Windows Hello stopped recognizing my face, IR camera missing

[Athena9090]

I’ve been using my HP Envy laptop for about six months without any issues. However, last week, Windows Hello stopped recognizing my face, and I’ve only been able to log in using my PIN since then.

I initially thought a restart would fix the problem, but it didn’t. My camera itself works fine, but the red infrared sensor (which used to appear next to the camera light when unlocking with Windows Hello) no longer turns on.

There are no scratches or physical damage to my laptop, so I’m unsure why this happened. The only thing that changed was a Windows update last week, and I don’t think the IR sensor has worked since then.

If anyone knows how to fix this, I’d really appreciate the help!

Kind regards, 

Athena

[zoey7886]

@Athena9090, Welcome to the HP Support Community!  

Thanks for reaching out about your query regarding Windows Hello not working! 

We're thrilled to have the opportunity to assist you and provide a solution.  

It sounds like the Windows update might have affected the IR sensor or Windows Hello settings. Here are some steps to troubleshoot and fix the issue:

Check Windows Hello Settings

1. Go to Settings > Accounts > Sign-in options.
2. Under Windows Hello Face, check if it says "This option is currently unavailable" or if it prompts you to set it up again.
3. If available, try removing and re-enrolling your face.

Check Camera & IR Sensor in Device Manager

1. Press Win + X and select Device Manager.
2. Expand Imaging Devices or Cameras and look for an IR Camera or Hello-compatible device.
3. If there's a yellow warning icon, right-click the device and select Update driver > Search automatically for drivers.
4. If the IR camera is missing, go to View > Show hidden devices, then right-click and select Scan for hardware changes.

Roll Back or Reinstall Drivers

1. In Device Manager, right-click the IR camera and select Properties > Driver.
2. Click Roll Back Driver if the option is available (this reverts to a previous version).
3. If not, choose Uninstall Device, restart your laptop, and let Windows reinstall the driver automatically.

Check Windows Updates & Optional Updates

1. Go to Settings > Windows Update > Check for updates.
2. Look for Optional Updates under Advanced options and install any camera-related updates.

Reset Windows Biometric Services

1. Press Win + R, type services.msc, and press Enter.
2. Find Windows Biometric Service, right-click, and select Restart.
3. Restart your laptop and test Windows Hello again.

Perform an HP Hardware Diagnostic Test

1. Restart your laptop and press F2 repeatedly to enter HP Diagnostics.
2. Run a camera test to check if the IR sensor is detected.  

Let me know how it goes!

Take care, and have an amazing day!  

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Regards,