HP Spectre x360 16t IR camera for Windows Hello has stopped working

[mike_d177]

When I upgraded Windows 11 to 25H2 my IR camera functionality disappeared.  The Windows Hello sign-on using the camera would no longer work.  This product definitely has an IR camera capability because it has worked for me.  In trying to fix it, I have managed to mess up the regular camera function for the built-in HP Wide Vision 9MP camera as well.  I have been unable to find a complete set of camera drivers from the official HP support site for this product.

Has anyone else seen this problem and know of a solution.

[Deep_World]

Hi  @mike_d177 
 
Welcome to the HP Support Community!

Thanks for reaching out!

I understand that your Windows Hello IR camera feature was working previously on your HP Spectre x360 and that the issue started after upgrading to Windows 11 25H2. I can certainly see how important it is to have both the IR camera and the built-in camera working properly, and I'll do my best to help.

To assist you further, could you kindly confirm the following details:

• When you open Device Manager, do you see any devices listed under Cameras, Imaging Devices, or Biometric Devices with a yellow warning icon?
• Does the IR camera appear under Device Manager > Cameras, or is it completely missing?
• Have you received any error messages when attempting to set up Windows Hello Face Recognition?

In the meantime, kindly try the following troubleshooting steps:

1. Check Windows Hello Settings

• Go to Settings > Accounts > Sign-in options.
• Under Facial Recognition (Windows Hello), check whether the option is available.
• If it is available, remove the existing facial recognition profile and set it up again.

2. Check Device Manager

• Press Windows + X and open Device Manager.
• Expand Cameras and Biometric Devices.
• Right-click any camera devices and select Uninstall device.
• Restart the notebook and allow Windows to reinstall the drivers automatically.

3. Run HP Support Assistant

• Open HP Support Assistant.
• Check for: 
  • Driver updates
  • BIOS updates
  • Firmware updates
• Install all recommended updates and restart the system.

4. Perform a Windows Update Scan

• Navigate to Settings > Windows Update.
• Select Check for updates.
• Also review Advanced options > Optional updates and install any camera-related drivers that may be available.

5. Run the Camera Troubleshooter

• Go to Settings > System > Troubleshoot > Other troubleshooters.
• Run the Camera troubleshooter and follow the on-screen recommendations.

6. Check Camera Privacy Settings

• Navigate to Settings > Privacy & Security > Camera.
• Ensure:  
  • Camera access is enabled.
  • Let apps access your camera is enabled.
  • Desktop app camera access is enabled.

HP Support Documents - HP PCs - Troubleshoot the webcam - Click here 

I hope this helps. 

 

[mike_d177]

Thanks @Deep_World for your response.  I went through your list and have had some success in resolving my issues.

• The IR portion of the camera is now working, which allows me to use the Windows Hello sign on.  This was the most important function of the camera that I needed.  It was getting annoying to have to type in my PIN each time the screen locked.
• The visual portion of the camera is not working.  I am not seeing an image.  I am sure that the camera block key is not the problem, because I can see its action when in the Camera app.  

Since I have another HD camera connected via USB, I can function in Zoom calls.

Not worth any more effort, since the Laptop is getting older and I have work arounds.

[Deep_World · Accepted solution]

Hi @mike_d177,

Thank you for the update, and I'm glad to hear that the IR camera is working again and that Windows Hello sign-in has been restored. I understand how inconvenient it can be to repeatedly enter a PIN, so it's great that the most important functionality has been resolved.

Regarding the visible camera image not working, I appreciate you sharing that you've already verified the camera privacy/block key is functioning correctly and that the issue is limited to the video portion of the integrated camera. Since you have a workaround with your external USB HD camera and do not wish to further time troubleshooting this laptop, that is completely understandable.  I would recommend contacting an authorized HP Service Center for a hardware inspection, as the remaining problem may require deeper diagnostics of the integrated camera module, display assembly components, or related hardware connections.

Our certified technicians can provide a thorough diagnosis and offer the best solutions to address the issue.​

You can locate the nearest HP service center using our Service Center Locator:​

🔗 HP Service Center Locator

If you need further assistance or have any questions, please don't hesitate to contact us.​

Regards,

Deep_World
 

[Mikash]

my windows hello is saying this option is currently not available