HP Pavilion x360 - 15-br095ms We couldnt find a camera compatible with Windows Hello Face

[georgezuggnc]

After reinstalling Windows 10 I am no longer able to use any of the Window Hello  services.   I get the error telling me We couldnt find a camera compatible with Windows Hello Face & We couldnt find a fingerprint scanner compatible with Windows Hello Fingerprint.   Ive even upgraded to windows 11 still same error.   This was working before I reinstalled windows,   I can verify the camer itself works fine.  All the drivers were installed with Windows10 and then upgraded with Win 11

[georgezuggnc]

I can provide system info if needed but to large to upload due to site limitations

[Deep_World]

Hi @georgezuggnc,
 
Welcome to the HP Support Community!

Thanks for reaching out!

I Understand your concern about Windows hello login issue, don’t worry let me help you with this.
From what you’ve described, the camera itself is functional, but Windows Hello isn’t detecting it as compatible. 

To better understand the issue, could you please provide a few more details?

• Did you reinstall using HP’s recovery image or a generic Windows ISO?
• Have you tried installing HP’s “HP Support Assistant” tool to automatically detect and install missing drivers?

Here are a few steps you can try:

• Update Drivers from HP Support: Even though Windows installed drivers automatically, Windows Hello requires specific drivers. Visit the  https://support.hp.com/  for your Pavilion x360 model and download the latest camera and biometric drivers.
• BIOS Update: Sometimes, a BIOS update restores compatibility with Windows Hello features. Check HP Support for the latest BIOS for your model.
• Windows Features: Make sure the Biometric Devices service is enabled. You can check this by pressing Win + R, typing services.msc, and ensuring Windows Biometric Service is running.

I hope this helps.

[THEGeorgeZuggNC]

thanks for the response.

• Did you reinstall using HP’s recovery image or a generic Windows ISO?Generic ISO install
• Have you tried installing HP’s “HP Support Assistant” tool to automatically detect and install missing drivers?  I did install it   but tlls me no drivers are needed.   I did enable the Biometric service but I think it may be a driver issue just not seeing a driver for the fingerprint reader

[Deep_World]

Hi @georgezuggnc,
 

Thanks for your response and thank you for confirming that the  Windows Hello worked fine before the reinstall. Lets try a few more additional steps to revalidate the issue. 

Here are a few additional things you can try:

• HP Recovery Drivers: Since you used a generic ISO, some of the specialized HP drivers may not have been included. On the HP support page https://support.hp.com/  for your Pavilion x360 (15-br095ms), look specifically for IR camera drivers (sometimes listed under “Biometric” or “Security”). These are different from the standard webcam drivers.
   
• Device Manager Check: Open Device Manager → expand Biometric Devices and Imaging Devices. If you don’t see entries for “IR Camera” or “Fingerprint Sensor,” it means Windows isn’t detecting the hardware correctly. Try “Scan for hardware changes” or manually install the HP-provided drivers.

• Windows Optional Features: Go to Settings → Apps → Optional Features and ensure “Windows Hello Face” and “Windows Hello Fingerprint” are installed. Sometimes these features don’t get added automatically after a clean ISO install.
   
• BIOS Settings: Enter BIOS (usually by pressing Esc or F10 at startup) and check if the fingerprint sensor and IR camera are enabled. A BIOS reset to defaults can sometimes re-enable hidden hardware.
• HP Recovery Image (last resort and ensure all the data is backed up before reimage): If none of the above works, using HP’s recovery image instead of a generic ISO ensures all specific drivers and firmware are restored. 

Since your camera works for normal video but not for Hello, it strongly suggests the IR component driver is missing. Similarly, the fingerprint sensor needs its dedicated HP driver, not just a generic one.

I hope this helps.