cancel
Showing results for 
Search instead for 
Did you mean: 
  • ×
    Information
    Need Windows 11 help?
    Check documents and videos on compatibility, FAQs, upgrade information and available fixes.Windows 11 Support Center.
  • post a message
  • ×
    Information
    Need Windows 11 help?
    Check documents and videos on compatibility, FAQs, upgrade information and available fixes.Windows 11 Support Center.
  • post a message
The HP Calculator Community Message Board is moving. While we prepare for the move, we are unable to accept new postings. During the move, you can look for help from other users by visiting https://www.hpmuseum.org/ . Or if you need technical support for your calculator visit: HP Calculators. .
falmonte
New member
2 1 0 0
Message 1 of 4
219
Flag Post

Solved!

Fingerprint is working but doesn't complete the set up process

HP Recommended
HP ENVY x360 Convertible 15m
Microsoft Windows 10 (64-bit)

Windows hello doesn't able log in fingerprint since the following update on January 15h 2021:

***Note: everything was Ok previous this update.

 

Update: +HP Notebook System BIOS Update (Intel Processors)

falmonte_1-1611695963721.png

 

After this issue I had tried several times to setup the fingerprint again, the sensor is working but doesn't complete the setup process:

 

Message: Your device is having troubles recognizing you. Please try again. 

falmonte_2-1611696077612.png

 

I had tried with several solutions previously published in the community but anyone has solved this issue.

 

Regards,

 

1 ACCEPTED SOLUTION

Accepted Solutions
Echo_Lake
HP Support Agent
HP Support Agent
26,801 26,735 1,258 1,302
Message 4 of 4
Flag Post
HP Recommended

@falmonte
Thank you for posting back. 

 

I appreciate your efforts to try and resolve the issue. I would suggest performing system factory reset will put the computer back to the original factory settings in this way all corrupted and outdated software will be removed. 

 

While doing the recovery there is an option to back up your personal files. If you have not previously done one now is a good time. 


Restoring Files that were Backed Up Using HP Recovery Manager (Windows )You can also contact HP support for assistance. They can remotely access your system to help alleviate difficulties: www.hp.com/contacthp/

 

The HP Cloud Recovery Tool allows you to download recovery software to a USB drive. You can use the downloaded recovery image file in order to install the Windows operating system. 

Hope this helps! Keep me posted for further assistance.
Please click “
Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

ECHO_LAKE
I am an HP Employee

View solution in original post

Was this reply helpful? Yes No
3 REPLIES 3
Echo_Lake
HP Support Agent
HP Support Agent
26,801 26,735 1,258 1,302
Message 2 of 4
Flag Post
HP Recommended

@falmonte

Thank you for posting on HP Support Community.
 

Don't worry as I'll be glad to help, I have a few troubleshooting steps we could try to fix the issue:  

Firstly, perform Windows Update and HP Support Assistant: (do not skip any troubleshooting steps if you feel steps are repeating) 

To check for updates now, select the Start button, and then go to Settings  > Update & security  > Windows Update, and select Check for updates.

Install updates from HP Support Assistant: Go to Download HP Support Assistant to install the tool.

  1. To open HP Support Assistant, double-click the HP Support Assistant icon https://support.hp.com/doc-images/932/c05040382.jpg.
  2. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.
  3. Click Check for updates and messages to scan for new updates.
  4. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.
  5. Click the update name for a description, version number, and file size.
  6. Select the box next to any updates you want to install, and then click Download and install.

And, also run BIOS Update: Follow steps from the link: https://support.hp.com/in-en/document/c00042629
 

Hope this helps! Keep me posted for further assistance.
Please click “
Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

ECHO_LAKE
I am an HP Employee

Was this reply helpful? Yes No
falmonte
Author
New member
2 1 0 0
Message 3 of 4
Flag Post
HP Recommended

Good evening,

 

I appreciate your response, but after following the steps listed I confirm that the laptop has the latest updates and the problem persist. I would be glad for more recommendations.

 

Regards,

Was this reply helpful? Yes No
Echo_Lake
HP Support Agent
HP Support Agent
26,801 26,735 1,258 1,302
Message 4 of 4
Flag Post
HP Recommended

@falmonte
Thank you for posting back. 

 

I appreciate your efforts to try and resolve the issue. I would suggest performing system factory reset will put the computer back to the original factory settings in this way all corrupted and outdated software will be removed. 

 

While doing the recovery there is an option to back up your personal files. If you have not previously done one now is a good time. 


Restoring Files that were Backed Up Using HP Recovery Manager (Windows )You can also contact HP support for assistance. They can remotely access your system to help alleviate difficulties: www.hp.com/contacthp/

 

The HP Cloud Recovery Tool allows you to download recovery software to a USB drive. You can use the downloaded recovery image file in order to install the Windows operating system. 

Hope this helps! Keep me posted for further assistance.
Please click “
Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

ECHO_LAKE
I am an HP Employee

View solution in original post

Was this reply helpful? Yes No
Warning Be alert for scammers posting fake support phone numbers and/or email addresses on the community. If you think you have received a fake HP Support message, please report it to us by clicking on "Flag Post".
† 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