windows hello face-id and fingerscan are not working

[haavh]

Hi everyone, 

Yesterday, I bought my new HP pavilion. I wanted to set the fingerscan to log in, but it doesn't work. It keeps saying it's not available at the moment. How can I solve this problem?

[banhien]

@haavh 

What is EXACTLY your HP Pavilion Laptop 15-cs2xxx  ?  Please use the following instructions to find out the model/product of your machine:

    https://support.hp.com/us-en/document/c03754824

Please do NOT post its Serial number (s/n).

I don't think it has FingerPrint nor IR camera options to support HP Hello.

Regards.

[haavh]

Thank you for your anwser.

HP Pavilion Laptop 15-cs2847nd. This is what the bottom says, but I can't find it when I type this in at the website. Yesterday, windows hello worked, so I have set the windows hello code to activate the face-id, but it says he couldn't find an camera. 

On my main account, I also can't use windows hello. I can only use it at one of the family accounts...

My sister has exactly the same laptop, and her face-id works.

[banhien]

@haavh 

The specs of your machine is

   https://support.hp.com/au-en/document/c06417491

which does NOT have Fingerprint reader nor IR camera therefore you can't set up both.

>>>>  My sister has exactly the same laptop, and her face-id works.

It can't be same model/product.

Regards.