Windows Hello unavailable

[User211]

This laptop comes with a fingerprint sensor and it worked for the first few days after purchase but then the option to sign in with fingerprint disappeared from the lock screen. I would have to roll back and update the biometric sensor every time I wanted to use it from the device manager screen then suddenly the sign in with fingerprint option entirely disappeared from the lock screen about a month ago and now I can only log in with either pin or password.

I have downloaded the newest biometric drivers, kept everything up to date and tried every thread on the internet but nothing has worked. I tried to find and use gpedit.msc but was unable to. Please help me get my fingerprint sensor working again.

[Echo_Lake]

@User211
Thank you for posting on the HP Support Community.

Don't worry as I'll be glad to help,  I have a few troubleshooting steps we could try to fix the issue:  

Let's remove this option in the Fingerprint section of Windows Hello.

1. In Windows, search for and open Sign-in options.

2. On the Accounts window, select Windows Hello Fingerprint, and then click Remove.

   

Next Set up a fingerprint reader:

1. In Windows, search for and open Sign-in options.

2. On the Accounts window, select Windows Hello Fingerprint, and then click Set up.

   

3. On the Windows Hello welcome screen, click Get started. If a window displays prompting you to verify your identity, type the requested credentials.

4. Make sure your fingers are clean and dry. When prompted, press and lift only one finger on the fingerprint sensor.

   

5. Follow the on-screen prompts to repeatedly press and lift your finger on the sensor. This helps the sensor to register your fingerprint completely.

   NOTE: For better results, use different angles of your finger to capture the edges of your finger when pressing on the sensor.

   

6. If you have not already set up a personal identification number (PIN), click Set up PIN when prompted. The PIN is your backup if fingerprint recognition is not available.

7. On the Windows Security window, type a PIN, type the PIN again to confirm, and then click OK.

   NOTE: To use letters and symbols in your PIN, click the check box below the PIN confirmation field.

   1. PIN field

   2. Confirm the PIN field

8. Click Close to exit the Windows Hello setup window. The fingerprint reader is activated, and you can use your fingerprint to sign in to your device.

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[User211]

thanks for your response but as per my earlier picture, I am entirely unable to change the windows hello fingerprint settings. 

I can neither remove or add a new one.

[Echo_Lake · Accepted solution]

@User211
Thank you for posting back.
 

The last thing I can suggest restore the computer back to the factory settings.
Performing an HP system recovery (Windows ) While doing the recovery there is an option to backup your personal files. If you have not previously done one now is a good time. 

Restoring Files that were Backed Up Using HP Recovery Manager (Windows )You can also contact HP support for assistance. They can remotely access your system to help alleviate difficulties: www.hp.com/contacthp/

The HP Cloud Recovery Tool allows you to download recovery software to a USB drive. You can use the downloaded recovery image file in order to install the Windows operating system. 

• Click here: https://support.hp.com/in-en/document/c04758961#AbT3to perform System Recovery (Windows 10) 
• Click here: https://support.hp.com/in-en/document/c06162205 to Use the HP Cloud Recovery Tool (Windows 10)

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.