Windows Hello Facial Recognition Broken

[JM1967]

My laptop installed the Windows 10 Fall Creators Update on the day Microsoft released it (October 17th). After the system finished installing it I constantly got a blue screen of death. I performed a recovery (which installed the Creators Update build 1709). I then installed my Antivirus application - Trend Micro - and got the blue screen again. It turned out that this was the cause of the blue screen as my partners Dell laptop had the exact same symptoms. Trend Micro released an update a couple of days later that fixed the problem.

Since then however, I am unable to use Windows Hello Facial logon, I can only enter the PIN. I have all of the latest updates installed using the HP Support Assistant and have tried installing SP82106.exe again (IR camera drivers for build 1703) which doesnt work. I get a message when I try to setup Windows Hello Face sign in "Sorry, something went wrong. Couldn't turn on the camera. Make sure it's working properly.

In the Windows Event Viewer Application Log, I get the following "Package Microsoft.BioEnrollment_10.0.16299.15_neutral__cw5n1h2txyewy+App was terminated because it took too long to suspend". The event ID is 2484. If I follow the link to the Microsoft Event online help I get "Page not found" - thanks for the useless help Microsoft!

Is a new driver for the IR camera being released by HP to fix this or is the problem waiting to be fixed by Microsoft? Whoever needs to fix it please do it quickly!

[The_Fossette]

Hi @JM1967,

Welcome to the HP Forums!

Thank you for posting your query on this forum, it's a great place to find answers.

I reviewed your post and I understand that Windows hello is not working after the recent windows update.

Don’t worry, I assure you I will try my best to get this sorted.

I recommend you remove the pin from your computer and reconfigure it and then the Windows hello will work without any issues.

Here is how it is done.

Step 1: Open PC settings.

Step 2: Click Users and accounts.

Step 3: Open Sign-in options and tap the Change button under Password.

Step 4: Enter the current password and click Next.

Step 5: Directly tap Next to continue.

Step 6: Choose Finish.

Let me know how it goes and you have a great day!

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care.

Cheers!

[JM1967]

Hello

Thanks for you reply. The day after I posetd on here I went back in to the Windows Device Manager and checked for updates for the camera, There was an update which included drivers for the Infrared Camera used for Windows Hello. I was then able to use facial logon.

[The_Fossette · Accepted solution]

Hi @JM1967,

Perfect, I am really glad to hear that!

If any other questions arise, please feel free to write back to me.

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care.

Cheers!