• ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
  • ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
Guidelines
Are you having HotKey issues? Click here for tips and tricks.
HP Recommended
HP EliteBook 840 G7 Notebook PC
Microsoft Windows 10 (64-bit)

Hello!

 

My notebook: HP EliteBook 840 G7, Windows 10 Pro 64bit, all updates and latest drivers.

 

I always had all the logon ways configured: Password, Pin, Face Recognision and Fingerprint... and all worked fine (the finferprint sometimes doesn't read well, but ok). I always used Face Recognision and it always worked well, really good!

 

At certain time, the Windows Hello Face Recognision started to say "you're too far away, try to aproach"... and since than, I must to be no more than 37 cm away from the screen.

 

I don't know when and which update could cause this. My wife also uses this computer (Pin or Password login) and sometimes I use on dark environment, so other times i was using fingerprint... so I can't tell when this actually started to happen. But I'm sure the Face Recognision used to work fine before, like 50 cm away or more.

 

I tried to find this kind of issue over the web, but the most I could find was some users complaining about "you're too close" message on Microsoft Surface... and dated from 2017.

 

If I try to improve face recognision, it also says I'm too far away. I must aproach to about 30 cm of the screen. The capture  picture (my head) occupies all the heigh of the screen, so it can scan it.

 

I have this computer by about 2 years ago. Windows 10 Pro 64bit, latest version; all drivers and bios updated. At certain time, few time after I got this notebook, I made an SSD and RAM upgrade. But it was working fine even after that. Actually, I remember there were times when it would say "you're too close" and I would need to step away a little, so it could read my face correctly. That's why I believe this has to do with some Windows update (or driver trough Windows Update).

 

It scans quicly, the only issue is I need to be really close to the camera.

 

Does anyone have this issue or know how to solve?

 

I'll appreciate any help! Thank you!

† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.