Windows hello face recognition not working on HP Truevision camera of HP Laptop 15-dw2xxx

[aalon]

Hi,

Trying to set up the Windows Hello camera sign in - windows says that the camera is not supported.

is that true, for such a new laptop?

if no, how can I overcome this issue and define the camera to work well.

the HP support assistant program says that all my drivers are up to date.

Thanks.

[Echo_Lake]

@aalon

Thank you for posting on HP Support Community.

Don't worry as I'll be glad to help, I have a few troubleshooting steps we could try to fix the issue:  

Windows Hello options vary by computer. To use fingerprint, face, or iris authentication, the computer must support a fingerprint reader or infrared (IR) webcam.

Set up facial recognition to sign in to your computer.

note:This feature is only available for HP computers with an infrared (IR) camera. If you do not see the Face Recognition option in Windows Hello, your computer does not have an IR camera.

1. In Windows, search for and open Sign-in options.

2. On the Accounts window, select Windows Hello Face, and then click Set up.

   

3. On the Windows Hello welcome screen, click Get started. If a window displays prompting you to verify your identity, type the requested credentials.

4. Look directly at the camera.

   note:Make sure no one else is in front of the camera. Facial recognition fails if more than one face is detected.

5. If you wore glasses while setting up Windows Hello face recognition, select Improve recognition to go through the setup again without them. This helps the software recognize you with or without your glasses.

   

6. Click Close to complete the process.

Facial recognition is set up, and you can sign in by looking directly at your computer screen.
 

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.

[aalon]

@echo_lake,

Hi,

Thanks for your detailed reply.

I guess that my question is if the HP Laptop Model 15-DW2026NJ 171Z5EA has compatible IR camera to support the Windows Hello feature...

I thought that since this is a new laptop it must be updated with these features, but maybe I was wrong about this.

If it does not have the needed camera then everything is clear...

Thanks,

Amit.

[Echo_Lake]

@aalon

Thank you for posting back. 

To get the answer to this question, without IR camera you cannot use Windows hello features.
Please feel free to contact us here anytime you need any further assistance.

[aalon]

Hi,

I think that my question was not clear enough:

I asked if HP Laptop Model 15-DW2026NJ 171Z5EA has IR camera or not?

according to the spec published in the website it says that the camera is of type HP TrueVision HD Camera with integrated dual array digital microphone, but the IR is not mentioned. I guess that it means that the camera is not IR. Can you confirm that for me please?

Thanks.

[Echo_Lake]

@aalon

Thank you for posting back. 

To get the answer to this question, your computer does not support IR camera.