Does my computer even have a proper fingerprint sensor or is it a stub?

[JackS_]

Hello,

So I have been using this Hp Zbook studio G5 for about 4 months now, and it works great and I love everything about it. Theres just one thing that has been driving me nuts, how do I get the fingerprint sensor to work? Windows Hello says 'you don't seem to have a compatible biometric device' or something. I definitely know my computer has it, or at least supports it as the reader is located next to the Intel i7 sticker. 

My troubleshooting:

- Installed the fingerprint driver from the software and downloads page for my computer (made sure it was the correct product too)

- Scoured device manager

- Used HP support center to check for available drivers

- Read the manual top to bottom

only thing left it to open my laptop up and see if it's connected or not, which is really gonna be my very last resort, i don't want to remove 75% of the parts to get the fingerprint reader and risk breaking anything.

There are not many resources about the fingerprint sensor for this laptop - I also checked the manual online for this and it just says 'fingerprint reader' without any info on how to use it, how to activate, fix, etc. I'm just really confused at this point and i read somewhere i dont remember exactly that said it could be like a stub, not an actual fingerprint reader but you have to buy one yourself and attach it yourself which i really hope isn't the case because I bought this for 2.5K and not want to spend another 100 or something for a fingerprint reader.

Any help would be sincerely appreciated,

Thank you in advance.

[Dragon-Fur]

@JackS_ 

Welcome to the HP User Community.

Update - Remove example from PartSurfer - not relevant.

PartSurfer might be able to tell you exactly which parts came with your computer.

• For best results, use the Serial Number for your search
• Reminder:  Do NOT post private information (including serial number) here on the Community)

 Open PartSurfer

• Select your Country
• Search for your computer / printer / device >> See HINT
• Need Help?  Tab Self help > find and open the User Guide and FAQ

How to use PartSurfer:

• Select your region / country - PartSurfer must know your general location
• Enter your device Product Number , Serial Number, or Part Number in the Quick Search box
• HINT: To see a system-specific list, replace the Product Number with your device Serial Number
• Items accompanied by a tiny box in the Add-to-Cart column are available for purchase

Parts marked as "n/a" (or are missing from the list) are not available from HP.

Parts marked as available for purchase might be available > CHECK:  HP Parts Store

OR

When HP does not provide the part for retail purchase,

Use your search engine to find a compatible part number replacement at your favorite online store.

 ===============================================

Example ONLY - this is not your workstation:

==========================================================

References / Resources

Maintenance and Service Guide

HP Device Home Page - References and Resources – Learn about your Device - Solve Problems

When the website support page opens, Select (as available) a Category > Topic > Subtopic

NOTE:  Content depends on device type and Operating System

Categories:  Alerts, Warranty Check, HP Drivers / Software and BIOS, How-to Videos, Bulletins/Notices, How-to Documents, Troubleshooting, Manuals > User Guide, Service and Maintenance Guide (Replacement Parts and Procedures), Product Information (Specifications), more

Open

HP ZBook Studio G5 Mobile Workstation 

Thank you for participating in the HP Community.

Our Community is comprised of volunteers - people who own and use HP devices.

Click Helpful = Yes to say Thank You

Question / Concern Answered, Click "Accept as Solution"

[JackS_]

@Dragon-Fur

Thank you for your detailed quick post!

So I went to the part surfer website, and it recognized my product after I put the serial number.

I saw two tabs - one, 'General(Product Family)' which didn't mention anything about a fingerprint sensor, and in the 'Advanced(Unique Product S/N)'  under the 'Component BOM (OEM S/N BOM)' section nothing is mentioned about a fingerprint sensor either.

Then, in the 'Spare BOM (HP Orderable Product BOM)' section, there was only one record which looked like this:

What is this supposed to mean? This is the only record which mentions something about a fingerprint sensor.

[Dragon-Fur]

@JackS_ 

OK - in this case, for this type of reader, the component is not listed. 

Orderable part means this is the part number "spare" to upgrade or repair / replace a fingerprinter in this machine.

If the Device Manager does not detect a fingerprint reader,

the hardware is effectively NOT installed (present) in the computer.

I've looked at a couple of "deep dive" tools to pull the details the hardware -- I'm so far reticent about installing anything I don't recognize on my new workstation.   If I decide to do that and if the tool finds the component, I'll post back.

Thank you for participating in the HP Community.

Our Community is comprised of volunteers - people who own and use HP devices.

Click Helpful = Yes to say Thank You

Question / Concern Answered, Click "Accept as Solution"

[JackS_]

@Dragon-Fur

---

I've looked at a couple of "deep dive" tools to pull the details the hardware -- I'm so far reticent about installing anything I don't recognize on my new workstation.   If I decide to do that and if the tool finds the component, I'll post back.

