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‎05-20-2021 02:42 PM

HP Recommended
Product: HP Envy 13-aq0003na
Operating System: Microsoft Windows 10 (64-bit)

When I try to setup the Windows Hello Fingerprint, Windows Hello setup responds with 'Sorry, something went wrong'

2 REPLIES 2

‎05-20-2021 04:40 PM

HP Recommended

@Alan_Cockshull 

 

Are you sure it has Finger print reader ? I can't find the option on its specs

 

          https://support.hp.com/au-en/document/c06440200

 

Regards.

BH
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‎05-20-2021 08:16 PM

HP Recommended

Hi Banhien, thank you for looking into this matter.  Yes, this laptop has a fingerprint scanner.  It has been working beforehand (bought Jan 2020) but it has now stopped working. The laptop discovers the hardware and withIn Device Manager it shows that the driver that is automatically installed is 'Synaptics WBDI SGX'.   I have tried uninstalling and reinstalling the driver.  When I try to set up fingerprints, in Windows Hello Fingerprint setup, no fingerprint is detected and the message returned is 'Sorry, something went wrong'. 

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