Fingerprint sensor not working after Windows 10 update

[Ruscomber]

Hi - I recently had a Windows 10 update on this laptop and since then the fingerprint sensor is not working and is not allowing me to set up in the sign in options (message is 'We could not find a fingerprint scanner compatible with Windows Hello Fingerprint).

I have gone to Device Manager  -> Biometric Devices -> Synaptics WBDI SQX and it has an exclamation mark next to it and tried updating the drivers but it says latest drivers are installed. When clicking on Properties, under Device Status it has message ' 

This device is not working properly because Windows cannot load the drivers required for this device. (Code 31)

{Operation Failed}
The requested operation was unsuccessful.'

Could someone advise please as to how to get fingerprint scanner working?

Thanks!

[KrazyToad]

@Ruscomber

Welcome to HP Community

I have gone through your Post and would like to help

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

Keep me posted how it goes

Thank you and have a wonderful day 😊

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.

[Ruscomber]

Hi @krazytoad thanks for the advice. However, I have  updated HP drivers/software as you mentioned. Also installed latest Windows 10 updates and re-booted laptop but to no avail, still have same issues and error messages as mentioned above?

[KrazyToad]

@Ruscomber

Run an SFC Scan to check for Windows errors and if the issue persists create a New User Account and setup the Fingerprint again

Link for SFC scan: https://support.microsoft.com/en-in/help/4026529/windows-10-using-system-file-checker

New User Account Creation: https://support.microsoft.com/en-in/help/4026923/windows-10-create-a-local-user-or-administrator-acc...

Keep me posted

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.

[Ruscomber]

Hi @KrazyToad - before I try this are you able to post the link for the drivers for the fingerprint scanner? I am try to uninstall the existing one and re-install the lastest version you send and see if this works.

Thanks!

[KrazyToad]

@Ruscomber

Here is the link for the Synaptic Finger print driver: https://support.hp.com/us-en/drivers/selfservice/swdetails/hp-envy-13-aq0000-laptop-pc-series/260848...