HP PAVILION 15-EH000 FINGERPRINT READER IS NOT WORKING

[AG9211]

Hello, I bought this laptop back in july and it worked perfectly fine fingerprint reader and all, but then all of a sudden there is no more fingerprint reader sing in option for windows hello, it shows as "currently unavailable" I dont know what happened or why it happened.

I have tried searching for drivers but have not been successful so if anyone has the same issue or knows how to get this fixed please help me, it bothers me so much to have the reader and not being able to use it as it was 1 or the main reasons I bought this laptop to begin with!!!

Windows 11, 21H2

[ub6424]

Hello @AG9211 

Sorry to hear that you are having problems ... I would like to help you.

Let me check your current system configuration before we check the fingerprint reader ...

(1) Run    msinfo32

- Select <System Summary>:

--->>> Copy/paste following key/value pairs:

OS Name

Version

System Model

System SKU ( equals HP product number (p/n) )

Processor

BIOS Version/Date

(2) Start Windows <device manager>

- Expand <Biometric Devices>

- Expand <Mice and other pointing devices>

- Expand <Human Interface Devices>

--->>> Send screenshot

(3) Please report your results

[AG9211]

Hi, thank you for replying so fast! I really hope you can help me. 

OS Name             Microsoft Windows 11 Home Single Language

Version 10.0.22000 Build 22000

System Model   HP Pavilion Laptop 15-eh0xxx

System SKU        308Z1LA#ABM

Processor            AMD Ryzen 5 4500U with Radeon Graphics, 2375 Mhz, 6 Core(s), 6 Logical Processor(s)

BIOS Version/Date          AMI F.22, 7/14/2022

There is no Biometrics option, but there used to be (?) as I was able to record my fingerprint and use it for like a month.

[ub6424]

Hello @AG9211 

(1) Download and install / update

HP PC Hardware Diagnostics UEFI

8.2.0.0 Rev.A

56.1 MB

Jun 30, 2021

Download

HP PC Hardware Diagnostics Windows

1.8.1.0 Rev.A

339.2 MB

Mar 10, 2022

Download

(2) Test <fingerprint reader>

See documentation:

HP PCs - Testing for hardware failures in Windows

Component test	What the test does	Test duration	What the test does not check	Interactive/Noninteractive
Fingerprint Reader	Test to check the fingerprint reader.	1 minute	Security verification	Interactive

(3) Please report your results

[AG9211]

I downloaded the links and tried to test the component but it doesnt even show up here

[ub6424]

Hello @AG9211 

(1) Try the <HP PC Hardware Diagnostics UEFI> variant:

https://support.hp.com/us-en/document/ish_2854458-2733239-16

See section <Running HP PC Hardware Diagnostics UEFI tests when Windows doesn't start>

See how it works:

https://www.youtube.com/watch?v=14GKIpGPNRM

(2) Please report your results ( error messages, take pictures )

( if serial number, device id, UUID, System Board CT Number is displayed, please blur )

[AG9211]

I ran all the tests and they all passed

Again in the components sections there was no Biometrics or fingerprint reader option

Is there a way to install this reader software or something?

[ub6424]

Hello @AG9211 

---

@AG9211 wrote:

I ran all the tests and they all passed

Again in the components sections there was no Biometrics or fingerprint reader option

Is there a way to install this reader software or something?

---

The result indicates that the diagnostic software does not recognize/see the <fingerprint reader>.

(1) Enter BIOS > Security Section to check <Fingerprint reset>, save and exit

(2) Test fingerprint reader again ...

(3) Please report your results

[AG9211]

I entered the BIOS (F10) > Security > there is no fingertip reset option, what should I choose?

[ub6424]

Hello @AG9211 

(1) Do not change other settings

(2) Please send pictures of < all > BIOS settings

( if serial number, device id, UUID, System Board CT Number is displayed, please blur )