IR Depth sensing is not working

[Loyal0410]

Product: HP ENVY x360 13.3 inch 2-in-1 Laptop PC 13-bf0000 (552D4AV)

I’ve been using my HP Envy laptop for about 2 years without any issues. However, last month, 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 it flashes and goes off immediately.

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 april, 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, 

Loyal Joshua

[Jerry_57]

Hi @Loyal0410,

Welcome to the HP Support Community.

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

I hear that your HP Envy x360’s IR depth sensor issue is most likely caused by a Windows update that broke driver compatibility.

Step-by-Step Fixes:
 

Reinstall IR Camera Driver:
 

Open Device Manager → expand Imaging Devices.
 

Right-click the IR camera → Uninstall device → check Delete driver software.

Restart, then download the latest IR camera driver for your model from Official HP® Support.

Install and reboot.

Reset Windows Hello Settings:

Go to Settings → Accounts → Sign-in options.

Remove both Face Recognition and PIN.

Re-add them after reinstalling the driver.

Clear TPM Keys (⚠️ advanced step, backup first)

Press Win + R, type tpm.msc.

In TPM Management, choose Clear TPM.

Restart and reconfigure Windows Hello.

Check Hidden Devices:
 

In Device Manager, click View → Show hidden devices.

If the IR camera appears greyed out, right-click → Enable.
 

I hope this will help.

 

Take care and have a good day.