fingerprint scanner stopped working

[Kayla198]

so after a week my finger print scanner has stopped working when i go into settings this is saying incompatible when clearly it is compatible! my hp update history shows a fingerprint scanner update but says it is no longer available! 

[Kumar0307]

Hi @Kayla198

Welcome to the HP Support Community. 

As I understand the Fingerprint Sensor in windows 10 is not working. I'd be happy to assist you.

What model HP PC are you using?

Refer to this document to know how to find the Product Name or Product Number.

Install updates using HP Support Assistant

1. In the search box, type and open HP Support Assistant. 
2. Check for updates. 
3. If the updates are available, click on install and restart the computer.  

Note: If you do not have HP Support Assistant installed, Click here to download the same.

Install the HP Simple Pass Identity Protection Software for Windows10:  ftp://ftp.hp.com/pub/softpaq/sp71501-72000/sp71729.exe 
If the issue persists, Please Click here to download the most viable driver for Windows 10  fingerprint reader (if need be) & if your

Simple Pass Software isn't working: 

Click here to download a different version of the same software. 

Hope this helps! Keep me posted. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day! 

[Kayla198]

Hi Thanks for the above, this sadly has not worked as i go to install the driver after accepting terms it says 30 secs left then automatically closes then nothing......... And on simple pass it is only allowing for a pin or password not the fingerprint its as if its not recognising it is there when it is part of my laptop. There was an update on 1.4.20 which is now unavailable?  The model i am using is Envy - 13-aq0000na 

[Kumar0307]

@Kayla198, thank you for the response.

Certain Windows features and drivers can get affected after a recent feature upgrade due to corruption with the Windows Update components and outdated/missing drivers. As such, we can try to run the Hardware and Devices Troubleshooter. This tool checks the hardware connected to your computer for common issues and gives details on how to rectify them.

Here are the steps:

1.      Using Search in Cortana, type Troubleshoot. 

2.      Choose Troubleshoot. 

3.      Click on Hardware and Devices under Find and fix other problems.

4.      Select Run the troubleshooter and follow the prompt to run the troubleshooter.

Monitor the results afterward. If there are any suggestions given by the troubleshooter, you may try those and check if it helps.

 Let me know how this goes.