Fingerprint driver is faulty with 'device cannot be found (code 10).'

[pufferfish45]

I had installed a recent windows update. However, since rebooting the laptop, I have been unable to use the fingerprint sensor as the driver is no longer functional. After going through the device manager, the synaptics driver (WBDI SGX)  is faulty as the 'device cannot be found (code 10). I have done everything i can think of (installing and reinstalling drivers, updating BIOS, resetting the laptop) and would greatly appreciate the help to get back to using my fingerprint sensor.

[asmita6658]

Hi @pufferfish45

Welcome to the HP Support Community. I'd be happy to assist you with the fingerprint issue. 

Download and install the Synaptics Fingerprint Driver from this link. 

You may also try updating the computer using these steps -

Step 1 Windows Updates -

1) In the search box, type and open Windows Updates.

2) Check for updates.

3) If the updates are available, click on install and restart the computer.

Step 2 HP Support Assistant Updates -

1) In the search box, type and open HP Support Assistant.

2) Check for updates.

3) If the updates are available, click on install and restart the computer. 

Hope this helps! Keep me posted. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day! 

[pufferfish45]

I have tried all the methods that you have suggested, but none of them have worked.

Any other ideas or should I go to a store to get it fixed?

[asmita6658]

Hi @pufferfish45 

Thanks for replying. Please try these steps to restore the computer -

1. Shutdown the computer.

2. Turn the computer back on again and repeatedly tap on the ESC until a Startup menu appears.

3. Press F11 once for System Recovery.

4. Choose the Keyboard Layout.

5. Click on Troubleshoot.

6. Go to Recovery Manager and click on System Restore.

7. Choose a Restore point or a Restore date when the computer was working fine.

8. Click on OK to initialize the System Restore.

If the issue still persists, back-up the data and try re-installing the operating system - 

1. Shutdown the computer.

2. Turn the computer back on again and repeatedly tap on the ESC until a Startup menu appears.

3. Press F11 once for System Recovery.

4. Choose the Keyboard Layout.

5. Click on Troubleshoot.

6. Go to Recovery Manager and click on System Recovery.

Note : Back-up all your data as System Recovery will delete everything that you had saved or installed on the computer.

[pufferfish45]

I’ve completely reverted the laptop and still no fix :(. Should I just take it to the store to get it looked over?

[asmita6658]

@pufferfish45

Appreciate you trying the steps. This looks like a hardware issue and I'd suggest you Contact HP in your region regarding the service options for your computer.

If you are having trouble navigating through the above options, please send me a private message with the region you are contacting us from. Check next to your profile Name, you should see a little blue envelope, please click on it.  

Have a great day!