Windows Hello not working (infrared lights won't come on at all or just for a second)

[tower66]

Hi,

As stated in the topic line, Windows Hello login is not working anymore. The problem has persisted for about two weeks. The latest BIOS Update and Windows Updates have been installed. Deactivating and reactivating Hello did not help.

I hope you can help.

Thank you

tower66

[Jeet_singh · Accepted solution]

Hi @tower66,

Thanks for engaging in HP support Forums! This is a wonderful location to converse with the community, get assistance and find tips!  I came across your post and wanted to assist you. I understand you are having issues with the Windows hello not working on your HP notebook. Don't worry as I have a few suggestions which should help you resolve this issue.

At the outset, you’ve diagnosed the issue perfectly before posting the query on HP forums. Excellent job on that score. Kudos to you for that.

It is always a privilege to work with technically savvy customers. I take it as a privilege to share this platform with you. We value your relationship with HP and wish to serve you better.

To provide you with an accurate solution, I'll need a few more details:

Could you provide me with the exact model of the PC? Use this link to find it:  https://support.hp.com/us-en/document/ish_2039298-1862169-16  (Ensure you do not share any of your personal information such as serial, phone number, email ID, etc...).

Did you make any software or hardware changes on your PC?

Did it happen after a recent software?

Have you checked if the camera works with alternate applications? Such as skype or youcam

In the meantime, let's try these steps here: 

Perform a Hard reset on the notebook: A power reset (or hard restart) clears all information from the computer's memory without erasing any personal data. Performing a power reset might fix conditions such as Windows not responding, a blank display, software freezing, keyboard stops responding, or other external devices locking up.

Download and install HP support assistant on your PC. It should automatically download and install the latest updates and drivers for your PC.

Refer this link to know how to use HP support assistant.

You can try updating the HP IR Camera Driver to Version: 10.0.10586.11211.

Link to update HP IR Camera Driver.

If you have followed the steps suggested and still having the issue. I would suggest the next step would be to perform a push button reset on the notebook: Windows 10 has a push-button reset feature that repairs your computer by reinstalling the operating system. This can be done either while preserving your personal data and customization, or removing all your personal data.

Note: please remember to back up your data before initiating reset.

Please let me know if this resolves the issue, or if you require further assistance!

Eagerly waiting for your response!

I hope you have a good day ahead,

And Feel free to ask your queries as this forum has some of the best people in the world available and ready to help.

Regards,

[tower66]

Thank you, the HP IR camera driver solved the issue.

[Jeet_singh]

Hi @tower66,

Thank you for the update,
I appreciate your time and efforts, 

I'm glad I could contribute towards resolving the issue and finding the solution you were looking for.
Thanks for taking the time to let the community know about the solution.

You've been great to work with and it has been a genuine pleasure interacting with you.
I hope both you and your product works great and remain healthy for a long time 😉 

To simply say thanks for my efforts to assist you, please click the "Thumbs Up" button to give me a Kudos.
And mark my post as Accepted Solution to help others find a similar solution as you have.

Take care now and do have a fabulous week ahead. 🙂
Regards,

[Niki_V]

Hi,

Firstly, thank you for posting this problem and especially to @Jeet_singh for the detailed instructions and kindly worded responses.

This thread should be used as an example of what excellent customer service looks like.

I have also been experiencing this problem on my Spectre x360-15" recently. Re-installing the driver seemed to solve the problem initially, however the problem occurred again a few days later.

I was hoping to get an update on this situation - I.e. whether there is a new solution to this problem, or if you could recommend any other ways to rectify this issue.

Once again I really do appreciate the effort and thank you for your assistance.

Kind regards and may you have a great 2018.

[HarryB85]

Same issue on my Spectre x360 laptop. I did a reset, driver update, still IR lights wont turn on. Issue i have is for facial recognition to work lighting in the room needs to be perfect. Otherwise windows hello wont recognize the face. Any help would be appreciated. I need to figure out a way to turn on IR camera red lights.