fingerprint issue

[15-ed0xxx]

Until a week ago, I could use the fingerprint sensor and log in to my laptop with my fingerprint, but for about a week now I have had to log in with a PIN, and when I go to Windows Settings to set up my fingerprint, the fingerprint option is completely disabled for me, and at the top it says something went wrong. Try again later. I also updated the fingerprint driver, but it didn't work. I also uninstalled and reinstalled it, but it didn't work.

What is the problem? How do I fix it? 

[zoey7886]

@15-ed0xxx, Welcome to the HP Support Community!  

Thanks for reaching out about your query regarding fingerprint issue! 

We're thrilled to have the opportunity to assist you and provide a solution.  

If your fingerprint sensor has stopped working and displays a message saying "something went wrong" when attempting to set it up, there are several steps you can follow to troubleshoot the issue:

Step 1: Update BIOS and Windows

Ensure your BIOS and Windows are both updated to the latest versions. Sometimes, updates can fix compatibility issues.

To Update BIOS:

• Visit the HP Support website and search for drivers based on your laptop model.
• Download and install the latest BIOS update.

To Update Windows:

• Go to Settings > Update & Security > Windows Update.
• Check for updates and install any available updates.

Step 2: Check Drivers

Update or Reinstall Fingerprint Driver:

• Go to Device Manager > Biometric devices.
• Right-click on the fingerprint device and select Update driver.
• If that doesn't work, choose Uninstall device, then restart your laptop and reinstall the driver.

Downloading Latest Drivers:

• Visit the HP Support website, input your laptop model, and download the latest fingerprint sensor driver.
• Install the driver and restart your laptop.

Step 3: Enable Biometrics in BIOS

Access BIOS Settings:

• Restart your laptop and press the BIOS setup key (typically F10, Esc, or Del during startup).
• Navigate to the Security or System Configuration tab.

Enable Biometrics:

• Confirm that the fingerprint sensor is enabled in the BIOS settings.  

Hope this helps! 

Take care, and have an amazing day!  

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Regards,