

Under Property > Device description

Value = fingerprint sensor device details

 

Device_Manager_Biometrics_2.JPGDevice_Manager_Biometrics_2

 

Update the Fingerprint Driver

 

  • 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

 

 

Reference and Resources – Places to find (more) 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, Product Information, more

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

Open Support Home

Enter the name of your device

 

Thank you for participating in the HP Community Forum.

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

 

 

Kind Regards,
Dragon-Fur
Reply
0 Kudos
HarveyRabbit
New member
2 1 0 0
Message 3 of 4
79
Flag Post
HP Recommended

Fingerprint and other security options

Thank you for the suggestion.  As I mentioned, the problem seems to be that Windows Hello is not working - when I go to sign-in options it says that Windows Hello Face, windows hello fingerprint and windows hello pin are not "currently unavailable", even though they had worked for the first several days.  Also, under require sign-in (under sign-in options) it says "Windows Hello is preventing some options from being shown" and it will not let me change the requirement for how frequently I have to sign-in (it has defaulted to every time"  .

 

Will the fix you suggested solve all of these issues?  Thanks for your help

 
 
 
 
 

 

 

 

Reply
0 Kudos
Level 15
Level 15
23,672 23,454 2,029 7,393
Message 4 of 4
73
Flag Post
HP Recommended

Fingerprint and other security options

@HarveyRabbit 

 

Well, I don't know if the driver will fix the situation or not.

 

If the fingerprint sensor / reader is already not working, updating the driver won't likely make things worse.

 

 

So...

Depending on your exact computer model, the previous drivers - and maybe even a new driver for Windows V1909 - may be listed in your support website.

 

Open Support Home

Enter the name of your device

Open Category Software, Drivers and FirmwareDriver-Keyboard, Mouse and Input Devices

 
If the driver does make actually things worse, then remove it, restart, and download-save-install an older version.  "Back where you started" and all that.
 
You could try updating your Windows PIN - that won't help fingerprint login if the fingerprint reader driver needs to be updated, but it is something you can do that is different from updating the fingerprint reader driver.
 

Thank you for participating in the HP Community Forum.

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

 

 

 

 

Kind Regards,
Dragon-Fur
Reply
0 Kudos
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation