03-25-2020 04:35 PM
I have an HP Envy 17t with Windows 10 Home 64. After a Windows update, all of a sudden the Windows Hello Face, Fingerprint, and PIN options are all showing the error message "This option is currently unavailable - click to learn more." When I click, it shows in red letters: "Something went wrong. Try again later." I had been using the Face recognition with the PIN as a backup if the camera couldn't detect my face.
I tried updating the driver for the camera, and Hello Face started working again, but it still shows as "unavailable" and the PIN doesn't come up when the facial recognition doesn't detect my face (it just times out and the computer goes back to sleep).
I've read some other solutions online and most of them either refer to things I don't seem to have on my computer, or suggest editing the registry, which I'm afraid to do (especially since I'm telecommuting now and depend on my laptop more now more than ever!).
Solved! Go to Solution.
03-26-2020 12:48 AM
We could try some driver updates.
A specific model name or product number would be appreciated. E.g. HP Spectre x360 - 13-ap0028ca or 5MT98UA#ABL
Information on how to find a laptop's model name or product number is detailed in this HP document. (Please do not post serial numbers on the HP Support Community. The difference between a product number and a serial number is that the product number contains a # sign)
You could also run HP Support Assistant to automatically install any drivers. In case you don't already have it, here is the download page for HP Support Assistant. You can find information on how to update your computer using the HP Document here and expanding Update the computer.
03-26-2020 06:16 PM
Please try the driver below:
HP TrueVision Full HD (FHD) RGB-IR Webcam Driver (Windows 10 v1903)
This package provides the driver to enable the HP TrueVision Full HD (FHD) RGB-IR camera in supported notebook models that are running a supported operating system. The HP TrueVision FHD RGB-IR webcam provides support for Windows Hello facial recognition biometric authentication.
Once it's done installing, restart the system and check settings once again.
The fingerprint option being unavailable is normal considering your model doesn't have a fingerprint sensor.
03-29-2020 12:59 PM
Sorry about the late response.
Build 18363.720 is referring to v1909, which HP hasn't seem to have released a driver for yet, in terms of your particular model.
Try this instead:
- Open Device Manager
- Expand Cameras
- Right-click your IR camera
- Select Update driver
- Let it Search automatically
- If it fails to find drivers, let Windows update find updated drivers