HP Envy 13-aq001ms fingerprint sensor stopped working; Windows Hello reports error on setup

[whc001]

My Envy 13-aq001ms fingerprint sensor used to work.  Stopped suddenly (probably after upgrading software); all attempts to reset via Windows Hello results in error message.  Have latest driver for sensor with all current Windows 10 upgrades and Windows 10 reports fingerprint hardware is functioning properly.  Any suggestions?

[Dragon-Fur]

@whc001 

What is the Device Hardware ID of your fingerprint reader?

Control Panel > icon view > 

Device Manager > Open category Biometrics  / Biometric devices >
Right-Click on your fingerprint sensor > Properties >
tab Details >
In section Property > Select Hardware Ids

Once you have that information, you can choose which of the Drivers is right for your machine.

For example, found in Software and Drivers (for the latest version of Windows 10)

Synaptics Fingerprint Driver (Windows 10 v1903/v1909)

Driver:

sp100346.exe 

Information:

Version=6.0.33.1111

[Devices]
USB\VID_06CB&PID_00C9="Synaptics UWP WBDI"
USB\VID_06CB&PID_00D1="Synaptics UWP WBDI"

[Operating Systems]
WT64_1903=OEM
WT64_1909=OEM

OR

Synaptics Fingerprint Driver for Wood (Windows 10 v1909)

Driver

sp101006.exe 

Information:

VendorVersion=5.5.15.1102

[Devices]
USB\VID_06CB&PID_00D2="Synaptics WBDI Fingerprint Reader - USB 102"

[Operating Systems]
WT64_1909=OEM

-------------------------------------------------------------------------------------

>> Make sure you can log into the computer using your password.  This is important.

NOTE:

Ideally, you already have created an additional "admin" privilege account on the computer to use in an emergency (separate but related subject to "can I log into my computer?").

>> Create a Restore Point

(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

OR

(As available)

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

Create

>> Download and save the driver for your device.

• Open the Device Manager > Biometrics > fingerprint reader device > Uninstall the driver

• Open File Explorer (formally Windows Explorer)
• Navigate to the folder in which the installation file is saved, likely Downloads 
• Right-Click on the file to be installed
• Select “Run as Administrator” to start the installation.

After the driver is installed, Restart the computer and log in

and / or

>> Download and save the driver for your device.

• Open the Device Manager > Biometrics > fingerprint reader device > Uninstall the driver AND click to delete the driver

• Open File Explorer (formally Windows Explorer)
• Navigate to the folder in which the installation file is saved, likely Downloads 
• Right-Click on the file to be installed
• Select “Run as Administrator” to start the installation.

After the driver is installed, Restart the computer and log in

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

Device Homepage

NOTE:  Content depends on device type and Operating System

Categories:  Warranty Check, HP Drivers / Software and BIOS, How-to Videos, Bulletins/Notices, How-to Documents, Troubleshooting, User Guides / Manuals, 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

HP ENVY 13-aq0000 Laptop PC series

Thank you for participating in the HP Community Forum.

We are a world community of volunteers dedicated to supporting HP technology

[whc001]

Thanks--HP support did basic rollback of Synaptics WBDI SGX drivers as well as checking for newest drivers.  Concluded it wasn't a hardware issue and referred me to Windows 10 64 bit support.  They did the same analysis with no success. Did first partial restore, then a full restore of Windows 10 which was painful to endure.  That still didn't resolve the fingerprint error of "sorry, something went wrong" and "please reset" when accessing with Windows Hello.  However, then after installing all the Windows updates upon the full restore and restarting, the fingerprint sensor did respond to resetting Windows Hello and accepted my fingerprint input.  But it was painful to lose my files when doing the full install.  Process took several hours and I had to reinstall all my apps.  Shouldn't be this difficult when upgrades occur.  Told my MSFT that they may have been a corruption in the BAT file, requiring restoration.

Looking at events that occurred under Device Management of Synaptics fingerprint device:  there was:  Add service WUDFRd; then Add service WinUSB, then Add Service SensRst, finishing with Device Installed:  synawudbiousbsgx.inf_amd64_2aea9d387ca9b744 for device instance ID USB\VID_06CB&PID_00C9\IBE9E2C68025 with the following status: 0x0

I'm not technical, so for these types of upgrades, there shouldn't be these types of corruptions that disable devices like the fingerprint sensor.  Wasted hours upon hours.  Very frustrating!

[Dragon-Fur]

@whc001 

OK - sounds like it is fixed.

It is unfortunate it was deemed necessary to rebuild the OS, of course.   It happens this way on occasion.  

If for some reason you did not have backups of your data, then this would certainly make the whole process more painful.  Lesson learned and all that.  I do sympathize.   

Dragon Tip 

There are two kinds of people - those who have lost data and those who will lose data.   

When you discover you are in the first group, make sure you are never again in the second group.

Thanks for posting back the details - your experience may help someone else.

Thank you for participating in the HP Community Forum.

We are a world community of volunteers dedicated to supporting HP technology