IR Camera will not work with Windows Hello after Win10 Re-Install

[leeinegv]

I read a couple of other suggested entries in the support section, they did not work.

I re-installed Win10 from a updated download to USB.  Once installed I went to HP and installed the Support Assistant and went for drivers.

The IR Camera driver tries to install but fails.

When I go to device manager it is listed as installed.

Windows Hello says there is no compatible camera.  Before I did a clean install I was using Hello with no issues, IR lights came on, etc...

I dumped the drivers for the camera, went to support assistant and tried to force a install.  The driver install runs and then comes back with no compatible device found.  This is making me believe the driver is wrong or something is missing.

In other post there was a mention of turning off fast boot, done.  Then there was a mention of going to device manager, removing the Hello drivers.  I do not have anything listed in the system devices section for IR, Hello or Camera.

So I thought something is wrong.  Downloaded a fresh copy of Win10 from Microsoft, re-installed, loaded support assistant, same results.

After a re-boot Win10 re-installs a driver for the HP Truevision FHD RGB-IR camera but Windows Hello says it is not compatible.

It use to be compatible, 

Any ideas?

[Echo_Lake · Accepted solution]

@leeinegv
Thank you for posting on the HP Support Community.

I appreciate your efforts to try and resolve the issue.

• Let's try the driver rollback options from this link (Imaging device)

Next: Clear the Trusted Platform Module (TPM)

1. Disable or suspend all apps that use the TPM, for example, BitLocker.

2. Restart the computer and press Esc repeatedly, about once every second, until the Startup Menu opens.

3. When the Startup Menu displays, press F10 to open BIOS Setup.

4. Use the right arrow key to choose Security.

5. In the Security or System Security settings, disable the following security features, if they are listed.

   NOTE: BIOS configurations vary. Refer to the documentation that came with your PC for specific steps to navigate the BIOS and disable the settings.

   • Intel Software Guard Extensions (SGX)

   • Intel Trusted Execution Technology (TXT)

6. Save your changes and exit the BIOS.

7. Sign in to an administrator account.

8. Using the search box on the taskbar, search for and open Run.

9. In the Open field, type tpm.msc, and then click OK.

   If a User Account Control window displays, click Yes.

   The TPM management window opens.

10. In the Actions section, click Clear TPM.

11. Click Restart.

    NOTE: You must be physically present to respond to prompts during the TPM clearing process.

12. low the on-screen instructions to clear the TPM.

    • If you disabled security features such as Intel Trusted Execution Technology (TXT) or Intel Software Guard Extensions (SGX) in the BIOS before clearing the TPM, re-enable them.

      NOTE: If the feature was set to Software Controlled, set it to Software Controlled again.

      Hope this helps! Keep me posted for further assistance.
      Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.