Issue with my Windows Hello signing in

[FORSYTHE]

Hi 
I've been using my HP Envy x360 for over a year now and the only time I registered my face with windows hello was when I had it set up, recently it started lagging and the IR scanner blinks for a while and goes off. I tried registering my face again but the interface kept showing a blank screen which I had to try repeatedly till I was able to get it done. It worked just once there after and now I am fixed on typing in my password. Felt it was an update issues but both the IR scanner and the camera are updated and when I ran test, they came back working properly. Pls how do I fix this, cause now it keeps scanning for my face and after a while it say could start camera.

[Raj_05]

Hi @FORSYTHE,

Welcome to HP Support Community.

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

It sounds like you're experiencing some issues with Windows Hello on your HP Envy x360. Here are some steps you can take to troubleshoot and potentially resolve the issue.

Restart your computer: Sometimes a simple restart can resolve temporary glitches.

Check for Windows updates: Ensure your operating system is up to date. Sometimes updates include fixes for known issues with hardware compatibility or drivers.

Update drivers: Even if Windows Update says your drivers are up to date, it's a good idea to visit HP's official support website and download the latest drivers specifically for your model. Look for updates related to the IR camera or any other relevant components.

Reset Windows Hello facial recognition: You can try resetting Windows Hello facial recognition and setting it up again. Here’s how:

• Go to Settings > Accounts > Sign-in options.
• Under Windows Hello Face, click on "Remove" to delete your current facial recognition data.
• Restart your computer.
• Go back to Settings > Accounts > Sign-in options and set up Windows Hello Face again.

Check camera permissions: Make sure that Windows and any relevant applications have the necessary permissions to access your camera. You can adjust these settings in Settings > Privacy > Camera.

Disable and re-enable Windows Hello: Sometimes disabling and then re-enabling Windows Hello can help. To do this:

• Go to Settings > Accounts > Sign-in options.
• Under Windows Hello Face, click on "Set up" and follow the prompts to re-enable facial recognition.

Run hardware diagnostics: HP laptops often come with built-in diagnostics tools that can help identify hardware issues. Check your user manual or HP's support website for instructions on how to run hardware diagnostics.

Check for interference: Ensure there's nothing physically obstructing the IR camera or the camera lens. Clean the camera lens gently with a soft, dry cloth.

Check power settings: Sometimes power settings can affect the performance of hardware components. Make sure your laptop is not in a power-saving mode that might be limiting the camera's functionality.

I hope this helps.

Take care and have a good day.

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Alden4

HP Support