Windows Hello not recognizing face

[ColinGT]

Has anyone had luck getting Windows Hello to work? It seems to be unable to recognize my face. Unlike a previous notebook (Surface Pro 4) which worked flawlessly, I have not yet been able to get it to work.

[banhien]

@ColinGT

What is your Envy x360 ? Does it have a 3D camera which is required to read your face to use Windows Hello ?  Please use the following instructions to find out the model/product of your machine:

  http://support.hp.com/us-en/document/c00033108

Regards.

[ColinGT]

This is a Spectre x360 13-ac0XX. I'm on the latest Windows 10 build, and have moved up to the Fast Ring. Neither have worked so far, even though the facial recognition wizard seems to be satisfied that it has enough data to finish the setup of Windows Hello.

[banhien]

---

@ColinGT wrote:

This is a Spectre x360 13-ac0XX.

---

Hi,

This won't help. Please use the following instructions to find out EXACTLY the model/product of your machine:

  http://support.hp.com/us-en/document/c00033108

Regards.

[ColinGT]

Here is what Support Assistant reports:

HP Spectre x360 Convertible 13-ac0XX

1HP17PA#ABG

[banhien]

Hi,

Your machine is an HP SPECTRE X360 - 13-AC042TU and its specs:

     https://support.hp.com/ca-en/document/c05402408

It has HP TrueVision FHD IR Camera with dual array digital microphone which DOES support Windows Hello facial recognition biometric authentication.

Did you upgrade/downgrade your machine ? Please use the following software and drivers and install to your computer to support HP TrueVision Full HD (FHD) RGB-IR Webcam for Windows 10:

    http://ftp.hp.com/pub/softpaq/sp78501-79000/sp78563.exe

Regards.

[ColinGT]

Installed the driver, and re-registered my face. Still isn't able to detect it. I've tried different angles and rooms to ensure there isn't interference. Any logs available to troubleshoot?

[ColinGT · Accepted solution]

This appears to have been an issue with a specific Windows 10 build. It now appears to be functioning in build 16215.