Cannot use Windows Hello Face

[mmturr]

I recently reinstalled Windows due to some issues, and now I am unable to use the Windows Hello Face authentication method. I tried tweaking lots of security settings in UEFI as well, using 3rd party tools to update drivers, getting all the updates, etc. 

[Hawks_Eye]

Hi @mmturr 

Welcome to the HP Support Community! We're here to help you get back up and running.

Thank you for providing the product details and screenshots. We understand that after reinstalling Windows on your HP Spectre x360 16-aa0000, Windows Hello Face is no longer available even though the HP Wide Vision camera appears in Device Manager.

From the screenshot, Windows is displaying "We couldn't find a camera compatible with Windows Hello Face", which typically indicates that Windows cannot detect the infrared (IR) camera component required for facial recognition, even if the standard webcam is functioning.

Since third-party driver utilities were used previously, let's focus on restoring the HP-supported camera and biometric components.

 

1. Verify the IR Camera Detection in Device Manager

1. Open Device Manager.
2. Expand Cameras.
3. Check if you see multiple camera devices, such as:
   • HP Wide Vision 9MP Camera
   • IR Camera / Infrared Camera
   • Intel Visual Sensing Controller (if applicable)

If only the HP Wide Vision camera appears, Windows may not have the correct HP camera package installed.

 

2. Install HP-Specific Camera Drivers

1. Visit the HP Software and Driver page for the HP Spectre x360 16-aa0000.
2. Select your Windows 11 version.
3. Download and install all available components under:
   • Driver-Camera
   • Driver-Chipset
   • Driver-Keyboard, Mouse and Input Devices
   • Software-Solutions

Restart the notebook after installation.

HP Driver Support: Link

 

3. Install Intel Chipset and Serial IO Components

The IR camera communicates through platform controllers that are installed with chipset packages.

1. Open HP Support Assistant.
2. Check for driver updates.
3. Install all recommended:
   • Intel Chipset drivers
   • Intel Management Engine components
   • Intel Serial IO components

Restart the system after updates complete.

HP Support Assistant: Link

 

4. Verify Biometric Service

1. Press Windows + R.
2. Type services.msc and press Enter.
3. Locate Windows Biometric Service.
4. Confirm the service is:
   • Running
   • Startup Type = Automatic

If it is stopped, start the service and restart Windows.

5. Remove and Reinstall the Biometric Device

Your screenshot shows:

Synaptics UWP WBDI under Biometric Devices.

1. Open Device Manager.
2. Expand Biometric devices.
3. Right-click Synaptics UWP WBDI.
4. Select Uninstall device.
5. Restart the notebook.
6. Windows should reinstall the driver automatically.

 

6. Run HP Hardware Diagnostics

This helps verify whether the infrared camera hardware is being detected at the platform level.

1. Turn off the notebook.
2. Power on and repeatedly tap F2.
3. Open HP PC Hardware Diagnostics UEFI.
4. Run available camera-related tests.

HP Diagnostics Information: HP PC Hardware Diagnostics | HP® Support

 

7. Check Windows Hello Requirements

After completing the steps above:

1. Go to Settings > Accounts > Sign-in options.
2. Select Facial Recognition (Windows Hello).
3. Click Set up.

If the IR camera is detected correctly, the setup option should become available.

 

Note

Based on the image provided, Device Manager currently shows:

• HP Wide Vision 9MP Camera
• Synaptics UWP WBDI

However, there is no visible infrared camera entry. This strongly suggests that the Windows installation is currently missing the HP-specific IR camera driver, or the IR camera device is not being detected by Windows. Installing the HP camera and platform drivers directly from HP is the best next step before making additional firmware changes in UEFI.

Please share a screenshot of the complete Camera section in Device Manager (expanded fully) if the issue persists after installing the HP drivers, and we can review whether the IR camera device is being detected correctly.

Take care, and have an amazing day!

Regards, 

Hawks_Eye