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Fingerprint scanner stopped working

HP Recommended
HP ENVY 13-aq0915nd
Microsoft Windows 10 (64-bit)

My fingerprint scanner stopped working after a month of use. When I first looked at Device Manager the fingerprint scanner was designated as 'Synaptics WBDI SGX'. When I looked at the Properties for this device it says: 'This device is not working properly because Windows cannot load the drivers requierd for this device (Code 31). I tried to download the latest driver from Device Manager but I get this message: 'Windows has determined that the best driver for this device is already installed' Can you help me?

HP Support Agent
HP Support Agent
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Message 2 of 2
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HP Recommended

@Joker073DB Welcome to HP Community!


I understand that the fingerprint scanner is not working.


let's try these steps:  

  • Open the Device Manager (Windows logo key + X  and select Device Manager). 

  • Locate your fingerprint reader in the Biometric Devices section. 

  • Double-click the device to open its properties. 

  • Click Roll Back Driver. 

  • Then click OK. Restart your computer and check for the functionality. 

Keep us posted,

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Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 

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