Windows Hello dosen't work on my device

[HelpMePlease35]

On my laptop, Windows Hello dosen't work. I try to make sure it works, but it dosen't work. I try with an way, like download HP's IR camera drivers. Unfortunately it dosen't work... Help me with detailed information. Thank you!

[The_Fossette]

@HelpMePlease35,

Welcome to the HP Forums!

Thank you for posting your query on this forum, it's a great place to find answers.

I reviewed your post and I understand that windows hello is not working on your computer.

Don’t worry, I assure you I will try my best to get this sorted.

In order that I may provide you with an accurate solution, I will need a few more details.

• When was the last time the computer was working fine?
• Have you made any software or hardware changes on the computer?
• Have you performed any troubleshooting steps before posting?

While I wait for the answers, I recommend you follow the below steps and check if it resolves the issue.

Go to the Microsoft Update Catalog located here: http://www.catalog.update.microsoft.com/home.aspx.

In the search box type "HP Truevision" and perform the search.

You get a list of drivers. Look for the following driver:

SunplusIT - Camera - 10/27/2017 12:00:00 AM - 3.6.8.7

Note that there will be 2 drivers with all the same details. Only the size of the download differs. If I'm not mistaken, one is probably the 32-bit version while the other is 64-bit. You want to download the one that has a size of 862KB.

Once downloaded, put the file in a folder and extract the contents of the CAB file that you just downloaded. Winzip is an example of a program that can do this. Just right-click on the file and pick "Unzip to here" if you have Winzip installed.

Next, open Device Manager (Windows Key + X, then select Device Manager), locate the camera in the list of devices and double-click on it, go to the driver tab, select Update Driver, Browse my computer for drivers, point it to the location where you extracted the downloaded CAB file and click on Next.

Windows Hello should now work!

Let me know how it goes and you have a great day!

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!

[The_Fossette · Accepted solution]

@HelpMePlease35,

It is great to have you back and your patience is greatly appreciated.

Follow the below steps and check if it helps.

1. Download the RGB Camera firmware update tool from hp.com (sp81543.exe).
2. Run the firmware update tool on the PC connected to the monitor.
3. In Desktop mode, right-click on the Windows Menu (lower left corner of Device Manager.screen) and select
4. Expand Imaging Devices.
5. Right-click HP HD Camera (or similar device), and select Remove.
6. Reboot the PC.

Then, Disable Windows Hello and the run the Hello setup again

1. Select Settings > Account > Sign-in Options > Face Recognition then click the Remove button.
2. Select Settings > Account > Sign-in Options > Windows Hello > Face, then click the Setup button.

Let me know how it goes and you have a great day!

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Good day! Take care 🙂

Cheers!