Windows Hello stopped working -- believe it happened after a windows update

[Pucci_sez]

Windows Hello has stopped working.   When I boot up, I do not get the flashing lights from the IR camera). I receive a message "Sorry, something went wrong. Please sign in with your PIN.  "

Checking the device manager, I noticed that the Windows Face Software Device has a message "Windows cannot start this hardware device because its configuration information (in the registry) is incomplete or damaged. (Code 19)"

Advice on how to fix this would be much appreciated.

Thanks

[sandytechy20]

@Pucci_sez

Welcome to HP support community.

After upgrading to Windows 10, the new Windows Hello log-in option for facial recognition may not be available as expected. 

To resolve this issue, download and install the following SoftPaq: SP71801 file download 

Reference: https://support.hp.com/in-en/document/c04760554  

I hope that helps.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[Pucci_sez]

Ran the program.  Received an error message that the download failed to detect the HP Real Sense Camera, so the process quit.   Any other suggestions?

note that my device manager says that I have an HP TrueVision FHD RGB-IR camera

Thanks

[asmita6658]

@Pucci_sez

Please try these steps - HP PCs - Troubleshooting Windows Hello Face Recognition

Let me know how that goes 🙂

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day! 

[Pucci_sez]

Under Step 1, deleting the device driver and reinstalling –When I try to reinstall the driver, I get the message: “The setup has detected that version of HP Universal Camera Driver is installed.  Do you want to install the version 3.6.8.8?  (I click “yes”

“The install shield wizard s updating  3 .0.6.008 of HP Universal Camera Driver to version 3.6.8.8”  (Then up pops an error message: “cannot find the device, abort install”

After rebooting the camera (HP TruVision FHD RGB-IR), does appear, but with driver software 3.6.7.8. I am able to update it to 3.6.8.8. using the update driver command.

Moving on to Step 2 – Remove Face Recognition and PIN sign-in settings

On Sign in options (in setup) , for Windows Hello Face, I receive the message:

“This option is currently unavailable – click to learn more” (note that clicking on this is unresponsive)

“We couldn’t find a camera compatible with Widows Hello Face” The “improve recognition” and “remove” buttons are greyed out/unresponsive. 

I did not proceed any further on the onto Step 3 – Clear the Trusted Platform Module, as it appears that the problem lies in the errors with the Windows Hello Face Settings…

Any advice on how to proceed from there?

[sandytechy20]

@Pucci_sez

Create a new user account and check if that works:

1. Select Settings.
2. Tap Accounts.
3. Select Family & other users.
4. Tap "Add someone else to this PC."
5. Select "I don't have this person's sign-in information."
6. Select "Add a user without a Microsoft account."
7. Enter a username, type the account's password twice, enter a clue and select Next.

Also, if it does, transfer the files from the old one to the new, and delete the old profile

If nothing works, backup all personal data and perform a system reset:-Click here

I hope that helps.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[weslbrum]

Yay thank you 

[Pucci_sez]

• I added a new user name.  When I went to step 2 (Remove Face Recognition and PIN sign-in settings, I received the same error messages about Hello Face option not currently available. 

Also (please note), my camera is HP TruVision FHD RGB-IR.  It appears under the category name "cameras" in device manager,not imaging devices. This camera does work, as it was able to take a photo to use for my new user account when I tried your previous instructions.