Windows Hello Fingerprint not working

Hi

I have a problem with windows hello on my laptop. In the normal settings, it says "We couldn't find a fingerprint scanner compatible with Windows Hello Fingerprint".

This problem has been around for about a month a half now, hoping that a software update would fix it. It hasn't been fixed. My laptop is a hp envy x360 convertible ds-0xxx. This laptop has a fingerprint reader on it, and it worked for when I got it.

I have tried all of the obvious things, like shut down and restart. I have looked into other people's similar problems, non of those fixes work.

In device manager, it doesn't say that there is a biometric catergory, to find the device in said catergory. [see photo...]

I have check mostly everything to check if something needs updating, but nothing does.

On the lock screen, it says "Something went wrong on our end".

Can someone help please, nothing makes any sense at all.

***Modified title from: windows hello won't work***

|

* Please try a lower page number.

* Please enter only numbers.

* Please try a lower page number.

* Please enter only numbers.

Hi,

Thank you for writing to Microsoft Community Forums.

I appreciate the efforts taken by you in resolving this issue. I understand that you are unable to use Windows Hello Fingerprint Reader on your computer. I’ll help you with this issue.

However, please let us know:

  • Are you aware of any changes made to the computer prior to this issue?

  • Which build version of Windows 10 is installed on the computer currently? To check type: winver in the search bar on the Taskbar and hit Enter.

I would suggest you to check if there are any hidden drivers for the Biometric device in Device Manager. Refer the steps mentioned below:

  1. Press Windows Logo key + X, and select Device Manager.

  2. Click on View and select Show hidden devices.

  3. If you see Biometric devices, expand it and check if there is any hidden device for Fingerprint Reader.

  4. If there is any hidden device, right click on it and select Update Driver.

Alternatively, you can also try downloading the drivers from the computer Manufacturer’s website. Go to the HP website and click on Let HP detect your product.

Also, check if the Windows Biometric Service is running properly. Refer the steps mentioned below:

  1. Press Windows Logo key + R, to open Run dialog box.

  2. Type services.msc and click on OK.

  3. Look for Windows Biometric Service, and double click on it.

  4. Now, select Automatic from the drop down for Startup type.

  5. Click on Start to start the service.

  6. Click on OK.

Let us know how it goes.

Regards,

Nikhar Khare

Microsoft Community - Moderator

52 people found this reply helpful

·

Was this reply helpful?

Sorry this didn't help.

Great! Thanks for your feedback.

How satisfied are you with this reply?

Thanks for your feedback, it helps us improve the site.

How satisfied are you with this reply?

Thanks for your feedback.

Hi

Thanks for the help.

I didn't do anything, and logged on to check. But the reader is back, and working.

Have no clue what happened, but it works now.

I will keep this page for future reference if the reader ever breaks again.

But thanks for the help, agian.

3 people found this reply helpful

·

Was this reply helpful?

Sorry this didn't help.

Great! Thanks for your feedback.

How satisfied are you with this reply?

Thanks for your feedback, it helps us improve the site.

How satisfied are you with this reply?

Thanks for your feedback.

Hi,

Thank you for writing to Microsoft Community Forums.

I appreciate the efforts taken by you in resolving this issue. I understand that you are unable to use Windows Hello Fingerprint Reader on your computer. I’ll help you with this issue.

However, please let us know:

  • Are you aware of any changes made to the computer prior to this issue?

  • Which build version of Windows 10 is installed on the computer currently? To check type: winver in the search bar on the Taskbar and hit Enter.

I would suggest you to check if there are any hidden drivers for the Biometric device in Device Manager. Refer the steps mentioned below:

  1. Press Windows Logo key + X, and select Device Manager.

  2. Click on View and select Show hidden devices.

  3. If you see Biometric devices, expand it and check if there is any hidden device for Fingerprint Reader.

  4. If there is any hidden device, right click on it and select Update Driver.

Alternatively, you can also try downloading the drivers from the computer Manufacturer’s website. Go to the HP website and click on Let HP detect your product.

Also, check if the Windows Biometric Service is running properly. Refer the steps mentioned below:

  1. Press Windows Logo key + R, to open Run dialog box.

  2. Type services.msc and click on OK.

  3. Look for Windows Biometric Service, and double click on it.

  4. Now, select Automatic from the drop down for Startup type.

  5. Click on Start to start the service.

  6. Click on OK.

Let us know how it goes.

Regards,

Nikhar Khare

Microsoft Community - Moderator

This is still not working after doing all those steps,  please help after the Windows update it stopped working and it says the following :  we couldn't find a fingerprint scanner compatible with windows hello fingerprint.  

After taking all the steps you suggested on here it says i have the latest update. 

12 people found this reply helpful

·

Was this reply helpful?

