Author Topic: Cleanup Premium - Biometric authentication service not functioning. Please help!  (Read 2404 times)

0 Members and 1 Guest are viewing this topic.

Offline Adrian168

  • Jr. Member
  • **
  • Posts: 51
I have bought a licence Avast Cleanup anupPremium for one year. I have Avast Internet Security licensed.
I have installed the product. It works very fine.

I have put on sleep some programs specific to HP Probook Windows 7:
- Synaptics WBF Fingerprint Reader, *** Does concern?
- HP Client Security Manager, (I don'n know if this concern the problem)
- HP Support Solutions Framework, (I don'n know if this concern the problem)
- HP SoftPack Download Manager, (I don'n know if this concern the problem)
- HP Connection Manager, (I don'n know if this concern the problem)
- HP 3D DriveGuard, (I don'n know if this concern the problem)
- HP Setup, (I don'n know if this concern the problem)
- GC Invoker Utility, (Does not concern the problem - SURE)

After restarting Windows 7 when i try to logon appears:

The biometric authentication service is not functioning properly
   Log on without biometric authentication
   Wait 30 seconds and try again


None functions.
I tried manual restart windows biometric service - It can be restarted but the same error appears.
I tried wakening all programs listed. Log on works without error but without fingerprint option.


Please help me! My laptop must use fingerprint for security reasons.

I must recognise that i abused when i put to sleep all these programs.
Probably this is a very sensitive zone.

Inventory:
- HP ProBook with fingerprint authentication.
- Windows 7 Professional
- Avast Internet Security
- Avast Cleanup Premium 19.1(Build 7102)
« Last Edit: May 06, 2019, 08:42:18 PM by Adrian168 »
Calm down and you will be protected!

Offline Stellarman

  • Moderator
  • Advanced Poster
  • *
  • Posts: 765
  • Product Manager
I have bought a licence Avast Cleanup anupPremium for one year. I have Avast Internet Security licensed.
I have installed the product. It works very fine.

I have put on sleep some programs specific to HP Probook Windows 7:
- Synaptics WBF Fingerprint Reader, *** Does concern?
- HP Client Security Manager, (I don'n know if this concern the problem)
- HP Support Solutions Framework, (I don'n know if this concern the problem)
- HP SoftPack Download Manager, (I don'n know if this concern the problem)
- HP Connection Manager, (I don'n know if this concern the problem)
- HP 3D DriveGuard, (I don'n know if this concern the problem)
- HP Setup, (I don'n know if this concern the problem)
- GC Invoker Utility, (Does not concern the problem - SURE)

After restarting Windows 7 when i try to logon appears:

The biometric authentication service is not functioning properly
   Log on without biometric authentication
   Wait 30 seconds and try again


None functions.
I tried manual restart windows biometric service - It can be restarted but the same error appears.
I tried wakening all programs listed. Log on works without error but without fingerprint option.


Please help me! My laptop must use fingerprint for security reasons.

I must recognise that i abused when i put to sleep all these programs.
Probably this is a very sensitive zone.

Inventory:
- HP ProBook with fingerprint authentication.
- Windows 7 Professional
- Avast Internet Security
- Avast Cleanup Premium 19.1(Build 7102)

Hi,

this is very unpleasant situation and we really apologize for it.

In order to be able to help you I would like to ask you to send the log files so we can investigate where the problem is.
You can simply send them by executing our log collector utility from this path C:\Program Files (x86)\AVAST Software\Avast Cleanup\tulogcollector.exe assuming that you have still Avast Cleanup installed on your computer.
Just please add your email address there so we can join the logs with your report here.

Thank you.

Offline Adrian168

  • Jr. Member
  • **
  • Posts: 51
Thanks, Stellerman for your attention!
I was restarting Windows and now all is OK.
Those programs must stay wake all the time and no error appears. Don't you think?

I am satisfied using Avast Internet Security and Avast Cleanup Premium.


Thanks again!

PS. If you consider to continue investigating problems I sent those logs ...
Avast Cleanup Premium is now installed on my computer. No problems for me, no viruses, no junk files, speed, etc.
« Last Edit: May 07, 2019, 12:58:26 PM by Adrian168 »
Calm down and you will be protected!

Offline Stellarman

  • Moderator
  • Advanced Poster
  • *
  • Posts: 765
  • Product Manager
Thanks, Stellerman for your attention!
I was restarting Windows and now all is OK.
Those programs must stay wake all the time and no error appears. Don't you think?

I am satisfied using Avast Internet Security and Avast Cleanup Premium.


Thanks again!

PS. If you consider to continue investigating problems I sent those logs ...
Avast Cleanup Premium is now installed on my computer. No problems for me, no viruses, no junk files, speed, etc.

Thank you for the prompt answer!

This is a very interesting problem and we would like to investigate what happened on your PC even though you solved the situation by restarting the PC.
If you don't mind sending us logs it would be highly appreciated.

Thank you.

Offline Adrian168

  • Jr. Member
  • **
  • Posts: 51
Yes, sir! Two sets of logs transmitted. First when programs are SLEEP, second when programs are WAKE

Thanks!

PS. I'm waiting for your conclusions, if you consider this necessary.
« Last Edit: May 07, 2019, 01:55:39 PM by Adrian168 »
Calm down and you will be protected!

Offline Stellarman

  • Moderator
  • Advanced Poster
  • *
  • Posts: 765
  • Product Manager
Yes, sir! Two sets of logs transmitted. First when programs are SLEEP, second when programs are WAKE

Thanks!

PS. I'm waiting for your conclusions, if you consider this necessary.

We were not able to find anything in the logs which would help us to understand what happened, everything seems to be correct.
However we decided to put the Fingerprint Reader software on our internal blacklist so it won't be even scanned nor offered in the UI to be put to sleep to prevent such situations in the future.
This change will be delivered in our next update. In case you would have Fingerprint Reader software in sleep mode by the time of the update it will be automatically woken up before we apply the blacklist functionality.

I hope you will keep enjoying our product despite this small issue.
Thank you for your effort and cooperation.
Best Regards.

Offline Adrian168

  • Jr. Member
  • **
  • Posts: 51
Martin Stellar, Thank You very much!
I would like to appreciate your work.
My fingerprint authentication is always WAKE. I begin to consider this to be normal.

Security is all.
What's happenning if someone forget the password and secret answer?

My laptop has Intel I7 and 8G memory. No problem.

Thanks again for your effort.


PS. I'm very happy to use Cleanup Premium from Avast.
« Last Edit: May 19, 2019, 12:52:43 PM by Adrian168 »
Calm down and you will be protected!