windows 11 hello camera not turned on, but it is on

[rodddy]

cannot find windows 11 camera driver download, only windows 10,  so cannot do the one suggestion of uninstall that driver and reinstall it from HP Customer support.  Camera is working but for windows hello facial recognition, the message is "turn the camera on". but it IS on.

[Hawks_Eye]

Hi @rodddy 

Welcome to the HP Support Community!

Thanks for posting your query! We're here to help you get back up and running.

It sounds like Windows Hello isn't recognizing your HP Spectre x360's camera properly, even though it's functioning. This issue has been reported by other users after upgrading to Windows 11. Here are some steps to troubleshoot:

Fix Windows Hello Camera Issue

Check Windows Hello Settings

• Go to Settings → Accounts → Sign-in options.
• Under Windows Hello Face, try removing and re-adding facial recognition.

Enable Windows Biometric Services

• Press Win + R, type services.msc, and hit Enter.
• Locate Windows Biometric Service, right-click, and select Start (or Restart).

Update Camera Drivers

• Open Device Manager (Win + X → Device Manager).
• Expand Imaging Devices and locate your IR Camera.
• Right-click and select Update driver → Search automatically for updated driver software.
• If no update is found, try Uninstall device, then restart your laptop—Windows should reinstall the driver automatically.

Install Windows Hello Face Software

• Go to Settings → Apps → Optional Features.
• Search for Facial Recognition (Windows Hello) and install it if missing.

Additionally, you might find this video tutorial helpful:
How to Fix Windows Hello Not Working on Windows 11

You're doing everything right, and I have no doubt you'll get this resolved! Let me know how it goes, and I’ll be happy to assist further. 🚀

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! 😊

Take care, and have an amazing day!

Regards, 

Hawks_Eye

[rodddy]

thank you for replying but i am no further ahead and now need more help as mentioned below:

I selected "Improve recognition" in the facial recognition page and it goes to the camera and i see myself but it does not actually do any analysis of my face. it did nothing.

I did WIN+R and restarted Windows Biometric Services

I tried to update camera drivers, but it searched and said i am up to date  (I found IR Camera under"Camera" not under "Imaging" but assumed that was ok.  I uninstalled the IR camera and it did comeback upon laptop restart

i removed facial recognition and now cannot figure out how to install it....HELP

You say to install Hello Face software..go to settings, Apps......but there is no "Optional features"

I restarted the laptop thinking MS might automatically reinstall it. like the camera, but it did not so now I do not have the facial recognition option even though I cannot seen to get it to work........HELP please

I looked at the video which was no help but there seems to be a few with the same title...did you have ONE specific one in mind?

[rodddy]

i did find under Systems, Optional Features, View Features the option to add Facial Recognition and did that but the download gets hung up at the 75%mark and defaults out.  So still stumped.  HELP!

[rodddy]

tried that twice and fails because it says it cannot find the camera even though the camera works.  so still stumped.

[Hawks_Eye]

@rodddy 

It sounds like you've tried nearly everything, and I can imagine how frustrating it must be when Windows Hello Face refuses to recognize a camera that is clearly working. 

Since the Facial Recognition feature download stalls at 75%, and Windows still claims it can’t find the camera, here are a few advanced troubleshooting steps:

 

Fixes to Try

Manually Install Windows Hello Face Software

• Open Settings → Apps → Optional Features → View Features.
• Search for Facial Recognition (Windows Hello) and install it.
• If the installation fails at 75%, try running Windows Update (Win + I → Windows Update → Check for updates) before retrying.

Reset Windows Biometric Database

• Open Command Prompt as Administrator (Win + R, type cmd, and press Ctrl + Shift + Enter).
• Run the following command:
  sc stop WbioSrvc
  del /F /Q C:\Windows\System32\WinBioDatabase\*
  sc start WbioSrvc
• Restart your laptop and try setting up Windows Hello again.

Check for Windows Hello Compatibility Issues

• Some users have reported that Windows Hello Face fails due to missing IR camera drivers.
• Open Device Manager (Win + X → Device Manager) and check under Cameras for an IR Camera.
• If missing, try installing the latest Windows Hello Face driver from HP’s support page.

