Face recognition not working

[Liza_410]

My face recognition stopped working. The set up works fine but when I try to log in my computer again it shows a small window for the pin number. I have set up the face recognition several times but logging in the computer still does not work, it keeps asking me for a password or pin number. How can I fix this? Thank you.

[Chimney_83]

Greetings @Liza_410, 

Thanks for the post. 

I understand that you are unable to access the face recognition on startup, is that right?

Not to worry, I will be glad to assist you. 

Do you see a button that says sign-in options just below the Pin on the login screen?

Found this Microsoft post, where many customers claim that uninstalling Fast access software on the computer resolved the issue. 

Make sure all the Windows updates are installed. 

Run HP Support Assistant to make sure all the drivers are updated. Click here. 

Keep me posted. 

[Liza_410]

Thank you for your response. I read the Microsoft post you suggested but unfortunately, their suggestions do not fix the problem.

I do not have a button that says sign-in options below the pin on the login screen. 

How do I uninstall fast access software? If I do so will this mean that I will have a slower computer? This computer is very fast and I mean very fast. 

Face recognition was awesome until I installed an HP update. It is frustrated since that was one of the reasons I purchased this computer back in May.

I checked on my drivers and I have all of them up to date.

Thank you for any help you can provide.

[Chimney_83]

Thanks for the reply and trying the suggested steps, you can open programs and features by doing a right-click on the Windows button. 

Go through the list and look for fast access. 

Right-click on it and select uninstall and follow on-screen instructions to uninstall the software. 

You can also try to reconfigure the face recognition and check. 

Click on the Windows button and select settings. 

Then select Accounts and then select Sign-in options and reconfigure face recognition. 

Let me know how it goes. 

[Liza_410]

I have tried several times to reconfigure facial recognition as I stated in my initial post. This does not do anything, the process goes well but when I log back to my computer it still does not work. 

I attached a picture of what I get when I right click on the windows button as you suggested. There is no fast access there. I researched but could not find anything on that and how to get there. This is becoming too frustrated. Is there another way to fix this? Most of the post that I find online addressing this issues are way too old 2011,13,14. None of the solutions apply. Thanks!

[Chimney_83]

Thanks for the reply, please select the first option in the list called Apps and Features. Most of the computers have it named as Programs and Features.)

Once you select Apps and features, there will be a list of all the applications installed on your computer. 

Go through that list and uninstall fast access and the delete face recognition and reconfigure it.

If the issue persists, perform a push-button reset on your computer and check. 

Click here to know more about push-buttonn reset. 

Keep me posted. 

[Liza_410]

I followed your instructions but there is no fast access app on that list. I actually clicked on everything there hoping to find "fast access." Can this be somewhere else or perhaps fast access has another name? I kept researching but found nothing on where to locate fast access or how to fix this, the level of frustration at this point is pretty high. Honestly, I don't  understand how this is so difficult to find/solved.

I honestly do not want to restore my entire computer just to get back my face recognition, especially where there are some cautions listed there if you do the push button.

[Valengomez7]

The exact same thing is happening to me, I already tried everything and nothing has solved the problem. It happened after the HP Update a month ago. Is there any solution yet?

[Liza_410]

Unfortunately no, I have not received any other possible solutions. I don't think they know how to fix this, at least not yet.

I am so disappointed and frustrated!!!

I am checking online often to try to find other possible solutions but nothing yet. Please let me know if someone contacts you with a solution or if you find something online. Thank you! Good luck!

[Valengomez7]

Thank you so much!! I will let you know if I find any solution.