fingerprint reader not available

[Shimon4]

hi i have a envy 360 with windows 11 and the fingerprint reader recently stopped working in settings it says option not available when i try to select it i looked in device manager but there is no biometric device option there does anyone know what it is called in device manager so i can try to update it or any other option i checked windows advanced updates and there is nothing there

[Rachel571]

Hi @Shimon4,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

If your fingerprint reader is not working on your HP Envy 360 with Windows 11, you can try the following steps to troubleshoot the issue:

Check Device Manager:

• Open Device Manager by right-clicking on the Start button and selecting "Device Manager."
• Look for a category called "Biometric devices" or "Security devices."
• If you don't see any category related to biometric devices, it's possible that the fingerprint reader is not being detected.

Update Drivers:

• In Device Manager, right-click on the category where the fingerprint reader would be (usually under "Biometric devices" or "Security devices") and select "Update driver."
• Choose the option to search for updated driver software automatically.
• If Windows doesn't find any updated driver, you may want to check the HP support website for your laptop model and download the latest fingerprint reader driver. Click here 

BIOS/UEFI Update:

• Sometimes, a BIOS or UEFI update can address hardware-related issues. Check HP's support website for your laptop model to see if there are any BIOS or UEFI updates available and apply them.

Check HP SimplePass Service:

• HP laptops often use the SimplePass service for fingerprint recognition. Ensure that the HP SimplePass service is running. You can check this in the "Services" application. Press Win + R, type services.msc, and press Enter. Look for "HP SimplePass" or a similar service and make sure it's set to start automatically.

Windows Update:

• Ensure that your Windows operating system is up to date. Go to Settings > Update & Security > Windows Update, and check for any available updates.

Reinstall Fingerprint Driver:

• In Device Manager, you can try uninstalling the fingerprint driver. Right-click on the device under "Biometric devices" or a similar category, and select "Uninstall device." Then restart your computer, and Windows should automatically reinstall the driver.

If the issue persists, Please follow the steps to restore the system: Click Here

I hope this helps.

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Rachel571 

HP Support

[Shimon4]

For some reason biometric devices does not show up on device manager i can't find HP simple pass on services either i have latest BIOS and windows update and i reinstalled the fingerprint driver from HP website and i can't do restore point because system protection was off is there anything else i can do or do i have to take it to a repair shop?

[Rachel571]

Hi @Shimon4,

Welcome to HP Support Community.

Thank you for your response, Due to limited support, I would request you contact our HP Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link.

https://www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Rachel571 

HP Support