Perform a Clean Boot

• Open System Configuration (Win + R, type msconfig, and hit Enter).
• Go to the Services tab, check Hide all Microsoft services, and click Disable all.
• Restart your laptop and try installing Windows Hello Face again.

Since your camera works but Windows Hello doesn’t, this is likely a driver or software conflict rather than a hardware issue.

Try these steps and let me know if you need further assistance! 🚀

Regards,

Hawks_Eye.

[rodddy]

thank you for your patience......

My comments are in CAPS:

Manually Install Windows Hello Face Software Open Settings → Apps (S/B SYSTEMS, NOT APPS) → Optional Features → View Features. Search for Facial Recognition (Windows Hello) and install it. THERE IS NOTHING LISTED UNDER “FEATURES” TO SELECT

If the installation fails at 75%, try running Windows Update (Win + I → Windows Update → Check for updates) before retrying.   DID A SMALL UPDATE.  WENT BACK TO REPEAT THE ABOVE PARAGRAPH. SAME ANSWER.

Reset Windows Biometric Database Open Command Prompt as Administrator (Win + R, type cmd, and press Ctrl + Shift + Enter). Run the following command: sc stop WbioSrvc del /F /Q C:\Windows\System32\WinBioDatabase\* sc start WbioSrvc

I TYPED IN “sc stop WbioSrvc del /F /Q C:\Windows\System32\WinBioDatabase\* sc start WbioSrvc” USING COPY/PASTE.  NOTHING HAPPENED.

Restart your laptop and try setting up Windows Hello again.  DID THAT AND STILL NOTHING IN “FEATURES” PER TOP PARAGRAPH

Check for Windows Hello Compatibility Issues Some users have reported that Windows Hello Face fails due to missing IR camera drivers. Open Device Manager (Win + X → Device Manager) and check under Cameras for an IR Camera. If missing, try installing the latest Windows Hello Face driver from HP’s support page.  DID THAT FOR IR CAMERA SEVERAL TIMES AND MESSAGE IS: THE BEST DRIVERS FOR YOUR DEVICE ARE ALREADY INSTALLED…….. BUT I ALSO SEE BELOW THAT TEXT “USB VIDEO DEVICE……..WHAT DOES THAT MEAN.  MY CAMERA IS BUILT INTO THE LID, NOT A USB DEVICE??

Perform a Clean Boot Open System Configuration (Win + R, type msconfig, and hit Enter). Go to the Services tab, check Hide all Microsoft services, and click Disable all. DID THAT AND CLICKED OK, NOT APPLY.  Restart your laptop and try installing Windows Hello Face again.  RESTARTED BUT IN SETTINGS/SYSTEMS/OPTIONAL FEATURES SCROLLING DOWN I FIND A WINDOWS HELLO BOX WITH THE OPTION TO REMOVE IT.  ODD, AS IS NOT INSTALLED TO REMOVE.   THERE IS NO OPTION TO INSTALL IT.  Since your camera works but Windows Hello doesn’t, this is likely a driver or software conflict rather than a hardware issue. ......................SO STILL NEED HELP PLEASE

[zoey7886]

@rodddy, I see you were interacting with @Hawks_Eye however, he's away for now and I'd love to help you out!

Welcome to the HP Support Community! 

We're here to help you tackle that hello camera! Don't worry, we've got your back! 

To get you the best assistance, we need to take this conversation to a private chat. We're inviting you to a private message to protect your privacy and ensure that any sensitive information remains confidential. 

To access your private message, just click the little blue envelope icon on the upper right corner of your HP Community profile, next to your profile name.  

We're looking forward to helping you resolve this issue! 

Stay tuned, and thanks for your patience! 

Regards, 

[rodddy]

am i in the right place to continue the private chat?

[rodddy]

i tried the private link and when i tried to answer, it said authentication failed, so the reply would not go thru to you. So could not respond that way.

what i wrote to your private message was:

after step 4, there is no "Select continue to contact options". the choices are Service center location, community, HP assistant, software & drivers or Your device is still eligible.  Can you please be more accurate in your directions.  there is no "You should see the HP phone support number or Chat option listed. "   

So I am no further ahead.....still stumped!