---

Ok, I will be eagerly waiting for your response! I hope there is a good solution to this. Thank you for your help so far.

[Dragon-Fur · Accepted solution]

@JackS_ 

---

@JackS_ wrote:

Partial Excerpts

Windows Hello says 'you don't seem to have a compatible biometric device' or something. I definitely know my computer has it, or at least supports it as the reader is located next to the Intel i7 sticker.

My troubleshooting:

- Installed the fingerprint driver from the software and downloads page for my computer (made sure it was the correct product too)

- Scoured device manager

- Used HP support center to check for available drivers

- Read the manual top to bottom

I have read back through your messages.

I do not see where you reported what you found in the Device Manager

One advantage of using software to interrogate the hardware is that you don't have to open the case.

Find Device Manager - Biometrics Information

1. Conctrol Panel > icon view > Device Manager
2. (Tab) View  > Select “Devices by type” AND “Show hidden devices”
3. Open category Biometric devices
4. Look for and Right-Click on the fingerprint reader device > Properties
5. Tab Details
6. Beneath Property, “Device description”

If you cannot get past #3 and #4 - there is no fingerprint sensor installed.

Any software interrogation is useless in the face of the system not seeing the sensor for itself.

What if there is a reader but it does not work?

If the Device Manager does not detect a component, it is the same end result as the component not being installed.

The Device Manager might detect a component as unknown (needs a driver).

If a component is installed but undetectable (physically disconnected), the Device Manager can miss that part.

The advantage of opening the case is that you will know whether the Device Manager is telling the truth as evidenced by what you see.

Review:  The Fingerprint reader part number and replacement procedure is explained in the Maintenance and Service Guide - Go to Page 49

Can't stand it?

Do not want to open your computer and look at what is inside?

Search for a tool that will give you what you want.

One of the many resources found on the Internet:

10 Tools To Check Every Hardware Detail Of Your Computer In Windows 

Hardware interrogation tools are useful and invasive - read the details (including the privacy notice at the website) -- decide before you download and install whether you want the software on your computer.

I am particularly conservative about loading tools of this type- do not let my reticence on the subject determine how far you are willing to go to get the answer that you want for your computer.

================================================================================

My opinion:

If the Device Manager does not find a fingerprint sensor - your computer does not have one.

If the Device Manager does not find a working fingerprint sensor - it is the same result:  no fingerprint sensor.

If your computer does not have a fingerprint sensor, one can be added.

If you do the work yourself and break anything, you chance invalidating the Warranty.

What?  Contact HP Support and ask for help.

Registered Devices in Warranty:  Select a method and contact HP Support…

Open website  HP World-Wide Support

Select your region and follow the prompts

Regional Links

 USA / Canada >   HP® Customer Support - USA

 UK >  HP® Customer Support - UK

Thank you for participating in the HP Community.

Our Community is comprised of volunteers - people who own and use HP devices.

Click Helpful = Yes to say Thank You

Question / Concern Answered, Click "Accept as Solution"

[JackS_]

@Dragon-Fur

---

I have read back through your messages.

I do not see where you reported what you found in the Device Manager

Sorry I didn't elaborate, but I went to device manager and looked below 'Biometrics' - nothing (only some irrelevant Windows Hello thing). I went to the menubar, clicked 'View', and selected 'Show hidden devices' and then went to the 'Other devices' section - nothing.

If you cannot get past #3 and #4 - there is no fingerprint sensor installed.

Any software interrogation is useless in the face of the system not seeing the sensor for itself.

---

So unlike what I thought, it was quite easy to see where the fingerprint sensor is (didn't have to open up 75% of the parts lol) - it's right below the battery. So I popped out the battery and sure enough - there was no fingerprint sensor. Just a stub. There is a port for a fingerprint sensor however, on the motherboard but none attached (no wire ribbon or sensor). I tried to remove the stub after removing the attached screw but it looked like it was glued. 

Anyway, thank you so much for your help. If I really need a fingerprint sensor I'll see if I can install one - at the moment it's not necessary.

[Dragon-Fur]

@JackS_ 

You are welcome.

Considering that fingerprint sensors have their own issues sometimes , not having one at all is not entirely awful.

If you like create and use a PIN.  Secured to the hardware, PINs are usually a stable log-in option.

Do keep track of your Windows Password because this is not something we could help you with if you manage to get locked out.

One thing I've done on every system:  Create a secondary Local account on the computer > admin privileges > give the account a good password.  Sign in one time to make sure the account works and can be set up.  After that, leave it alone.  IF your main account goes sideways for any reason, you can at least perhaps sign into the computer and retrieve your stuff.

Thank you for participating in the HP Community.

Our Community is comprised of volunteers - people who own and use HP devices.

Click Helpful = Yes to say Thank You

Question / Concern Answered, Click "Accept as Solution"