Envy IR Camera Not Working

[shubhangi213]

I use an HP ENVY x360 2-in-1 Laptop PC running Windows 11 24H2 (64-bit). After updating to this version, my IR camera stopped working with Windows Hello — facial recognition is no longer available in sign-in options.

I have already tried the following steps:

• Checked Device Manager (IR/Hello camera either missing or has no effect)

• Uninstalled and reinstalled biometric and camera drivers

• Enabled Windows Hello through Group Policy Editor

• Verified camera access through the Camera app (no IR activity detected)

• Windows rollback is no longer an option

I was advised by an HP technician to format the device to resolve this, but I’d prefer to avoid such an extreme step if a driver or compatibility fix is available. Kindly let me know if there is a specific IR camera or biometric driver update compatible with the 24H2 version of Windows 11, or any other fix.

Thank you for your help.

[zoey7886]

@shubhangi213, Welcome to the HP Support Community!  

Thanks for reaching out about your query regarding HP Envy IR Camera for Windows Hello! 

We're thrilled to have the opportunity to assist you and provide a solution.  

If your HP Envy x360 2-in-1 laptop’s IR camera stopped working with Windows Hello facial recognition after updating to Windows 11, follow these steps to resolve the issue:

Uninstall and Reinstall IR Camera Driver

1. Open Device Manager:
   • Search for and open Device Manager.
2. Uninstall IR Camera Driver:
   • In the Device Manager window, double-click on Imaging devices, right-click the name of the IR camera, and then select Uninstall device.
   • Check the box for Delete the driver software for this device, and then click Uninstall.
3. Reinstall IR Camera Driver:
   • Go to HP Customer Support - Software and Driver Downloads.
   • Enter your PC model number.
   • Download and install the driver for the IR camera.
4. Restart PC:
   • Turn off your PC, and then manually turn it on to see if Windows Hello facial recognition works.

Remove Face Recognition and PIN Sign-in Settings

1. Open Settings:
   • Search for and open Settings.
2. Navigate to Accounts:
   • Click Accounts, then click Sign-in options.
3. Remove Face Recognition and PIN:
   • In the Windows Hello area under Face Recognition, click Remove.
   • In the PIN area, click Remove and confirm 

Hope this helps! 

Take care, and have an amazing day!  

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Regards,