Cannot use face reconization or finger on hp envy x360

[mario_damarla08]

i am using an hp evvy x360 laptop with windows 11

window hello face recognition and fingerprint are not working.

pls help me to fix this issue and let me know if any driver, BIOS, or windows update is required

[VikramTheGreat]

Hi @mario_damarla08,

Welcome to the HP Support Community.
 

Thank you for posting your query. I will be glad to help you.

Let’s get both Windows Hello Face and Fingerprint working smoothly on your HP Envy x360 with Windows 11. Here’s a clear guide to help you troubleshoot and restore biometric login:

Windows Hello Face Not Working

1. Confirm Your PC Has an IR Camera

Not all Envy x360 models include an IR camera; without it, face recognition won’t be available in Settings.
 

2. Reinstall the IR Camera Driver

1. Open Device Manager → Imaging devices.
2. Right-click the entry for the IR camera → Uninstall device and check Delete the driver software.
3. Reboot your PC.
4. Download and install the IR camera driver for your exact model from HP Support.
    

3. Remove and Reconfigure Windows Hello Face

1. Settings → Accounts → Sign-in options.
2. Under Face Recognition, click Remove.
3. Also, remove your PIN (if necessary), then restart.
4. After restarting, go back to Sign-in options and click Set up for Face Recognition.
    

4. Clear TPM (with Caution)

1. Backup files and suspend features like BitLocker, if used.
2. Press Win + R, type tpm.msc, and press Enter.
3. In the TPM window, choose Clear TPM (this resets biometric trust keys).

Windows Hello Fingerprint Troubleshooting

1. Remove & Re-add Fingerprints

1. Go to Settings → Accounts → Sign-in options.
2. Under Fingerprint recognition, click Remove.
3. Reboot, then click Set up to re-register your fingerprint.
    

2. Reinstall Fingerprint Driver

1. In Device Manager → Biometric devices, locate your fingerprint reader.
2. Right-click → Uninstall device and check Delete the driver software.
3. Reboot.
4. In Windows Update or HP Support, download and install the latest fingerprint driver for your model (often Synaptics or Goodix).

I hope this helps.

Take care and have an amazing day!
 

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Regards,

VikramTheGreat