Windows Hello (face) does not work in my laptop

[rafamat]

My laptop comes with win10x64 home ed. and with hp truevision hd camera webcam integrated, when I try to enable Windows Hello for facial recognition login, OS says "Couldnt find any compatible camera with Windows Hello".

I really weird a modern laptop doesnt have a compatible camera with this function so I guess could be a problema with drivers.

In fact when I check drivers for this device the versión is the Microsoft one, no the HP driver.

Any light over this ? 

thankyou in advance.

[Echo_Lake]

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

Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details:

• Did this happen after a recent window or software update?
• Have you made any hardware/software changes?

Here are steps for fixing Windows Hello: ( by windows ) 
1) Turn off Fast Startup: Go to Settings > System > Power & Sleep > Additional Power Settings > Choose what Power buttons do > Change settings that are unavailable > uncheck Fast Startup.

2) Reset Facial Recognition and/or Fingerprint Options

• Go to Settings > Accounts > Sign In Options
• Locate Fingerprint or Facial Recognition options and click Remove under them.
• After that, click Get Started and follow the on-screen instructions to reset Fingerprint and Facial Recognition.
• Reboot your PC if needed.

Click here: https://support.hp.com/in-en/document/c06243676 to know more about  Set Up Sign-in Options for Windows Hello (Windows 10)

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.

[rafamat]

It is a brand new laptop so it is not working from the beginning.  I think the problem is that the cam isn't compatible with Windows hello system. And if is this, is really surprising and disappointing that HP , 1 doesn't put a compatible cam and 2 hp is not clear when defining tech specs that is NOT compatible

[Echo_Lake]

@rafamat

thank you for posting back. 

The biometric authentication is required to set up Windows Hello features. Windows Hello requires specialized hardware including a Windows Hello capable device, fingerprint reader, IR sensor or other biometric sensors.

After reading your post, I did go through the Product specifications of your product and found that you have HP TrueVision HD Camera with integrated dual array digital microphone drive installed on the PC.

I would request you to contact our Support and our Support Engineers should be able to Remote into your computer and sort this out.
HP Support can be reached by clicking on the following link: www.hp.com/contacthp/

• Note: if computer doest have IR sensor then the Windows Hello facial recognization feature will not be compatible. However, other windows hello feature can be checked. 

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.