Fingerprint reader disconnected

[Ridbak]

Hello,

I have just set up my new HP Pavillon 15-EH0502SA

I tried to set up fingerprint sign in for windows hello but every time I try to set it up a error message pops up saying “SORRY, SOMETHING WENT WRONG - THE FINGERPRINT READER IS DISCONNECTED. RECONNECT IT AND TRY AGAIN.” Now the thing is, my fingerprint reader is built into the laptop on the right hand side of the trackpad. I tried to update the driver but it says I’m up to date. I then went ahead and uninstalled and reinstalled the biometric device software and reinstalled but that did not work. I then went ahead to disable it and then enable it again and yet it still did not work. I couldn’t find anything online so I’m hoping you guys can help me!

[Echo_Lake]

@Ridbak

Thank you for posting on 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:  

• Right-click Start, then select Device Manager.
• Right-click the driver under Biometric devices - Properties.
• Check tab Power Management, untick Allow the computer to turn off this device to save power.
• Comeback to set-up fingerprint, you're done

For more information on Set Up Sign-in Options for Windows Hello (Windows 10) Click here
 

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.