Windows Hello facial recognition not working HP Envyx360

[nancyhir]

i have the same issue

my model is  HP ENVY x360 Convertible 15m-cn0xxx

any ideas?

[sandytechy20]

@nancyhir

Welcome to HP forums.

There may be hardware driver updates that are available or pending a restart. Completing this process might fix issues you're having with Windows Hello. To check for updates now, select the Start button, and then go to Settings > Update & security > Windows Update > Check for updates. Install any updates that you need. After you have installed the necessary updates,  select the Start button, and then select Power > Restart (or Update and restart).

Now, try signing in using Windows Hello again. When your Surface recognizes your face or fingerprint, it will sign you in to Windows automatically.

Note

If you’ve set up multiple sign-in methods, like a password, a PIN, or Windows Hello, Windows will show those options at the sign-in screen. For Windows Hello to work, you need to select that option. 

Let me know how it goes.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[nancyhir]

Hi Sandytech,

Thanks for your response.  I installed all Windows updates and still have the issue with my HP Envy.  I'm really confused because this Envy is the same model as one I purchased 11 months ago that got lost.  The older Envy was able to do the facial recognition.  I read elsewhere that an IR camera is necessary for facial rec. with WIndows Hello and this new Envy has an IR camera.

any other ideas?

Thank you,

Nancy

[sandytechy20]

@nancyhir

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
 

If the issue persists, I would suggest here is to 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.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.