my fingerprint reader wont let me add a second fingerprint

[jkhcast]

i am trying to add a second fingerprint to my biometric scanner, but it will not allow me to. I have the button available to 'add' a fingerprint, but when i try to scan a second finger, it tells me that it does not recognize me and the scanner goes red. If i swipe the finger that is already added, it tells me that that finger is already in the system and i need to use another. ???????   Because of medical reasons, i can no longer use the 'installed' finger and i would like to set up another. Does anyone know why this is happening and how to fix it?  btw, i couldnt find a 'board' that supported my question.

[Jeet_singh]

@jkhcast,

Thank you for posting on HP Support Forums!

I see from your post that you're having issues related to adding a second fingerprint reader on your HP notebook. 

In order to add the second fingerprint, you would need to scan the first one, 

Have you tried to add a PIN instead of adding a second fingerprint scanner. 

In the meantime, I would suggest you try these steps here: 

I suggest you download and run the HP Support Assistant from this Link: https://www8.hp.com/us/en/campaigns/hpsupportassistant/hpsupport.html?jumpid=va_r602_us/en/any/psg/p...

HPSA will automatically search for all the latest drivers for your Notebook

1. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.

   

2. Click Check for updates and messages to scan for new updates.

   

3. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.

4. Click the update name for a description, version number, and file size.

5. Select the box next to any updates you want to install, and then click Download and install.

Also ensure Windows is up to date.

Select the Start  button, and then go to Settings  > Update & security  > Windows Update , and select Check for updates. If Windows Update says your device is up to date, you have all the updates that are currently available

Next thing, I would suggest here is to follow the steps to add the second fingerprint to your account: 

1. Open the Settings app, and click/tap on the Accounts icon.

2. Click/tap on Sign-in options on the left side, and click/tap on Add another for Fingerprint under Windows Hello on the right side. 
3. Click/tap on Get started. 
4. Enter your PIN or scan an added finger to verify it's you.
5. Scan your finger on the fingerprint reader. You will need to scan your finger a few times to set up with Windows Hello.
6. When all set, click/tap on Close, or click/tap on Add another and go to step 5 above.

For additional information, please go through this link (This is a third-party link. Please do not click on any ad, image, download, popup or link or anywhere else as this is a third-party links meant only for viewing information).

Please let me know if this resolves the issue, or if you require further assistance!

Eagerly waiting for your response!

that said, If the information I've provided was helpful, 

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.

[jkhcast]

if you look at the second post (this was supposed to be an update to this post, but the support page would not let me update) here is what i wrote.  "I have an HP Envy 15-j011 dx Notebook PC which i purchased in 2013 with a windows 8 OS. It was subsequently updated to Windows 10 (unfortunately) when that product was released. Approximately 2 weeks ago (and i dont know if it is related to a Windows update), my fingerprint scanner stopped working. I have been looking for fixes, most of which are only applicable to this laptop with its original Windows 8 OS. I have been told to download the software again for the fingerprint reader and for Simplepass, however, the only software showing on the HP software driver download page is for the original OS (Windows 8). The site also states that the software will ONLY work on the OS listed (so Windows 😎. This is a problem since i no longer have Windows 8. Considering Microsoft has held us all hostage by upgrading even if we didnt want to, i would think that HP would have a solution for all computers issues following the upgrade regardless of the original OS, They dont even give you the option to choose Windows 10 for this laptop when looking for drivers or software" 

So according to your reply, i checked the HP assistant and there are NO updates for my laptop. So, NO, there are NO updates for my laptop. Now what???????

[Jeet_singh]

@jkhcast,

After reviewing your post thoroughly, I did go through the software and driver page and found that there are no software and driver for Windows 10. 

In this scenario, If you wish to continue using Windows 10 then you would need to rely on generic Windows drivers or you can try to download the drivers using HP Support Assistant. 

If you want to have the feature back on your PC, you would need to revert back to the original Operating system that was shipped with your PC which is Windows 8. 

Here's what you need to know about obtaining a set of recovery media for your PC. 

The information below lists HP products that have been tested with the Windows 10 October 2018 Update (version 1809). Any PC product that is not listed in the Windows 10 October 2018 Update table was not tested by HP. For more information, please visit this link.

Please contact our HP support team to order a set of recovery media for your PC.

HP support team can be reached on www.hp.com/contacthp

I'm sure they should be able to go ahead and address your issue. Let me know if you need any further assistance.

I'll be more than happy to help you.

that said, If the information I've provided was helpful, 

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.

[jkhcast]

so, even though my computer was purchased AFTER August 2013, you have not tested my laptop for the new windows update? So basically, i can no longer use this computer with any certainty whatsoever. Even though, it was upgraded to windows 10 years ago when it came out, without my consent. so those of us who have an untested product are forced to either deal with a computer that no longer works properly, has software that no longer works at all, or is now just a big piece of electronic JUNK. So nice that these companies believe that i can go out and just whip out my credit card and spend another $1000 on a new computer. Which, by the way will probably no longer work in 6 months when they come out with yet another piece of crap version of windows.

[Jeet_singh]

@jkhcast,

This situation will need some additional support from our internal teams in HP. For that to happen, we will give you additional instructions/information via PM. 

Please check the mailbox icon at the top-right corner of this screen.

Please check your Private message icon on the upper right corner of your HP Forums profile,

Next, to your profile Name, you should see a little blue envelope, please click on it.

I hope this helps resolve this issue completely,

Regards,