Windows Hello does not recognise camera

[FreddieMcMahon]

Just got new desk top today. Windows Hello does not recognise the camera. 

Camera and video both working. 

[Dragon-Fur]

@FreddieMcMahon 

There are more than a dozen systems in this category.

HP Desktops & All-in-One PCs (14)

•  
• HP EliteOne 800 G3 23.8-inch Touch All-in-One PC
• HP EliteOne 800 G4 23.8-inch Non-Touch GPU All-in-One PC
• HP EliteOne 800 G5 23.8-in Healthcare Edition All-in-One
• HP EliteOne 800 G1 21.5 Non-Touch All-in-One PC
• HP EliteOne 800 G4 23.8-inch Non-Touch All-in-One PC
• HP EliteOne 800 G4 23.8-inch Touch GPU All-in-One PC
• HP EliteOne 800 G5 23.8-inch All-in-One
• HP EliteOne 800 G2 23-inch Non-Touch All-in-One PC
• HP EliteOne 800 G2 23-inch Touch All-in-One PC
• HP EliteOne 800 G4 23.8-in Healthcare Edition All-in-One Business PC
• HP EliteOne 800 G1 All-in-One PC
• HP EliteOne 800 G3 23.8 Non-Touch Healthcare Edition All-in-One Business PC
• HP EliteOne 800 G3 23.8-inch Non-Touch All-in-One PC
• HP EliteOne 800 G4 23.8-inch Touch All-in-One PC

First consideration:

Your camera must be of the right physical type to use Facial Recognition

Windows Facial Recognition

What to do?

Known Solutions:

HP PCs - Troubleshooting Windows Hello Face Recognition

First...

Determine your computer model / Product Name

Finding your Product Name, Product Number, or Serial Number

OR

Open Support Home

Enter the name of your device

Next...

Hello Face requires that your particular computer include the correct type of camera to support the "Face" feature.

Find out what kind of camera you have:

Control Panel > icon view > Device Manager 

Open Cameras

Windows Face logon requires the high-grade IR camera

Another quick way to check whether the computer thinks it can do this:

Settings > Accounts > Sign-in Options

If Windows Hello is not available, you will see a message:

Windows Hello Face

This options is currently unavailable - click to learn more

If the camera is the correct type, 

Try / Consider additional help / suggestions...

Next

Preparation

Recommended / General Information

Create a Backup of your Data

  Create a backup of all your most critical / sensitive files to other than on the computer.  For example, copy your most important folders and files to your Cloud backup. to a USB stick, "Somewhere" you can access the files should the computer become unavailable.

  Create a Restore point before you make changes to your computer's software and setups.

(How to) Create Restore Point

Stop all programs:  Browsers, games, Applications, etc.

Control Panel > icon view > System > System Protection > 

Click (Highlight) your main disk (C) > Select Create a Restore Point

OR

(As available)

Create a restore point now for the drives that have system protection turned on

Create

Windows PIN 

Reminder:  Windows Hello and Fingerprint logon require that you have your Windows PIN set and ready to use.

You may already have a Windows PIN login set up and ready to go.  Should there be a problem with the PIN, in most cases, you will receive a notice from Windows that there is an issue - you can then reset the PIN as needed.

Reference

Microsoft - Fix problems with your PIN

Next

What Else?

Windows Hello / Facial Recognition option is a Windows feature

For Example,

Microsoft - Learn about Windows Hello and set it up

This example article is a bit crowded with ads and the like - Like other articles from this website, the actual subject content is well written, easy to read (not horribly Long), and easy to understand.

How to set up facial recognition to sign into Windows 10

Reference and Resources – Places to find help, solve problems, and learn about your Device

Clarification of terms and "what the device can do" (Specifications)

Device Homepage

NOTE:  Content depends on device type and Operating System

Categories:  HP Drivers / Software and BIOS, How-to Videos, Bulletins/Notices, How-to Documents, Troubleshooting, User Guides, Service and Maintenance Guide (Replacement Parts and Procedures), Product Information (Specifications), more

When the website support page opens, Select (as available) a Category > Topic > Subtopic

Open Support Home

Enter the name of your device

Thank you for participating in the HP Community Forum.

We are a world community of HP enthusiasts dedicated to supporting HP technology.

[FreddieMcMahon]

Hi.

The PC I have is HP EliteOne 800 G5 23.8-inch All-in-One

[FreddieMcMahon]

The camera is HP 2.0 MP High Definition Webcam

[Dragon-Fur]

@FreddieMcMahon 

OK.

The camera must be the IR high-grade camera described earlier and in the documentation from Microsoft.

No IR camera = no facial recognition option

Thank you for participating in the HP Community Forum.

We are a world community of HP enthusiasts dedicated to supporting HP technology.