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ricardo1963
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Solved!

Windows Fingerprint login

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Envy

since the latest windows update I have lost the ability to sign in with fingerprint   - in settings i get a message that  "we couldnt find a fingerprint scanner compatible with Windows Hello Fingerprint"   - any ideas? The computer is not even a year old so would hope that the inbuilt scanner would still be ok

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Dragon-Fur
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@ricardo1963 

 

Edits - Update content

 

If you are running Windows version 1909, 

Category Software and Drivers

Download and Save:  Synaptics Fingerprint Sensor Driver

 

  • Download and Save the driver package to your computer
  • Open Device Manager > Biometric Devices > Right-Click on the existing fingerprint driver > Uninstall
  • Open File Explorer
  • Navigate to the folder in which you saved the installation file  (likely Downloads)
  • Right-Click on the installation package and “Run as Administrator
  • After the software is installed, Restart the computer and log in

 

 

 

If you are running Windows 2004,

Download and Save

sp105904.exe

 

  • Open Device Manager > Biometric Devices > Right-Click on the existing fingerprint driver > Uninstall
  • Open File Explorer
  • Navigate to the folder in which you saved the installation file  (likely Downloads)
  • Right-Click on the installation package and “Run as Administrator
  • After the software is installed, Restart the computer and log in

 

 

Original Content

 

 

You are welcome.

 

===============================================================

Which version / build of Windows 10 are you running ?

 

Control Panel > icon view > Administrative Tools > System Information

System Summary > Version (right column)

 

===============================================================

What version of the fingerprint driver are you running?

 

Device Manager > Open Biometric devices > Right-Click on the sensor > Properties > tab Driver

 

===============================================================

What you you tried so far to resolve the issue?

For example, did you try the Forced Reset?

Did you try uninstalling the driver and restarting the computer?

 

 

Device Home Page - References and Resources – Learn about your Device - Solve Problems

NOTE:  Content depends on device type and Operating System

Categories:  Alerts, 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-aq0003na 

 

Thank you for participating in our HP Community.

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

Click Thumbs Up on a post to show appreciation for the help.

Answered? Click "Accept as Solution" to help others find a solution.

 

 

Dragon-Fur

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Dragon-Fur
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@ricardo1963 

 

It is pretty rare for the fingerprint reader (sensor) to break.  Can happen - not common.

 

 

Finding your Product Name, Product Number, or Serial Number

Please do NOT post the serial number.

 

 

General information

 

The fingerprint sensor driver might be out of date.

 

For example, if your mystery Envy has been migrated to Windows 2004, you might need a newer driver than the one available in Category Software and Drivers.  Ask for help after providing exact product model / product number.

 

OR

If the driver is still valid, the existing driver might just need to be reinstalled from within the Device Manager:  Open Device Manager > open category BIOMETRICS > Right-Click and uninstall the fingerprint sensor.  Next, tab Action > Scan for hardware changes OR Restart the computer and log in.

 

OR

If the driver in Category Software and Drivers can still be used for your current version of Windows, but the Driver on the computer is corrupted in some way, then:  Uninstall and delete the driver in the Device Manager > Restart the computer and log in > Next, download-save-install the fingerprint driver (subcategory Driver-Keyboard, Mouse and Input Devices) > Restart the computer and log in.

 

OR

If the driver is OK and does not need to be reloaded (reinstalled), you might get away with using a Forced Reset to reload all the existing drivers into the Operating System during the boot sequence.

 

Consider trying a Forced Reset (power reset).

 

Reminders

 

 A Forced Reset is NOT a “recovery” and does not remove your data – this reset merely forces the computer to load the Operating System from disk. 

 

Forced Reset does not harm a healthy system nor does it “fix” problems not related to a clean start.

 

 

HP Collection of “how-to” videos

HP Video Gallery

  • Open Category Computing and Mobile Devices
  • Search for “forced reset”

 

 

 

Device Home Page - References and Resources – Learn about your Device - Solve Problems

NOTE:  Content depends on device type and Operating System

Categories:  Alerts, 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

Open Support Home

Enter the name of your device

 

Thank you for participating in our HP Community.

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

Click Thumbs Up on a post to show appreciation for the help.

Answered? Click "Accept as Solution" to help others find a solution.

 

 

Dragon-Fur

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ricardo1963
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Hello, and thanks for taking the time to respond to my message

the Product name is: Envy 13-aq0003na

the Product number is: 6BG33EA#ABU

 

many thanks

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ricardo1963
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Just looked at the driver for the Synaptics in the Biometrics catergory and shows:

 

This device is not working properly because Windows cannot load the drivers required for this device. (Code 31)

{Operation Failed}
The requested operation was unsuccessful

 

does this help any more?

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Dragon-Fur
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HP Recommended

@ricardo1963 

 

Edits - Update content

 

If you are running Windows version 1909, 

Category Software and Drivers

Download and Save:  Synaptics Fingerprint Sensor Driver

 

  • Download and Save the driver package to your computer
  • Open Device Manager > Biometric Devices > Right-Click on the existing fingerprint driver > Uninstall
  • Open File Explorer
  • Navigate to the folder in which you saved the installation file  (likely Downloads)
  • Right-Click on the installation package and “Run as Administrator
  • After the software is installed, Restart the computer and log in

 

 

 

If you are running Windows 2004,

Download and Save

sp105904.exe

 

  • Open Device Manager > Biometric Devices > Right-Click on the existing fingerprint driver > Uninstall
  • Open File Explorer
  • Navigate to the folder in which you saved the installation file  (likely Downloads)
  • Right-Click on the installation package and “Run as Administrator
  • After the software is installed, Restart the computer and log in

 

 

Original Content

 

 

You are welcome.

 

===============================================================

Which version / build of Windows 10 are you running ?

 

Control Panel > icon view > Administrative Tools > System Information

System Summary > Version (right column)

 

===============================================================

What version of the fingerprint driver are you running?

 

Device Manager > Open Biometric devices > Right-Click on the sensor > Properties > tab Driver

 

===============================================================

What you you tried so far to resolve the issue?

For example, did you try the Forced Reset?

Did you try uninstalling the driver and restarting the computer?

 

 

Device Home Page - References and Resources – Learn about your Device - Solve Problems

NOTE:  Content depends on device type and Operating System

Categories:  Alerts, 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-aq0003na 

 

Thank you for participating in our HP Community.

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

Click Thumbs Up on a post to show appreciation for the help.

Answered? Click "Accept as Solution" to help others find a solution.

 

 

Dragon-Fur

View solution in original post

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ricardo1963
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fantastic - have followed your instructions for the 2004 version and all is well again 🙂 Thankyou VERY much

Dragon-Fur
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@ricardo1963 

 

Excellent.  😊

 

You are welcome.

 

Stay Safe.

 

Thank you for participating in our HP Community.

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

 

Dragon-Fur

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