biometrics problem

Question

Hello,

I am having an issue with the biometric features on my HP ZBook G5 15. I couldn’t find the biometric device in the Device Manager, and now I also cannot find the “Windows Biometric Service” in the Services panel. Because of this, fingerprint login is not working.

Could you please guide me on how to fix this or reinstall the necessary components for biometrics to work properly?

Thank you for your help.

Best regards, Hamza

Answer 1

Hi,

Thank you for the update.

Feel free to reach us anytime if you have any questions.

Best Regards,

Noel

Answer 2

Hi,

Thank you for sharing your question. I understand how inconvenient it is when biometric features like fingerprint login stop working, especially when the device and service aren’t showing up in Device Manager or Services. Let’s look at why this happens and how to fix it.

This issue usually occurs when the biometric driver is missing or disabled, or when the Windows Biometric Service is not installed or running. Without these components, Windows cannot recognize fingerprint sensors.

To resolve this, first check if biometrics are enabled in Settings → Accounts → Sign-in options. If the option is missing, reinstall the fingerprint driver from HP’s official support site for your ZBook model. After installing, restart your PC and verify that the device appears under Device Manager → Biometric Devices. Next, open Services and confirm that Windows Biometric Service is present and set to Automatic. If it’s missing, you may need to repair Windows components using sfc /scannow or DISM commands, or update Windows to restore biometric support.

I hope this helps.

 

Best Regards,

Noel

Answer 3

To resolve the issue with the biometric features on your HP ZBook G5 15, follow these steps:

1. Check Virtualization Based Security (VBS): Ensure that VBS is running on your system. You can do this by opening System Information and checking under System Summary for an entry labeled Virtualization Based Security that should be listed as Running.
2. Verify Biometric Isolation Trust-lets: Check if the biometric isolation trust-lets are running. In System Information, navigate to Software Environment > Running Tasks and look for bioiso.exe and ngciso.exe. If they are not listed, your system might not meet the requirements for Enhanced Sign-in Security.
3. Reinstall Biometric Drivers: Go to Device Manager, expand the Biometric devices section. If your biometric device is not listed, it may indicate a driver issue. If it is listed, right-click on the device and select Uninstall Device. Restart your computer, and Windows should attempt to reinstall the driver automatically.
4. Restart Windows Biometric Service: If you can access the command prompt as an administrator, you can try restarting the biometric service. First, remove any existing PIN by going to Sign-in Options. Then, in the command prompt, enter the following commands:

      net stop wbiosrvc
      net start wbiosrvc
   

   After executing these commands, check if the fingerprint authentication is working.
5. Check for Hardware Compatibility: Ensure that your biometric sensor is compatible with Windows Hello Enhanced Sign-in Security. You can check this in Device Manager by looking for specific capabilities under the device properties.
6. File Feedback: If the biometric features are still not functioning, consider filing a feedback item using the Feedback Hub to report the issue.

By following these steps, you should be able to troubleshoot and potentially resolve the biometric issues on your device.

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References:

• Windows Hello Enhanced Sign-in Security
• Biometric Framework overview