Fingerprint Sensor was setup/initialized but has not worked since initial setup

[MJM8]

This consistently happens on an HP laptop 17-cn3162ds.  Trying to determine the fastest way to fix this issue.  BIOS update?  Re-install the fingerprint sensor device driver ?   Upon setup of the sensor, my fingerprint worked consistently for that entire (first) session until the unit was turned off.  When I tried to login via the sensor on other days, I cannot.  It is as if the initial capture data associated with my fingerprint is gone.

[VikramTheGreat]

Hi @MJM8,

Welcome to the HP Support Community.
 

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

It’s understandably frustrating when your fingerprint worked perfectly on setup, then disappears after rebooting, or stops working entirely. Here’s a concise, step-by-step plan to help you get it working reliably again:

Step 1: Show Hidden Devices & Reinstall Driver

Your fingerprint sensor may be hidden or disabled in Device Manager.

1. Press Win + X → select Device Manager.
2. Click View → Show hidden devices.
3. Expand Biometric devices (or check under "Other devices").
4. If the sensor appears greyed out, right-click → Uninstall device. Then restart, it should auto-detect and reinstall the sensor.

Step 2: Update/Reinstall Drivers and BIOS

Corrupted drivers or outdated firmware may lead to failure after shutdown.

1. Download the latest fingerprint/biometric driver and any available BIOS update for your 17-cn3162ds from the HP Laptop 17-cn3162ds (BS6W4UA) | HP® Support.
2. Install the driver and update your BIOS.
3. Restart your laptop.

Step 3: Disable Power Management for Biometric Device

Windows power settings can turn off the sensor to save battery, causing login issues.

1. In Device Manager, right‑click the biometric sensor → Properties → Power Management tab.
2. Uncheck "Allow the computer to turn off this device to save power."
3. Reboot.

Step 4: Disable Fast Startup

Fast Startup on Windows can result in hardware initialization issues at boot.

1. Go to Control Panel → Power Options → Choose what the power buttons do.
2. Click Change settings that are currently unavailable.
3. Uncheck Turn on fast startup and save changes.
4. Shut down and boot again.

Step 5: Restart Windows Biometric Service

Make sure the biometric service runs every time you boot.

1. Press Win + R, type services.msc, press Enter.
2. Locate Windows Biometric Service → right-click → Properties.
3. Set Startup type to Automatic and click Start, then reboot.

Step 6: Re-register Your Fingerprint

Finally, clean any old data and re-register for a fresh start.

1. Go to Settings → Accounts → Sign-in options → Windows Hello Fingerprint.
2. Remove all fingerprints and click Set up to re-enroll.
3. Test login after a full shutdown and boot.

I hope this helps.

Take care and have an amazing day!
 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

VikramTheGreat

[VikramTheGreat]

Hi @MJM8,
 

I hope this helps.

Take care and have an amazing day!
 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

VikramTheGreat