Fingerprint Sensor stopped working on EliteBook 820 G1

[arron5567]

So for the past 6 months i have been using the fingerprint sensor on my elitebook 820 g1, its been working flawlessly, super quick and always working. But over the past 2 weeks I havent been able to use it, it just cant detect my fingerprint unless i re-swipe my finger over it more than 10 times. I reinstalled the drivers and i have even re-imaged my laptop to a fresh copy of Windows 10 Pro again and it still just doesnt detect my finger. I have the latest drivers after the re-image and i just cant get it to work. 

Any ideas?

Thanks,

Arron

[Dragon-Fur]

@arron5567

Your computer:

HP EliteBook 820 G1 Notebook PC

You might want to update your fingerprint driver:

sp74167 Validity Sensor V4.5.321.0 W7-W10/32-64bit

Fixes include:

Provides improved performance when the system resumes from sleep (S3) or
hibernate (S4) modes.

==================================================================

IF the setting is available on your computer, the following might be useful to keep your fingerprint device "awake" and available:

Device Power Setting – Wake Up!

Possible issues when the fingerprint scanner fails to wake up can include:

• Driver is out of date and would benefit from an upgrade
• Driver is installed and will not enable:

Windows key + S > type and search for Sign-in > Select / Click Sign-in Options

• Driver is current and enabled but is failing to wake up after a sleep cycle

Windows key + X > M (opens the Device Manager) >

Open Biometrics >

Right-Click your Validity Sensor (or other Biometric) Adapter > Properties >

Power Management >

Select as appropriate / available:

UNCHECK Allow computer to turn off this device
OR

CHECK Allow this device to wake computer

OK

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[arron5567]

@Dragon-Fur

Hi Dragon-Fur!

Thanks for the reply, 

I have upgraded the drivers to the one that you linked. I then rebooted as instructed but still nothing. I can use either Windows 10's "Windows Hello" Feature or HP Client Security Manager, the fingerprint reader still does not work that well.

I can swipe my finger over the reader and the blue line on the windows hello window will appear as it has detected my first swipe but any time after that, it just doesnt work, no matter how much i swipe my finger over the reader, no matter if i clean the reader with a cloth or glass cleaner, it just doesnt work. I am unsure what has caused this as it has been working fine for about 6 months and has now stopped working.

Any other ideas?

Thanks,

Arron

EDIT: I went onto Windows Hello again and spent about 5 mins swiping over the reader. I finally got my finger to be saved to the PC, but when unlocking it takes at least 10 tries to get it to actually register that i have swiped my finger over the reader. Its like the reader can hardly see my finger when I swipe it. I have tried other fingers and it does the same thing.

[Dragon-Fur]

@arron5567

Although rare, it is possible the hardware has failed.  I do not know of a test that can diagnose this particular part.

More likely, the hardware is working but there is something in the Operating System preventing the connection from responding.

Again, it is a hit-and-miss sort of thing.  Sometimes the only fix is to complete a System Recovery.  You will need to decide whether this is something you want to do -- it is a lot of work; it can provide success.

For now:

You can perform a Hard Reset / Forced Reset -- this is a DEVICE reset and not something that damages or alters your Operating System installation.  Read the documentation and follow the procedure.

From your computer's Troubleshooting Section:

HP Business PCs and Tablets - Performing a Hard Reset or Forced Reset

Make sure all your Windows Updates are current -- likely they are, Windows 10 is a "rolling release"; unless you have deliberately changed the setup, Updates are automatic.

Make sure you are using the most recent Client Security -- If you have not already done so, Create a Restore Point and ensure you are running the version suggested for your OS.

Be sure to read the Prerequsites in the description and ensure you have the necessary software in place to support the Security program.

Client Security V8.3.17.2042 Rev.A(3 Dec 2015)

If you have other HP Drivers that have not been updated, say since you migrated to Windows 10, consider checking your driver list and updating any software / drivers that are out-of-date.

HP EliteBook 820 G1 Notebook PC

You can call HP for help:

HP Contact Information – Sales, Technical Support, other Contacts - USA / Canada

Contact HP – USA - Assistance

HP Tech support/ Customer Service – Some English Speaking Countries

Including UK and Europe

Warranty Service: Care Pack and HP Total Care

Total Care for your HP notebook - Warranty

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[arron5567]

Well, I have just completely re-installed Windows today to try and fix to try and fix the issue, although i have changed some things.

When i first installed Windows on this Laptop, I had Win10 on a USB but it was NTFS formatted, meaning i had to put the BIOS in Legacy Mode to use my PC. This is when the Reader worked really well, but unfortunately it also stopped when using legacy BIOS, i have now changed to Hybrid UEFI after reinstalling Windows using a FAT32 USB drive so that the EFI can boot to it. I Could always try the other UEFI Modes and see if that helps.

I purchased this Laptop from eBay about 6 months ago but i know for sure it has HP warranty till 2017 so would it be a good idea giving them a call or Live Chat session?

Thanks,
Arron

[Dragon-Fur · Accepted solution]

@arron5567

Unless / Until you are convinced that the issue is hardware related, it may not (after all) be useful to talk to HP.  Why?  Unless your standard contract covers software, then HP cannot assist with issues possibly related to a self-installed Operating System that is not the original OS version / configuration.  It is not a matter of HP not caring about your computer, it is a matter of HP not having any control over the situation once the original configuration has been replaced.

My level of expertise concerning the BIOS is not sufficient to determine whether changes caused the fingerprint reader failure.   That the reader stopped functioning while the BIOS was in a no-change condition is suspect, but the manner in which the OS was running (from USB) is not standard, either.

You could contact HP and ask whether there is a way to test the hardware -- this may be a "covered" inquiry.

Whether you use CHAT (usually little or not waiting) or place a call to the Response Center is your decision.  CHAT does have advantages, in my opinion.  Smiling.

I am sorry I could not be more helpful.

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