HP Spectre x2 - 12-c001na 2017 Facial Recognition Sign in Issues

[Runney]

Ever since I bought the HP Spectre x2 12-c001na, I have had issues with signing in with my face. I am running windows 10 version 1703. 

Description of problem:

When I try to set up windows hello face sign in, my face isn't instantly recognised. This is despite the camera light turning on (signifying that the camera is on) and the IR also turning on. Infact I have to play around with the angle of my face just to get the computer to recognise my face and add it as my face sign in. I have a similar issue when trying to use "Improve Recognition" in the windows hello face sign in. Often times it will display the message "Make sure your face is centered in the frame". Then once this is achieved it will say "Keep looking directly at the camera". However at this stage it doesn't tend to recognise my face. With enough fiddling and changing the camera's view of my face, a grey box (singifying face is recognised) might appear. And with further fiddling this box can fill up with a blue colour (implying that it is recognising my face). The issue is that this rarely happens (i.e. it rarely actually recognises my face). No matter how long I stare at the camera I have very little luck. Often times the camera's video actually lags and jitters as well. As a result, my face doesn't always unlock my device from the lock screen. Infact I often get the messages: "Looking for you" > "Making sure it's you" > "Make sure you're centered and looking directly at the camera". At this last stage (i.e. the "make sure you're centered stage...") the recognition seems to almost always fail. Occasioanally face sign in does work first time but most of the times it does not work unless I fiddle with angle of camera, but even at that it doesn't always work so I resort to typing in my password.

Things I have tried:

• I have tried updating my version of windows 10 and so I am running Windows 10 Version 1703 build 15063.540. I am not on windows insider programme.
• I have used the HP Support Assistant to ensure that my computer's software and drivers are up to date.
• I have tried removing my current facial sign in and setting up a brand new one. This did not fix the issue.

I have not tried a factory reset however I did not feel this necessary as I have only owned the laptop for about a month (I bought it brand new directly from hp). Also the computer is close to stock (the usual bloatware that came with it are still installed) however I have installed some software namely: Google Chrome and Microsoft Office. So as a result I do not feel that any software I have installed may be to blame.

My Question:

Does anyone know of any way I can fix this or for that matter, has anyone else experienced similar issues? If not then maybe my device is defective.

Edit:

I have also noticed that the during "Improve Recognition" the IR will sometimes turn off completely whilst the camera (and camera light) stays on.

[Jeet_singh]

Hi @Runney,

Thank you for visiting the HP Forums! A great place where you can find solutions for your issues with help from the community! I came across your post and wanted to assist you. I understand you are having issues with facial recoginition issues on your HP notebook.

Don't worry I will try to help you out.

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

Please update RealSense Depth Camera Management, BIOS and Chipset drivers on your PC from our HP support website, using this link.

Also I would suggest here is to update the drivers using Windows update, click here

Let me know how that pans out,

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with you and I hope you have a good day ahead.

If you wish to show appreciation for my efforts, mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,

[Runney]

Hi, thanks a lot for replying!

Unfortunately I cannot find the RealSense Depth Camera Management Driver. Here is a list of the drivers that the hp page brings up when I search for my computer: (Sorry for being lazy here, I simply copied and pasted the whole list).

Expand allCollapse all

  Version File size Release date  

Driver-Audio (1)

Realtek High-Definition (HD) Audio Driver

6.0.1.8142 Rev.A 206.0 MB Jun 9, 2017 DownloadHP's Terms of Use DetailsAssociated filesPrevious versions

Driver-Chipset (7)

