The specified identity and sub-factor are already enrolled in the database

[milleniumaire]

I recently had as issue with my Zbook, requiring it to be restored to a very early restore point.  As a result of this, the fingerprint reader no longer works, so I've had to re-install the drivers and HP Client Security.

When I run HP Client Security to register my fingerprint, I get the error "The specified identity and sub-factor are already enrolled in the database".

I've tried to register other finger prints (out of interest), but I get the same error, regardless of which fingerprint is used.  Previously, my laptop was setup to use 2 fingerprints, however, I can't get it to use these same two or any other fingerprint.

How do get around this issue, whereby the software seems to think fingerprints exist, but they don't?

Thanks.

[GBL84 · Accepted solution]

Hello @milleniumaire,

Welcome to FORUM !!!

Try this : 

Go to BIOS by tapping F10 at the start up.

Login to BIOS as ADMIN ( Create ADMIN password if you have not ,under  Security Tab)

Go to security tab

Check the box, saying Reset fingerprint on reboot

Save changes and exit.

Try reregistering finger print.

Hope this helps, for any further queries reply to the post and feel free to join us again !!

 **Click the White Thumbs Up Button on the right to say Thanks**

Make it easier for other people to find solutions by marking a Reply 'Accept as Solution' if it solves your problem.

Thank You,

GBL84

I am not an HP Employee 

[milleniumaire]

Hi, thanks for the suggestion, however, I found this on a forum already and have tried it, although I couldn't see any sign of a "Security" page in my BIOS.  All I could see is an option to turn on/off the fingerprint reader and I tried this, but it didn't make any difference.

It appears you are using a BIOS simulator for my model of laptop.  Is it therefore possible my BIOS is out of date and doesnt' give this option?

What version of BIOS are you using and is this definitely valid for the ZBook 15 G2 laptop?

I can't tell you the version of BIOS I have at the moment as my laptop is a work laptop and it has an administrator password that I'm not privy to.  The PC support team are currently at lunch so until they return I've no way of getting through the password and into BIOS.

[milleniumaire]

Tried going into BIOS again and this time found the correct option, which appears to have done the trick, although initially it looked like all the fingerprint drivers had disappeared, but after a restart, they returned!

Fingerprints are all setup and working now.

Thanks for your help.

[GBL84]

You're very Welcome !! @milleniumaire

 All the Best !!!     Thanks for being a member !

**Click the White Thumbs Up Button on the right to say Thanks**

Make it easier for other people to find solutions by marking a Reply 'Accept as Solution' if it solves your problem.

Thank You,

GBL84

I am not an HP Employee