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01-18-2017 08:20 PM - edited 01-18-2017 08:21 PM
So my hard drive recently crashed and I had it replaced. Complete factory reset, I have got everything working exept the fingerprint sensor with windows hello. I can add my fingerprints in the settings app but I cannot log in to windows with windows hello. I have tried several different drivers and numerous restarts but with no success. When I originally bought the notebook (right when windows 10 was released) I had the same problem until HP released the windows 10 drivers for my laptop (delivered via HP support assistant). This time around It does not work even though I have the latest drivers.
Any help would be greatly appreciated.
01-19-2017 03:12 PM
Welcome to the HP Forums 🙂
I would like to take a moment and thank you for using this forum, it is a great place to find answers.
For you to have the best experience on the HP forum, you could also visit our HP Forums Guide for First Time Here? Learn How to Post and More.
As I understand the fingerprint reader doesn't work,
Don’t worry as I have a few steps to help you out,
Here's a related post with a similar issue that seems to have helped others: Click here
(Although the header may be different, the steps will solve your concern as well).
Step two: Follow the below steps:
· Update the BIOS
· Enable biometric support
· Check for Windows support
· Clean the fingerprint reader
· Update the device driver
· Update the fingerprint reader software
· Find new device drivers if you changed operating systems
For more details information: Click here
Let me know if those steps worked for you.
If they did, that’s awesome! Give us some reinforcement by clicking the solution and kudos buttons,
that’ll help us and others see that we’ve got the answers!
Good Luck.
Riddle_Decipher
I am an HP Employee
01-20-2017 02:13 PM - edited 01-20-2017 02:13 PM
Thanks for the reply,
I have read & tried the solutions on both the threads you linked me. Neither has worked I have ensured the drivers and bios ae both up-to-date. I still does not work. Although perhaps I should elaborate the problem;
-The fingerprint reader is recognized by windows as a validity sensor
-Windows hello works, I can set up and add my fingerprints via the settings app. no problems there.
-The issue pesents itself on the lock screen:
The fingerprint sign in option does not show up. At all. The fingerprint reader's LED light flashes but as soon as I swipe my finger it stops flashing and i need to input my pin.
Thanks for any help offered.
01-20-2017 03:14 PM - edited 01-20-2017 03:14 PM
You've done a remarkable job performing the steps suggested earlier, great work 🙂
And don't worry, as we should be able to fix this up with a few more steps and I'll be with you until we ensure this issue is fixed.
Since it works fine on windows hello, it confirms that this isn't a hardware failure but a software issue,
Hence, I would request you to follow the steps listed below:
Set up the fingerprint reader using Verisoft Access Manager instead of the HP Simple pass,
To set up the fingerprint reader to recognize your fingerprint, you must have a logon account on the computer and the account must require a password. Multiple people can be registered to use the fingerprint reader if each person has an individual computer logon account. Follow the steps below to set up the fingerprint reader.
In Windows, double-click the VeriSoft Access Manager icon in the notification area of the taskbar to open the My Identity window.
Alternately, click Start > All programs > Verisoft > My Identity.
Click Log On to open the VeriSoft Logon Wizard. Click Next to begin.
Enter the User's Windows password in the Password field on the Introduce Yourself page, and click Next.
If you have successfully logged on to Windows, click Finish to close the wizard.
Click Register Fingerprints on the My Identity window, to open the VeriSoft Logon Wizard. Click Next to begin.
For more details: Click here
Click here to download the software.
Let me know how that pans out,
Feel free to post your query for any other assistance as well,
It's been a pleasure interacting with you and I hope you have a good day ahead.
If you wish to show appreciation for my efforts, mark my post as Accepted Solution.
And click on the Purple Thumbs up icon at the bottom of my comment.
May the force be with you.
Riddle_Decipher
I am an HP Employee
01-20-2017 06:19 PM
I believe you misunderstood me;
"
-The issue pesents itself on the lock screen:
The fingerprint sign in option does not show up. At all. The fingerprint reader's LED light flashes but as soon as I swipe my finger it stops flashing and i need to input my pin.
"
I meant windows hello does not show up on lock sceen, although it allows me to set up my fingerprint. Its almost as if something is preventing the fingerprint reader from working when the computer is locked.
Windows hello is what I pefer to use, as its native to the windows os.
Thanks.
01-21-2017 09:33 AM
You've done a remarkable job performing the steps suggested earlier, great work 🙂
And don't worry, as we should be able to fix this up with a few more steps and I'll be with you until we ensure this issue is fixed.
Thanks for clarifying that the fingerprint reader doesn't work on windows hello either,
If that's the case I recommend reinstalling the drivers for the same:
If the Validity Driver is missing from the Device Manager, OR if the driver is outdated, Download and install the Validity Sensor driver from your computer’s Website Support Driver page:
o Start at HP Drivers & Downloads
o Enter your Product Number or exact model number
o Enter your Operating System where indicated, Click Submit and Scroll down (wording and screen presentation vary) o Select Category Driver - Keyboard, Mouse and Input Devices >
o Download and install the most recent version of your Validity Fingerprint Sensor Driver o Reboot the computer and log in
If the issue persists, please try the below steps:
-
Delete the fingerprints you already registered.
-
Go to the device manager and uninstall ( with deletion ) the current diver under "Biometric devices" even if it's the same you already had.
-
Install the newest driver you can find.
-
You maybe have to click the "discover new hardware" symbol in the device manager.
-
Register two prints and it should work.
Let me know how that pans out,
Feel free to post your query for any other assistance as well,
It's been a pleasure interacting with you and I hope you have a good day ahead.
If you wish to show appreciation for my efforts, mark my post as Accepted Solution.
And click on the Purple Thumbs up icon at the bottom of my comment.
Regards,
Riddle_Decipher
I am an HP Employee
01-22-2017 12:13 PM
Thanks for the help,
Unfortunately I tried both of those solutions and neither of them worked. Although it might be worth mentioning that after I reinstalled the drivers I could not add a second fingerprint to windows hello. After I added the first one I tried to add one of my other fingers and it either said "that fingerprint has already been registered" or "move your finger slightly to the right" or "your device is having trouble reconnizing you"
Thanks in advance.
01-22-2017 12:39 PM
Thank you for the update,
I appreciate your time and efforts,
I'm glad you mentioned that and it looks like we are closing into the resolution now,
Let's create a new user account profile and then restart the fingerprint registration,
Please let me know if that works,
If I have helped you resolve the issue, feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon below,
Followed by clicking on "Accept as solution" from the drop-down menu on the upper right corner,
Thank you for posting in the HP Support Forum. Have a great day!
Regards,
Riddle_Decipher
I am an HP Employee
01-22-2017 01:45 PM
Thank you for replying,
If that didn't work either, I'm afraid we are the end of the line,
This is a confirmed hardware failure and you'll need to contact HP to set up a hardware repair service.
(If the product is within HP Warranty, the service will be free of charge).
Please use the following link to create yourself a case number, then call and it may help speed up the call process:
Step 1. Open link: www.hp.com/contacthp/
Step 2. Enter Product number or select to auto detect
Step 3. Scroll down to "Still need help? Complete the form to select your contact options"
Step 4. Scroll down and click: HP contact options - click on Get phone numberCase number and phone number appear.
They will be happy to assist you immediately.
If you wish to show appreciation for my efforts,
Mark my post as Accepted Solution.
And click on the Purple Thumbs up icon at the bottom of my comment.
Regards,
Riddle_Decipher
I am an HP Employee