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Zephyr12
Level 1
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Message 1 of 6
287
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Solved!

HP ENVY 17 Laptop-ce0008ca fingerprint reader not working

HP Recommended
HP ENVY 17 Laptop-ce0008ca
Microsoft Windows 10 (64-bit)

My fingerprint reader is not working as I get this error message: (Sorry something went wrong. Close Windows Hello, then try going through setup again.)

Zephyr12_0-1612799532665.png

I have tried reinstalling the drivers, reinstalled windows, updated windows and even contacted Microsoft however I cannot get my fingerprint reader to work. It still displays in the device manager and says it is working but it doesn't actually work whenever I try to set-up my finger for Windows Hello. Another odd thing is that when I try to install fingerprint drivers from the HP website, it says that the drivers do not support the OS. This is odd because where do I get working drivers from?

1 ACCEPTED SOLUTION

Accepted Solutions
Zephyr12
Author
Level 1
3 2 1 1
Message 3 of 6
Flag Post
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Hello there, I actually fixed the problem yesterday (btw I did the HP assistant thing and updated everything fully but it did not work. 

So the solution for anyone who needs it. I went into the BIOS and turned fingerprint Reset on Reboot to "yes" and it started working!

 

View solution in original post

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KrazyToad
Retired
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Message 2 of 6
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HP Recommended

@Zephyr12

 

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.

    Click Updates in the My notebook pane

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

     Updates list in HP Support Center

  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.

KrazyToad
I Am An HP Employee

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Zephyr12
Author
Level 1
3 2 1 1
Message 3 of 6
Flag Post
HP Recommended

Hello there, I actually fixed the problem yesterday (btw I did the HP assistant thing and updated everything fully but it did not work. 

So the solution for anyone who needs it. I went into the BIOS and turned fingerprint Reset on Reboot to "yes" and it started working!

 

View solution in original post

Was this reply helpful? Yes No
KrazyToad
Retired
Retired
22,744 19,097 1,373 1,293
Message 4 of 6
Flag Post
HP Recommended

I'm glad you got this sorted out

 

Drop us a message anytime you need help 

 

 

KrazyToad
I Am An HP Employee

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Binarioman
New member
6 3 0 0
Message 5 of 6
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HP Recommended

Thank you! Same issue! 
Is it necessary to restore the option Reset on Reboot to "no"?

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Zephyr12
Author
Level 1
3 2 1 1
Message 6 of 6
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Nope not necessary. 

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