HP 27 inch All-in-One 27-cr0006 PC (7X9C0AA) new pc, windows hello saying camera is not compatible?

[boweryboys14]

HP 27 inch All-in-One 27-cr0006 PC (7X9C0AA) new pc, windows hello saying camera is not compatible?  But camera works for other apps.   Is it not an IR camera?

[Max3Aj · Accepted solution]

@boweryboys14, Welcome to HP Support Community. 

Thank you for posting your query, I will be glad to help you. 
that sounds like a classic case of Windows Hello requiring an IR (infrared) camera, which not all built-in webcams have, even on new PCs.

Here's the lowdown on your HP 27-cr0006 All-in-One (7X9C0AA):

✅ It does have a webcam, as you’ve seen — it works fine in apps like Zoom, Camera, etc.

❌ But Windows Hello facial recognition needs a special infrared (IR) camera, not just a regular RGB webcam.

🔍 Most budget or mid-range HP AiOs do not include an IR camera unless it's explicitly listed under features as “Windows Hello compatible” or “IR webcam”.
 

How to check for IR camera support:

Device Manager → Cameras or Imaging Devices:

You should see two cameras listed if it supports Windows Hello (one RGB + one IR).

If there's only one camera, it’s likely just a standard RGB webcam.

Settings → Accounts → Sign-in options → Windows Hello Face:

If it says “This option is currently unavailable” or “This device doesn’t have a compatible camera”, that confirms the absence of IR support.

TL;DR:

Your HP 27-cr0006 likely does not have an IR camera, so Windows Hello facial recognition won’t work, even though the webcam functions fine otherwise.

Alternatives you can try:

Use Windows Hello PIN or fingerprint (if your model has a fingerprint reader).

Or plug in an external Windows Hello-compatible IR webcam like the Logitech Brio, Dell Ultrasharp Webcam, or others.

I hope this helps. 

Take care and have a good day. 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping! 

Max3Aj

HP Support 

[boweryboys14]

Thank you. That’s what I thought