Spectre x360 unable to set up Windows Hello Face

[Tnrbrr]

Hi. I have recently reset my HP Spectre x360 14 2024 edition using HP Cloud Recovery tool in order to solve another irrelevent issue. The other issue did get solved after the reset; however, it raised multiple issues of its own. All Windows Hello login methods, including PIN, face, and fingerprint, stopped working. PIN I was able to fix by resetting some databases. The fingerprint was solved after I installed the drivers from the HP website. However, I simply cannot find the IR camera drivers anywhere. Windows Hello settings page says "We couldn't find a camera compatible with Windows Hello Face", even though it was working just fine before the reset. I tried every other solution I could find on the internet that did not involve installing the manufacturer's drivers from their support websites; none of them work. The only solution I can think of is an HP Support person, or someone with an HP Spectre x360 14 inch 2024 edition extracting their working IR camera driver and providing a link for it. Thanks in advance for any help.

[Garp_senchau · Accepted solution]

@Tnrbrr, Welcome to HP Support Community,

Thank you for posting your query; I’m here to help by guiding you through steps to resolve this issue

After using the HP Cloud Recovery tool on your HP Spectre x360, if you're experiencing issues with Windows Hello and, specifically, the IR camera functionality, you may need to check the availability of the necessary drivers and ensure their proper installation. Here’s a step-by-step guide that could help resolve these issues:

1. Verify Windows Updates

• Ensure that Windows Update is completely up-to-date. Often, Microsoft will provide necessary drivers through their update service:
  • Go to Settings > Update & Security.
  • Click on Check for updates.

2. HP Support

• Visit the HP Customer Support - Software and Driver Downloads page. Enter your device model (HP Spectre x360 14) to find any available drivers for your IR camera.

3. Device Manager

• Use Device Manager to check the status of the IR camera:
  • Press Windows + X and select Device Manager.
  • Locate and expand the Cameras section.
  • Right-click the IR camera driver, select Update driver.
  • Choose to Search automatically for updated driver software.

4. Troubleshooting Windows Hello

• If issues persist:
  • Remove and set up Windows Hello again:
    • Go to Settings > Accounts > Sign-in options.
    • Remove facial recognition and set it up anew.

5. BIOS Updates

• Occasionally, a BIOS update is necessary for full hardware functionality:
  • Visit HP's support website for your specific Spectre model to check for any recent BIOS updates.
  • Follow instructions for downloading and applying the update.

6. HP Hardware Diagnostics

• Run HP PC Hardware Diagnostics (UEFI) to check for any hardware-related problems:
  • Restart the computer and press F2 during startup to access HP Diagnostics.
  • Run the comprehensive tests for the camera hardware.

I hope this helps.

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

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