Lost Windows Hello Facial Recognition but it used to work

[igonzal01]

Guys, Only had this notebook 2 weeks. It originally had Windows Hello, then lost it and wouldn't recornize the HP USB-C Dock's Monitor [dock product YOK80AA].  Nor any other external monitor. 

After I installed the drivers from the dock itself, it the external monitor via dock worked and Windows Hello worked!

Since then Norton Securities help desk worked with me to wipe out a recalcitrant Norton install (the hardest bit was Registry deletions). It took 3 separate and increasingly escallated phone and remote access sessions.

Last night they succeeeded and I got my Norton Security successfuly installed.

But I lost the dock video support and Windows Hello again.

So I I also ran the McAfee uninstall tool and fluffed around with drivers. Uninstalled and reinstalled the Dock. It now works but this time Windows Hello stayed away.

I suspect that Windows Home also hides a lot of options for fixing things... 

I'd try and go back to an earlier Windows state (somehow) but worry if that would also wipe out my successes with Norton, etc? 

[Echo_Lake]

@igonzal01

Thank you for posting on the HP Support Community.

I appreciate your efforts to try and resolve the issue. As you've performed relevant troubleshooting steps and the issue persists its sounds like software related issue. 

I have a few troubleshooting steps we could try to fix the issue:  

Perform Windows Update and HP Support Assistant:

To check for updates now, select the Start button, and then go to Settings  > Update & security  > Windows Update, and select Check for updates.

Install updates from the HP Support Assistant: Go to Download HP Support Assistant to install the tool.

1. To open the HP Support Assistant, double-click the HP Support Assistant icon .
2. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.
3. Click Check for updates and messages to scan for new updates.
4. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.
5. Click the update name for a description, version number, and file size.
6. Select the box next to any updates you want to install, and then click Download and install.

Hope this helps! Keep me posted for further assistance.
If I have helped you resolve the issue, feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon below, Followed by clicking on "Accept as solution" from the drop-down menu on the upper right corner, Thank you for posting in the HP Support Community.  Have a great day!

[igonzal01]

Hi Echo_Lake, 

Did all that and Windows Hello Facial Recognition did not return.

Problem remains.

[igonzal01]

I have since reinstalled the HP IR Camera and Wide Vision HD Camera drivers but that didn't work. When I startup the ir lights dont blink and Windows thinks I dont have the cameras. Is there a switch that needs to be turned on? 

[Echo_Lake]

@igonzal01

Next, Let's perform a system restore: System Restore returns your computer to the files and settings from the restore point. Your personal files and documents are not affected. Click here to perform a system restore.

Hope this helps! Keep me posted for further assistance.

[igonzal01]

I am wanting to avoid this step as it will lose all software installs since. Especially Norton Security which is very hard to re-install

[Echo_Lake]

@igonzal01

As per your concern about data and software. 

I would request you to contact our Support and our Support Engineers should be able to Remote into your computer and sort this out

HP Support can be reached by clicking on the following link:

• Click on this link – www.hp.com/contacthp/
• Select the product type.
• Enter the serial number of your device or select let HP detect your product option.
• Select the country from the drop-down.
• You should see the HP support number or Chat option listed

Please feel free to contact us here anytime you need any further assistance. Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.