IR Camera & Windows Hello

[Phoenix3]

Hello,

I recently bought a HP ENVY x360 - 13-ag0003ng notebook.

At the beginning, I could use the HP IR Camera for the Windows Hello facial recognition biometric authentication.

But after updating windows to version 1803, there is no IR Camera listed in the windows device manager and Windows Hello says "it is not available on this device".

Since the update to windows 1803, I have two camera-devices in my windows device manager:
- HP Wide Vision HD Camera
- USB boot

Both are recognized as "USB Video device" in the device manager and run with Microsoft standard drivers (driver provider Microsoft / driver date 21.06.2006 / driver version 10.017134.1).

Installing a Realtek IR Camera driver (tested 10.0.16299.20019 Rev.A / 10.0.16299.20038 Rev.D) from this page
https://support.hp.com/us-en/drivers/selfservice/hp-envy-13-ag0000-x360-convertible-pc/20270313
changes nothing. There are still only "HP Wide Vision HD Camera" and "USB Boot" in my device manager and Windows Hello still says, "it is not available on this device".

Is my IR camera defect or do I need another driver?
Interestingly, my 2 cameras have the following Hardware IDs

HP Wide Vision HD Camera: USB / VID_04CA & PID_708E & REV_0007 & MI_00
USB BOOT: USB / VID_0BDA & PID_5846 & MI_00 & REV_0101

and the Realtek IR Camera driver files (RtChHP.inf) do not contain these hardware IDs ...

By the way, the normal webcam seems to work (at least a picture is shown)

[A4Apollo · Accepted solution]

Hey there! @Phoenix3, Thanks for stopping by the HP Support Forums!

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

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

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

Please share the product number of your PC to assist you better.

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.

Please mark my post as accepted solution if you feel I have answered your query.

Let me know if this helps! 

I hope you have a great day! 🙂

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