Sorry this didn't help.

Great! Thanks for your feedback.

How satisfied are you with this reply?

Thanks for your feedback, it helps us improve the site.

How satisfied are you with this reply?

Thanks for your feedback.

This is still not working after doing all those steps,  please help after the Windows update it stopped working and it says the following :  we couldn't find a fingerprint scanner compatible with windows hello fingerprint.  

After taking all the steps you suggested on here it says i have the latest update. 

18 people found this reply helpful

·

Was this reply helpful?

Sorry this didn't help.

Great! Thanks for your feedback.

How satisfied are you with this reply?

Thanks for your feedback, it helps us improve the site.

How satisfied are you with this reply?

Thanks for your feedback.

Hi, I'm not sure if you are still having this issue, but if you are, try pressing Windows Logo Key + X and selecting Device Manager, then double clicking on Biometric Devices to show your fingerprint scanner, double click on that and select driver, then select Roll Back Driver. I had this problem today and this worked for me. Good Luck.

48 people found this reply helpful

·

Was this reply helpful?

Sorry this didn't help.

Great! Thanks for your feedback.

How satisfied are you with this reply?

Thanks for your feedback, it helps us improve the site.

How satisfied are you with this reply?

Thanks for your feedback.

The windows key + R says windows biometrics is automatic, however the windows key + X does not show a biometrics option.

The windows hello fingerprint says could not find a a fingerprint scanner.. it was working a few days ago.

10 people found this reply helpful

·

Was this reply helpful?

Sorry this didn't help.

Great! Thanks for your feedback.

How satisfied are you with this reply?

Thanks for your feedback, it helps us improve the site.

How satisfied are you with this reply?

Thanks for your feedback.

My password and fingerprint are not working and need to be reset

1 person found this reply helpful

·

Was this reply helpful?

Sorry this didn't help.

Great! Thanks for your feedback.

How satisfied are you with this reply?

Thanks for your feedback, it helps us improve the site.

How satisfied are you with this reply?

Thanks for your feedback.

For anyone who this didn't help.... I rolled it back and still had the issue.  After rolling it back i went and attempted to update the drivers again.  After the rollback the update successfully took and the scanner came back.

3 people found this reply helpful

·

Was this reply helpful?

Sorry this didn't help.

Great! Thanks for your feedback.

How satisfied are you with this reply?

Thanks for your feedback, it helps us improve the site.

How satisfied are you with this reply?

Thanks for your feedback.

I am having the same issue as the original post stated. My computer's fingerprint reader was working properly until the update from windows that installed the "Hello" version of the login options.  In fact when I go to sign-in options the Windows Hello Face and the Windows Hello Fingerprint both say "This option is currently unavailable - click to learn more".  I have clicked on several occasions and it leads me through the same steps of checking for up to date drivers and I am always given the message "The best drivers for your device are already installed".

I have the Windows 10 version 1903 (OS Build 18362.592).

My Biometric devices only shows Synaptics WBDI and there is an error symbol over the fingerprint picture.

When I clicked open the Synaptics WBDI, the status states: "This device is not working properly because Windows cannot load the drivers required for this device. (Code 31) {Operations Failed} The requested operation was unsuccessful.

When I followed your last suggested steps and did a services.msc run check for the biometrics, The biometrics are showing to be running.

How can I get my fingerprint reader and face log-ins working again?

12 people found this reply helpful

·

Was this reply helpful?

Sorry this didn't help.

Great! Thanks for your feedback.

How satisfied are you with this reply?

Thanks for your feedback, it helps us improve the site.

How satisfied are you with this reply?

Thanks for your feedback.

Hi, I am still having issue with the Hello fingerprint and face logins. They worked fine until Windows updated. I tried everything listed above and there is an error message from my Symaptics WBDI Properties. "This devices is not working properly because Windows cannot load the drivers required for this device. (Code 31)  {Operation Failed}  The requested operation was unsuccessful.

But when I went to update the driver I keep getting a message that "The best drivers for your device are already installed".  When I did the "Run" part of the instructions from previous suggestions the system shows the Biometric devices are running.

I tried doing the rollback driver that you recommended and that option will not allow me to do anything.

I really just want to be able to use my face and fingerprint sign-ins again.  HELP!?!

8 people found this reply helpful

·

Was this reply helpful?

Sorry this didn't help.

Great! Thanks for your feedback.

How satisfied are you with this reply?

Thanks for your feedback, it helps us improve the site.

How satisfied are you with this reply?

Thanks for your feedback.

* Please try a lower page number.

* Please enter only numbers.

* Please try a lower page number.

* Please enter only numbers.

 
 

Question Info


Last updated June 14, 2021 Views 51,484 Applies to: