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Windows Hello Facial recognition is currently unavailable

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HP ENVY x360 Convertible 15
Microsoft Windows 10 (64-bit)



I uninstalled the biometric drivers and only the fingerprint drives where automatically updated and reinstalled. I have looked for the windows hello face drivers and cannot find find them in any community thread. I have exhausted device manager and command prompts. The camera is fully functional, in every programme I have run, I can not understand why windows hello face is not working. 


Any help would be much appreciated 


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You are not doing anything wrong.


Facial recognition requires a fancy IR camera.

Your computer does not have the right kind of camera to support "Hello Face".


Things that are “Face”


Known Solutions:

HP PCs - Troubleshooting Windows Hello Face Recognition


Determine your computer model / Product Name

Finding your Product Name, Product Number, or Serial Number


Open Support Home

Enter the name of your device



Windows Face logon requires the high-grade IR camera


Hello Face requires that your particular computer include the correct type of camera to support the "Face" feature.


Method – Use PartSurfer to check the components in your computer


PartSurfer might be able to tell you exactly which parts came with your computer.

  • For best results, use the Serial Number for your search
  • Reminder:  Do NOT post private information (including serial number) here on the Community)

 Open PartSurfer

  • Select your Country
  • Search for your computer / printer / device >> See HINT
  • Need Help?  Tab Self help > find and open the User Guide and FAQ

How to use PartSurfer:

  • Select your region / country - PartSurfer must know your general location
  • Enter your device Product Number , Serial Number, or Part Number in the Quick Search box
  • HINT: To see a system-specific list, replace the Product Number with your device Serial Number

Look the results for “WEBCAM”

NOTE:  Some newer models may list the device as “camera”


Method - Check your computer to find the type of camera


Control Panel > icon view > Device Manager 

Open Category Cameras


Method – Check Settings for “Windows Hello Face”


Settings > Accounts > Sign-in Options

If Windows Hello is not available, you will see a message:

Windows Hello Face

This options is currently unavailable - click to learn more



Device Home Page - References and Resources – Learn about your Device - Solve Problems

NOTE:  Content depends on device type and Operating System

Categories:  Alerts, Warranty Check, HP Drivers / Software and BIOS, How-to Videos, Bulletins/Notices, How-to Documents, Troubleshooting, User Guides / Manuals, Service and Maintenance Guide (Replacement Parts and Procedures), Product Information (Specifications), more

When the website support page opens, Select (as available) a Category > Topic > Subtopic

Open Support Home

Enter the name of your HP device


Thank you for participating in our HP Community.

We are a volunteer community workforce dedicated to supporting HP technology

Click Thumbs Up to say Thank You for the help.

If the answer helped resolve your issue, Click "Accept as Solution" .





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