Face Recognition Id at HP Envy x360 15t-cn000

[Fernando13]

I have a HP ENVY X360 15T-cn000, on Sign-In Options I see Win Hello Fingerprint but not Face Id Recongnition.

Fingerprints is setted and works fine.

Im not sure but I believe I used to saw the face id option but it disappears after win10 update.

Thanks for the help

[Fernando13]

At Device Manager I only see HP WIDE VISION HD CAMERA... should I also have a  IR camera o something like that? at what section? as far as HP says my laptop should have face recognition. Thanks

[Raj1788]

@Fernando13

Welcome to HP Forums, 

This is a great place to get support, find answers and tips to your technical queries.

To provide you with an accurate solution, I'll need a few more details:

Have you tried any troubleshooting steps on your own?

How long are you facing this issue?

Let's try the below steps and get the issue fixed.

Restart the 

Step 1: Uninstall and reinstall the IR camera driver

Reinstalling the IR camera driver might resolve the issue. Uninstall the driver in Device Manager, and then reinstall the driver from HP Customer Support.

1. Using the search box on the taskbar, search for and open Device Manager.

2. In the Device Manager window, double-click Imaging devices, right-click the name of the IR camera, and then select Uninstall device.

   

3. Select Delete the driver software for this device, and then click Uninstall.

   

4. Go to HP Customer Support, and then enter your PC model number.

5. On the Software and driver results page for your PC model, download and install the driver for the IR camera.

Restart your PC by shutting it down and then manually turning it on to see if Windows Hello Face Recognition works.

If the issue persists,  click on this link: https://support.hp.com/in-en/document/c05873680 and follow the troubleshooting steps from Step 2: Remove the Face Recognition and PIN sign-in settings

Keep me posted, how it goes!

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Have a great day!

Cheers:)

[Fernando13]

Hello and thanks for your answer, my ENVY X360 t15 is new, so I've never used face id, and it does not show IR CAMERA on devise manager, and on the top of the screen it seems to have a single camera, so I believe there is a 2018 version with NO Face Id on a HP ENVY top of line. If that is correct that is a shame on HP. 

Again thanks for your help

[Raj1788]

@Fernando13

Appreciate all your time and efforts!

I would suggest you try these steps here: 

Run Windows 10 Troubleshooter

Go to Search, type troubleshooting, and open Troubleshooting
Go to Hardware & sound section of the troubleshooter
Now, click on Hardware & devices
The troubleshooter will start, so wait for the process to finish, and follow further on-screen instructions
If the troubleshooter found a problem with Windows Hello, it will automatically fix it
Restart your computer.

Next thing, I would suggest here is to download and install Intel RealSense Depth Camera Management Driver on your computer and check. 

Please launch https://support.hp.com/drivers (Please enter the product number and then select the Operating system and version of Windows before downloading and installing the Intel RealSense Depth Camera Management.

I would also suggest you update the Bios, and Chipset drivers on your PC from our HP support website, using this link.

Also, download and install HP support assistant on your PC. It should automatically download and install the latest updates and drivers for your PC.

Refer this link to know how to use HP support assistant.

If the issue still persists, I would suggest you try these steps here: 

Turn off Fast Startup

Type power options in the Search box, and open Power Options
Select Choose what the power buttons do
Click on Change settings that are currently unavailable
Uncheck the checkbox next to Fast Startup

Reinstall Windows Hello drivers

Go to Search, type device manager, and open Device Manager
Find your Windows Hello driver, right-click on it, and select Remove driver software…
Restart your computer
On the next startup, Windows 10 should automatically detect Windows Hello, and install the latest driver for it
Once Windows 10 installs the driver again, try running Windows Hello to see if the issue is resolved

Keep me posted, how it goes!

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Have a great day!

Cheers:)