HP Universal Camera Driver

30.14393.9793.4173 Rev.A 83.1 MB Apr 28, 2017 DownloadHP's Terms of Use DetailsAssociated files

Intel Chipset Installation Utility and Driver

10.1.1.38 Rev.A 2.9 MB Apr 28, 2017 DownloadHP's Terms of Use DetailsAssociated files

Intel Dynamic Platform and Thermal Framework Client Driver

8.2.11003.3588 Rev.A 14.9 MB Apr 17, 2017 DownloadHP's Terms of Use DetailsAssociated files

Intel Integrated Sensor Solution Driver

3.1.0.3363 Rev.A 17.7 MB Apr 28, 2017 DownloadHP's Terms of Use DetailsAssociated files

Intel Management Engine Interface (MEI) Driver

11.7.0.1002 Rev.A 76.5 MB Apr 17, 2017 DownloadHP's Terms of Use DetailsAssociated files

Intel Serial IO Driver

30.100.1633.3 Rev.A 2.9 MB Apr 28, 2017 DownloadHP's Terms of Use DetailsAssociated files

Intel Virtual Buttons Driver

1.1.1.22 Rev.A 1.5 MB Apr 28, 2017 DownloadHP's Terms of Use DetailsAssociated files

Driver-Graphics (1)

Intel High-Definition (HD) Graphics Driver

22.20.16.4708 Rev.A 296.4 MB Jul 17, 2017 DownloadHP's Terms of Use DetailsAssociated filesPrevious versions

Driver-Keyboard, Mouse and Input Devices (2)

ELAN Touchpad Driver

12.8.12.24 Rev.A 47.8 MB Jun 9, 2017 DownloadHP's Terms of Use DetailsAssociated filesPrevious versions

Intel Precise Touch Driver

1.2.0.91 Rev.A 2.4 MB Jun 9, 2017 DownloadHP's Terms of Use DetailsAssociated filesPrevious versions

Driver-Network (2)

Intel Bluetooth Driver (Windows 10)

19.50.0.5 Rev.A 23.5 MB Apr 26, 2017 DownloadHP's Terms of Use DetailsAssociated files

Intel Wireless LAN Drivers

19.50.1.5 Rev.P 116.1 MB Apr 20, 2017 DownloadHP's Terms of Use DetailsAssociated files

Driver-Storage (1)

Realtek Card Reader Driver

10.0.14393.21296 Rev.A 17.8 MB Apr 28, 2017 DownloadHP's Terms of Use DetailsAssociated files

BIOS (1)

HP Notebook System BIOS Update (Intel Processors)

F.04 Rev.A 10.2 MB Jun 23, 2017 DownloadHP's Terms of Use DetailsAssociated filesPrevious versions

Diagnostic (1)

HP PC Hardware Diagnostics UEFI

6.2.2.0 Rev.A 22.5 MB Oct 31, 2016 DownloadHP's Terms of Use DetailsAssociated files

Software-Solutions (4)

HP Orbit

3.5.171.271 Rev.A 10.8 MB Jul 10, 2017 DownloadHP's Terms of Use DetailsAssociated files

HP Pen Control

2.0.0.21 Rev.A 33.4 MB Jun 12, 2017 DownloadHP's Terms of Use DetailsAssociated files

HP Recovery Manager Update

18.10 Rev.A 1.3 MB Jul 17, 2017 DownloadHP's Terms of Use DetailsAssociated files

HP Support Assistant

8.4.14.41 Rev.A 32.3 MB Apr 7, 2017 DownloadHP's Terms of Use DetailsAssociated files

Utility-Tools (1)

HP Connection Optimizer

1.0.0.31 Rev.A 4.6 MB May 17, 2017 DownloadHP's Terms of Use

Edit:

I just dug around a little my device manager setting and came across the following driver under the "System devices" drop down: "Microsoft IR Camera Front". Naturally I assume this is for the IR camera that faciliates for windows hello (but please correct me if i'm wrong). I have attempted updated via device manager but it simply tells me it is the latest version. 

[Jeet_singh · Accepted solution]

Hi @Runney,

Thank you for replying,

I appreciate your time and efforts,

As I understand you are finding difficulty installing the drivers. Don't worry I'll be more than happy to help you.

I would suggest you try to update the HP Universal Camera Driver, Chipset drivers as well as Bios update on your PC, from our HP Support website.

Please get back to us with the results of the troubleshooting steps for 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,

[Runney]

Hey! Thanks that seems to have done the trick. The face recognition doesn't work 100% but not it works more like 90% of the time which is to be expected as technology can be a little temperamental. Anyway thanks a lot!

[Jeet_singh]

Hi @Runney,

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 😉 

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

Regards,