HP Notebook PCs - Fingerprint reader troubleshooting (Windows 10)

If the fingerprint reader stopped working after a Windows update, use the following procedure.

1. Verify whether you are experiencing a known issue. Go to the Microsoft article Windows 10 release information (in English), select the Windows version, and then select Known issues and notifications.

   If you are not experiencing a known issue, continue the procedure to try to resolve the problem.

2. Restart the computer.

3. Perform a power reset. For instructions, see HP Notebook PCs - How to power reset your computer​.

4. Perform a system reset. For instructions, see HP PCs - Reset the computer.

5. Verify that your fingerprint reader settings are now available. In Windows, search for and open Sign-in options. If the fingerprint reader settings are available, a Set up button is available under Windows Hello Fingerprint.

If you cannot login using the fingerprint reader with Windows Hello, use the following procedure to reset the Windows Hello settings.

1. In Windows, search for and open Sign-in options.

2. Under Windows Hello Fingerprint, click Set up.

3. Follow the on-screen instructions to set up the fingerprint reader. For more information, see HP PCs - Set Up Sign-in Options for Windows Hello (Windows 10).

4. Press ctrl + alt + del to confirm that the fingerprint reader sign-in option is displayed on the Windows Lock screen. Then, log in to Windows.

   

5. If the fingerprint sign-in option was not available, run Windows Update. In Windows, search for and open Check for updates.

   If there are any available updates, they begin installing automatically.

6. Repeat steps 1 through 4 to set up the fingerprint reader again.

If you are not able to set up the fingerprint reader, use this procedure.

1. In Windows, search for and open Sign-in options.

2. If the Set up button is available under Windows Hello Fingerprint, click Set up and then follow the on-screen instructions. For more information, see HP PCs - Set Up Sign-in Options for Windows Hello (Windows 10).

   If the Set up button is not available under Windows Hello Fingerprint, go to the next step.

3. In Windows, search for and open Device Manager.

4. Click the arrow next to Biometric devices to expand the category. Verify that the fingerprint reader is available.

5. If the fingerprint reader is not available, click the arrow next to Unknown devices to see if the fingerprint reader is listed in that category.

If the fingerprint reader is not listed in Device Manager, use the following procedure.

1. Restart the computer.

2. Perform a power reset. For instructions, see HP Notebook PCs - How to power reset your computer​.

3. Update the BIOS. For instructions, see HP Consumer Notebook PCs - Updating the BIOS (Basic Input Output System) (Windows) or HP Business Notebook PCs - Updating the BIOS (Basic Input Output System).

4. Run the HP PC Hardware Diagnostics Fingerprint Reader Test. For instructions, see HP PCs - Testing for hardware failures in Windows 10.

5. If the computer passes the Fingerprint Reader Test, perform a system reset. For instructions, see HP PCs - Reset the computer.

6. Perform a Windows Cloud Recovery. For instructions, see one of the following documents:

   • HP Consumer PCs - Using the HP Cloud Recovery Tool in Windows 11 and 10

   • HP Business PCs - Using the HP Cloud Recovery Client in Windows 11 and Windows 10