Don't think my IR camera is working after currys replacing main board

[Kyle989]

My laptop was on windows 10 and working fine, was using face ID to log into laptop and then it wouldn't charge, I sent it to currys for repair under warranty and got it back yesterday, they had set it back to factory settings after installing a new main board so I set it back up and it automatically installed windows 11, When I try to set up face ID it just sits on 'centre your face" though I notice the red light isn't on like it used to be for the IR camera, nothing at all happens even though my room is well lit and the camera isn't blury. List of what I've tried  below.

- Uninstalling driver for IR camera and rebooting laptop

- Checking HP for latest driver which when I let HP see my installed drivers there isn't an option for a new one for the IR camera

- Enabled use of Face ID in local group policy

- Windows is fully up to date

I need to be able to determine if this is a software issue or whether it's a hardware issue and potentially currys haven't connected by IR camera back up to the main board

[Irfan_06]

Hi @Kyle989,

Welcome to the HP Support Community.

Thank you for posting your query, I will be glad to assist you.

I understand you're experiencing an issue with the webcam on your Laptop.

I apologize for any inconvenience this may have caused, I'm here to help you today.

Please follow the below steps to fix the issue.

-Perform a power drain on your PC.

 1) Unplug the power cord from the PC & wall.

2) Disconnect the power cable from the AC adapter if it is a detachable part and keep it aside.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the AC adapter, then connect it to the wall and to the charging port on your PC.

5) Power on the PC and wait for the PC to boot into Windows now.

-Update the BIOS for your PC by clicking on the link.

Make sure you keep only the charger plugged in while updating the BIOS for your PC.

Click on the + sign next to BIOS and then download the file.

Open the file and follow the on-screen instructions to complete the update.

-Install all the pending updates for the Windows operating system following the below steps and let me know if that resolves the issue.

Go to Start > Settings > Update & Security > Windows Update and select Check for updates. If the upgrade is available for your device and you want to proceed, download and install it.

-If the issue still persists, refer to the steps on this link to further troubleshoot.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

I hope this helps.

Take care and have a great day ahead!

Irwin6

HP Support