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armen2000251514
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Message 1 of 2
115
Flag Post

simple pass is not working

‎01-03-2020 03:07 AM

HP Recommended
Product: HP ENVY 17-j112sr (ENERGY STAR)
Operating System: Microsoft Windows 8.1 (64-bit)

can not log in simple pass

1 REPLY 1
Echo_Lake
HP Support Agent
HP Support Agent
19,934 19,893 873 928
Message 2 of 2
Flag Post

‎01-06-2020 01:12 PM

HP Recommended

@armen2000251514
Thank you for posting on the HP Support Community.

 

Don't worry as I'll be glad to help, I have a few troubleshooting steps we could try to fix the issue:  

Firstly, perform Hard Reset: Follow steps from the link: https://hp.care/2GnkMa8.

Next step BIOS default: 

  1. Turn off the computer and wait five seconds.
  2. Press the Power button to start the computer and repeatedly press the F10 key to enter the BIOS setup menu.
  3. On the BIOS Setup screen, press F9 to select and load the BIOS Setup Default settings.
  4. Press F10 to Save and Exit.
  5. Use the arrow keys to select Yes, then press Enter when asked Exit Saving Changes?
  6. Follow the prompts to restart your computer.

If the issue persists follow the below troubleshooting steps,
Step 1: Uninstall the Fingerprint reader software.

  • Click on Ask me Anything box beside the Start button.
  • Type Device Manager and open device manager from the search results.
  • Under the Biometric category, right-click on anything which is listed and select Uninstall.

Step 2: Restart the PC.
Step 3: Please download the latest Fingerprint reader software from this link: https://support.hp.com/us-en/drivers/selfservice/swdetails/HP-ENVY-17-Notebook-PC-series/5401174/mod...
Step 4: Install the software and configure your fingerprint.
Click here: https://support.hp.com/us-en/document/c03653209 to know more about Using HP SimplePass with a Fingerprint Reader, PIN or Password (Windows 😎

 

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.

ECHO_LAKE
I am an HP Employee

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