IR camera no longer works after HP Support Assistant upload, windows Hello does not function

[Wesson104]

9/13/2017

HP Spectre X360 Convertible 13-ac0XX

After downloading the suggested updates from the HP Support assistant the IR camera no longer works on the laptop. 

The facial recognition icon no longer appears on the sign in page.

When trying to activate Windows Hello for facial recognition I get an error message " Could't turn on the camera.  Make sure it is working properly". 

Uninstalled camera, HP True Vision FHD RGB-IR,  and reloaded drivers, no effect. 

System restore was completed with no effect.

[A4Apollo · Accepted solution]

Hey there! @Wesson104, Thanks for stopping by the HP Support Forums!

I understand you have issues using windows hello feature on your PC.

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

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

Is the webcam listed in the device manager?

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

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.

In Windows, search for and open Device Manager.
Double-click Imaging Devices to expand the list of webcam drivers.
If there is no imaging devices category listed in Device Manager, stop using these steps and see the section Webcam is not listed in Device Manager in this document.
If more than one webcam driver is listed, right-click the driver and select uninstall for any driver that is not the HP Webcam-101 or Microsoft USB Video Device driver. Once the other drivers have been removed, restart your computer and open your software. If problems persist, continue using these steps.
Right-click the name of the webcam in the Images Devices category (HP Webcam-101 or Microsoft USB Video Device), and select Update Driver Software.
Click Browse the computer to select a specific USB Video Device driver.
Double-click Imaging Devices to expand the list of webcam drivers, right-click the webcam driver, and then select Properties.
Make a note of the existing name of the webcam driver (Example: HP Webcam), as it might change after the update.
On the Webcam Properties window, select Update Driver....
Select to Browse the computer for the desired driver.
Click Let me pick from a list of device drivers on my computer.
Remove the selection from Show compatible hardware.
Select Microsoft in the Manufacturer field, and select USB Video Device in the Model field.
Click Next to install the webcam driver.
Allow the installation of the USB Video Device, and then click Close.
After the device has been updated to USB Video Device in Device Manager, restart your computer and open your software.

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

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

Refer this article to further troubleshoot webcam issues with your PC.

Let me know if this helps! 

I hope you have a great day! 🙂

If the solution provided worked for you, please mark accepted solution for this post.

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!

[Wesson104]

Thank you Mr. Robot,

Just FYI the product number of my  Spectre is Z4Z22UA#ABA

I appreciate the quick reply.  As per your suggestions,  I had removed the the Fast Start up tic previously, and updated all drivers.

Success came when I rolled back the driver for the HP True Vision FHD RGB-IR camera.

The updated driver from my HP Support Assistant upload on 9/14/2017 was  3.5.8.12 and updating the driver in Device Manager indicated that I had the most up to date driver.

 I then rolled back my driver to a previous version. The rolled back driver was 10.0.15063.447  I rebotted and still no success, however when I ran the HP Support assistant again the driver updated to 3.6.8.0 and this was successful.

Thanks for your assistance.

[A4Apollo]

Hi! @Wesson104, You're welcome and thanks for your prompt response.

I am happy to hear that 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! 🙂