Facial Recognition Stopped Working on 4-month- old OmniBook Ultra- Need Help

[Cunumicita]

Hi everyone,

I have a 4-month-old OmniBook Ultra, and recently the facial reconition feature (Windows Hello) stopped working when I power on the laptop. It used to work flawlessly, but now it no loner shows he facial recognition prompt on startup.

Has anyone else experienced this issue or knows how to fix it? Any help would be greatly appreciate?

Thanks in advance.

[Max3Aj · Accepted solution]

Hello @Cunumicita, and welcome to the HP Support Community!

Thanks for posting your question. I'm here to help you get things back on track.

Sorry to hear that Windows Hello facial recognition has stopped working on your OmniBook Ultra. Let's walk through some steps to get it working again.

Check if the IR Camera is Detected

• Press Windows + X → select Device Manager
• Expand Imaging Devices or Cameras
• Look for entries like IR Camera, Windows Hello Camera, or RealSense Camera

If it's missing or has a yellow warning icon:

• Right-click and choose Scan for hardware changes
• If still missing, proceed to reinstall drivers (see Step 3)

Re-enable Windows Hello

• Go to Settings → Accounts → Sign-in options
• Under Facial Recognition (Windows Hello), check if it says "This option is currently unavailable"
• If so, click Remove (if available), then Set up again

Reinstall Camera Drivers

• Visit the HP Support page for your model: Official HP® Support
• Download and install the latest IR camera driver and Intel Chipset/MEI drivers
• Restart your laptop after installation

Check for Windows Updates

• Go to Settings → Windows Update
• Click Check for updates
• Install all optional updates, especially under Driver updates

Run Windows Hello Troubleshooter

• Open Settings → Update & Security → Troubleshoot
• Click Additional troubleshooters
• Run the Hardware and Devices troubleshooter

Reset Biometric Database (Advanced)

If none of the above work:

• Open Command Prompt as Administrator
• Run the following command:net stop biometricservice del /f /s /q %windir%\System32\WinBioDatabase\ net start biometricservice
• Then reboot and reconfigure Windows Hello

Final Tip

If the issue started after a recent Windows or driver update, you can try rolling back the camera driver:

• In Device Manager → right-click the IR camera → Properties → Driver tab → click Roll Back Driver

I hope the information shared has been useful and resolves your concern.

Wishing you a smooth and hassle-free experience ahead!

If this solution helped, please click “Accepted Solution” so others can benefit too. Don’t forget to hit the “Yes” button if you found this helpful!

Warm regards,

Max3Aj

HP Support