Windows Hello vs HP IR camera

[MobiDick14]

Recently my HP IR camera has been behaving  erratically when logging in to Windows 10, as of today the camera is not recognised anymore bij Windows Hello. Problems started when Windows Update automatically upgraded to 1809 (16 december 2018).

Apart from the HP Wide Vision HD camera, the device manager still shows the HP IR camera, I have reinstalled both the HP IR camera drivers and Windows Hello based on information found on HP supprt pages. To no avail until now.

Any solution known for this problem?

I'd appreciate the help...

Regards

**bleep**.

[A4Apollo]

Hey there! @MobiDick14, Thanks for stopping by the HP Support Forums!

I understand after the windows update windows hello has stopped functioning on the PC.

Don't worry I will try to help you out.

Did you make any software or hardware changes on your PC?

Were there any recent windows update on the PC?

Excellent description and a great diagnosis done. It is greatly appreciated.

By not wasting much of your time. Try the steps recommended below.

Turn off Fast Startup

Type power options in the Search box, and open Power Options
Select Choose what the power buttons do
Click on Change settings that are currently unavailable
Uncheck the checkbox next to Fast Startup

Reinstall Windows Hello drivers

Go to Search, type device manager, and open Device Manager
Find your Windows Hello driver, right-click on it, and select Remove driver software…
Restart your computer
On the next startup, Windows 10 should automatically detect Windows Hello, and install the latest driver for it
Once Windows 10 installs the driver again, try running Windows Hello to see if the issue is resolved
 

Run Windows 10 Troubleshooter

Go to Search, type troubleshooting, and open Troubleshooting
Go to Hardware & sound section of the troubleshooter
Now, click on Hardware & devices
The troubleshooter will start, so wait for the process to finish, and follow further on-screen instructions
If the troubleshooter found a problem with Windows Hello, it will automatically fix it
Restart your computer.

Also, try the steps recommended below.

Step 1. Use the Windows shortcut keys Win + R to launch the Run.

Step 2. Type “gpedit.msc” and then hit the Enter.

Step 3. Expand Computer Configuration and then go to Administrative Templates -> Windows Components –> Biometrics.

Step 4. Double-click it and then open the Allow the use of biometrics setting.

Step 5. Tick the Enabled option.

Step 6. Click the Apply and then OK.

Step 7. Apply the modification one more time to the Allow users to log on using biometrics setting.

Step 8. Restart your computer and let the modification take effect.

Reset Facial Recognition and/or Fingerprint Options
Step 1. Press Windows key + I to open Settings.

Step 2. Under the Accounts menu, select Sign-In.

Step 3. Locate Fingerprint or Facial Recognition options and click Remove under them.

Step 4. Choose Get Started and then follow the on-screen instructions to reset Fingerprint and Facial Recognition.

Step 5. Reboot your computer to check whether this reset helps to troubleshoot unresponsive Windows Hello functionality.

If the issue still persists try updating the drivers using HP support assistant.

Refer this article to know more information about using the HP support assistant.

Let me know if this helps! 

I hope you have a great day! 🙂

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!

[MobiDick14]

Problem solved after latest Windows 10 update, which included a fix (new drivers).

[A4Apollo]

@MobiDick14, thanks for your prompt response and time.

I appreciate your efforts for writing back to us.

I'm happy to know after updating the windows to the latest version your issue got resolved.

If you have any queries in future related to any HP products, you can always reach out to us.

We will try our best to help you out.

Take care,
Have a great day! 🙂

[MobiDick14]

Unfortunately, right after a new Windows update the problem returned. Hope a new fix will be available soon.

😡

[A4Apollo · Accepted solution]

@MobiDick14, thanks for your prompt response again.

As you mentioned the issue re-occurred after the windows update.

Try updating the IR camera driver and check if it helps.

Update the IR camera driver using this link. Click Here

Also, update the BIOS to the latest version.

Update the BIOS using this link. Click Here

Lastly, if nothing works try performing a system reset on the PC.

Refer this article to know more information about performing a system reset. Click Here

Hope this helps!

Take Care! 🙂

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!

[MobiDick14]

Re-installing the IR Camera driver did the trick.

[A4Apollo]

@MobiDick14,

I'm glad to know after reinstalling the IR camera drivers your issue got resolved.

If you have any queries in future related to any HP products, you can always reach out to us.

We will try our best to help you out.

Take care,
Have a great day! 🙂