Windows Hello facial recognition not working anymore

[CyberT]

Hi,

I have a Spectre x360 2in1 laptop (2024 model).

After enabling Enhanced Sign-In Security in BIOS Windows Hello Facial recognition is no longer available. I just get the message "We couldn't find a camera compatible with Windows Hello Face". Before that it was working but i couldn't turn on enhanced security in windows settings.

I have tried every option i found but nothing works (registry, uninstalling drivers, windows update, even a TPM reset.). I have made a factory reset to a fresh windows install and it is still not working. I don't know if there is any other option to try.

[Garp_senchau]

@CyberT, Welcome to HP Support Community,

Thank you for posting your query; I’m here to help by guiding you through steps to resolve this issue

Reinstall Camera Drivers

Corrupted or outdated drivers can cause detection issues. To reinstall:

Open Device Manager.

Expand Imaging Devices, right-click your IR camera, and select Uninstall device.

Check Delete the driver software for this device and confirm.

Restart your laptop. Windows should attempt to reinstall the driver upon reboot.

Alternatively, download the latest IR camera drivers from HP Support specific to your model.

Install Windows Hello Face Feature

Sometimes, the necessary Windows Hello Face feature might not be installed:

Go to Settings > Apps > Optional Features.

Click Add a feature, search for Windows Hello Face, and click Install.

Restart your laptop after installation.

Reset Windows Biometric Service

Resetting the biometric service can resolve configuration issues.

Press Win + R, type services.msc, and press Enter.

Locate Windows Biometric Service, right-click it, and select Restart.

After restarting, go to Settings > Accounts > Sign-in options and attempt to set up Windows Hello Face again.

Check for Windows Updates

Ensure your system is up to date:

Go to Settings > Update & Security > Windows Update.

Click Check for updates and install any available updates.

Also, refer to this guide for further troubleshooting: HP PCs - Troubleshooting Windows Hello Face Recognition | HP® Support

I hope this helps.

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Regards,

[CyberT]

Thank you for the response. I have tried all the options but nothing.

I have just disabled ESS in BIOS. Now at least Hello Face login works again. Actually I don't see enhanced security anymore in Windows settings (Accounts-> Sign-In options). 

Who knows what that option in BIOS is for. I haven't found any documentation about it. Maybe it's meant for something else.

So unless you can give me more info what does that option means and why Face login doesn't work when it's enabled I'll just leave it off.

[Garp_senchau · Accepted solution]

Hey @CyberT,

Thanks for your update! 

I understand your frustration, and I’m glad disabling Enhanced Sign-In Security (ESS) worked for you.

The ESS in BIOS adds extra protection for biometric logins, but it can sometimes cause issues with the camera or facial recognition, like you experienced. It’s possible that ESS conflicts with certain drivers or settings, which is why Windows Hello Face stopped working when it was enabled.

A few things to consider:

1. Make sure you have the latest Windows and camera drivers. Sometimes updates can fix issues like this.
2. HP occasionally releases BIOS updates to fix problems like this, so it’s worth checking.
3. If you want, you can enable ESS after updating everything and see if it works. If not, it might be best to leave it off.

I hope this helps.

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,