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r_angie
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Windows Hello facial recognition not working HP Envyx360

Hi Sandy, I have Hp Envy x360 Ryzen 13. I already did everything and Windows Hello set up stop working when opening the camera.

I already removed driver software and re-installed. Also run windows 10 troubleshooter. The problem still pressist. 

I even clean install my laptop but there's no changes. 

 

Any other advice? Please help.

 

Thank you 🙂

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Windows Hello facial recognition not working HP Envyx360

@r_angie

 

Welcome to HP support community.

 

Remove the Face Recognition and PIN sign-in settings.

Then clear the Trusted Platform Module (TPM).

Add a PIN and set up Face Recognition.

 

Perform steps 2,3 and 4 mentioned in this document to fix this issue :- Click here

 

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.

Sandytechy20
I am an HP Employee

r_angie
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Windows Hello facial recognition not working HP Envyx360

Hello Sandy,

thank you so much for your respon.

I did the step, clear TPM, add PIN, but sadly the camera still wont work. The camera works fine. But it stop working everytime I try to set up face recognition.

 

But, I did not understand 'Perform steps 2,3 and 4 mentioned in this document to fix this issue.'

Which document?

 

Thank you,

r_angie

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Windows Hello facial recognition not working HP Envyx360

@r_angie

 

Here is the link for the HP document:- Click here

 

I hope that helps.

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

Cheers.

Sandytechy20
I am an HP Employee

r_angie
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Windows Hello facial recognition not working HP Envyx360

Hi Sandy,

did the 2,3,4 steps and the problem still presist (the camera wont open when setting up facial recognition) (Sorry, something went wrong. Couldn't turn on the camera - appear and then it closed).

Does this mean I have to reset my computer again? Or is there any camera setting that I have to change?

As i mention before, I already did the clear TPM, trouble shoot and reset my computer.

 

Thank you so much

 

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Windows Hello facial recognition not working HP Envyx360

@r_angie

 

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. 

 

If the issue persists, Click here to download a softpaq to resolve the issue.

 

I hope that helps.

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

Cheers.

Sandytechy20
I am an HP Employee

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