Windows Hello says Sorry something went wrong try again.

[Gingermom]

I have been using the finger printer scanner with no problem until today.  No Windows upgrade in the past 10 days.  Today when I went to log on, nothing happened. Restarted - some thing. So I used My Pin to log in.  Hello showed that there was a fingerprint stored.  I deleted it and tried to set up a new one - after tapping a few times I got a message that said - Sorry, something went wrong, close Hello Window and try again.

I have stopped the service and restarted it,  I have uninstalled and reinstalled, I have deleted the Bio data folder restarted and let it repopulate, I have tried running trouble shooting, but can't seem to get that to run for the fingerprint scanner.  When I check in devise manager it says it is running and all is well.  I have done a cold reboot and run  sfc /scannow and it showed no problems.

So any idea of how to fix this?

[Echo_Lake]

@Gingermom

Thank you for posting on HP Support Community.

Don't worry as I'll be glad to help, 

I understand that your finger printer scanner not working correctly on the HP notebook.  I have a few troubleshooting steps we could try to fix the issue:  
 

Firstly, perform Windows Update and HP Support Assistant: (do not skip any troubleshooting steps if you feel steps are repeating) 

To check for updates now, select the Start button, and then go to Settings  > Update & security  > Windows Update, and select Check for updates.

Install updates from HP Support Assistant: Go to Download HP Support Assistant to install the tool.

1. To open HP Support Assistant, double-click the HP Support Assistant icon .
2. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.
3. Click Check for updates and messages to scan for new updates.
4. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.
5. Click the update name for a description, version number, and file size.
6. Select the box next to any updates you want to install, and then click Download and install.

Next: remove this option in the Fingerprint section of Windows Hello.

1. In Windows, search for and open Sign-in options.

2. On the Accounts window, select Windows Hello Fingerprint, and then click Remove.

   

Once it's done, set up a fingerprint reader to sign in to your computer from here: https://support.hp.com/in-en/document/c06243676
 

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[Gingermom]

Sorry I didn't get an email saying there was a solution - this does not solve my problem. I have also uninstalled the device in device manager and reinstalled it.  In device manager it says the fingerprint reader is working fine.  however, every time I try to se it up I get a window that pops up and says"  sorry Something went wrong"  " Close Windows Hello, and then try going through the setup again.  I have tried a system restore - same result.  I then redid all updates - some result.  It just says sorry, something went wrong.

[Echo_Lake]

@Gingermom

Thank you for posting back.

I would request you to contact our Support and our Support Engineers should be able to Remote into your computer and sort this out. HP Support can be reached by clicking on the following link:www.hp.com/contacthp/

Just to make sure, I can keep this case open for a day and check with you after 48 hours.