Facial Recognition no longer working on my HP Envy laptop

[Nat0123]

When trying to log in to my HP Envy laptop, the facial recognition log in no longer works. It says "looking for you" even though I'm right in front of it. Can someone please help me in how to fix this? Thank you!

[MKazi]

@Nat0123

Thanks for reaching out to us on HP Support Forums.

I understand that you have an HP Envy 15 series laptop. I read that the facial recognition is no longer working. The camera is on and says "looking for you" and does not capture your image. I'll be glad to assist you with this case.

To provide an accurate resolution, I need a few more details: 

• Please let me know the exact laptop model no. This link will help you to find the model no: http://hp.care/2bygf7l
• When was the facial recognition working the last time?
• Did any software changes or updates happen on the laptop recently?

Meanwhile, I recommend you to perform the following steps to isolate the issue and arrive at a fix: 

• Please download and run the Intel RealSense Depth Camera Management (DCM) Driver: ftp://ftp.hp.com/pub/softpaq/sp71501-72000/sp71801.exe
  The laptop needs to be restarted after the installation is successful.

Please try to use the facial recognition and check. If it continues to not work then let us continue with the below troubleshooting steps:

The following Group Policy setting does not currently allow log-on or sign-on through facial recognition:

Computer Configuration / Local Policies / Security Options

Interactive logon: Do not display last user name: Enable

By default, this Group Policy setting is disabled.

Resolution:

To resolve this issue, change this setting to Disabled, or wait for the anniversary update of Windows 10.

Here's an article from Microsoft with the details you need: Click here

I sincerely hope this fixes the issue. Please feel free to let me know how it goes. All the best! 🙂

[Nat0123]

I tried the steps that you provided, and they did not work. After trying to Install the driver, I got the following error message: "The installer failed to detect an Intel RealSense 3D camera on this system. The installation was terminated."  I also tried the other steps that you had listed - however, they were not very helpful as when it says to try disabling the Group Policy Setting, there weren't any steps listed of how to do so. 

The answers to your questions that you had asked:

*Laptop Model Number: 15-AQ118CA

*Facial recognition: hasn't been working for about a month. I've just been using my pin to sign on.

*I believe there have been some updates that I've run on it

[MKazi]

@Nat0123

Thank you for replying with the results. I truly appreciate your efforts. 

You may perform a Microsoft Push Button Reset. This repairs your computer by reinstalling the operating system. This can be done either while preserving your personal data and customizations, or removing all your personal data.

Let me know how it goes. Good luck! 🙂

[Nat0123]

When I do this, will it erase all my personal data and documents, etc that I have saved on my computer?

[MKazi]

@Nat0123

Hi,

the Microsoft Push Button Reset should not delete your personal data. But it will delete some Windows files and programs. It will offer you options to keep your files or remove everything as shown below:

Please select the option that says "keep my files" and continue.

Hope this information helps. Good luck! 🙂

[Nat0123]

Sorry for all the questions - but since my laptop is >128GB I was trying to follow the steps for that under the Windows Recovery Environment directions. When I click Restart and hit F11 immediately and repeatedly, per the instructions, I don't get the "Choose an option" screen. It just restarts my computer, even though I am pressing the F11 key repeatedly. Is there something else I can try?

Will this facial recognition issue be fixed after another update is done? Will there be an update soon for this? This is really frustrating after only having this laptop for less than 6 months...

Thanks for your help.

[A4Apollo]

Hi! @Nat0123, I am the Mr.Robot. It looks like you were interacting with @MKazi, but he is out of the office today, so I'll take over from here.

I appriciate your efforts for writing back to us.

As you mentioned even after trying out the steps you still have issues using windows hello feature on your PC.

Try the steps recommended below.

Turn off Fast Startup

Type power options in the Search box, and open Power Options
Select Choose what the power buttons do
Click on Change settings that are currently unavailable
Uncheck the checkbox next to Fast Startup

Reinstall Windows Hello drivers

Go to Search, type device manager, and open Device Manager
Find your Windows Hello driver, right-click on it, and select Remove driver software…
Restart your computer
On the next startup, Windows 10 should automatically detect Windows Hello, and install the latest driver for it
Once Windows 10 installs the driver again, try running Windows Hello to see if the issue is resolved
 

Run Windows 10 Troubleshooter

Go to Search, type troubleshooting, and open Troubleshooting
Go to Hardware & sound section of the troubleshooter
Now, click on Hardware & devices
The troubleshooter will start, so wait for the process to finish, and follow further on-screen instructions
If the troubleshooter found a problem with Windows Hello, it will automatically fix it
Restart your computer.

If the issue still persists uninstall the webcam driver from device manager and install the drivers using HP recovery manager.

Refer this article to know how to restore drivers using HP recovery manager.

Also, try creating a new user account on your PC and check if the issue persists.

If a standard account requires administrator privileges, you can log into any account that already has administrator privileges and change the account settings.
Sign in using an administrator account.
Click Start , and then click Settings .
Click Accounts.
Click Family & other people, and then select the user account you want to change in the Other People area.
Click Change account type.
Click the Account type drop-down menu.
Select the desired account type, and then click OK.
 

Refer this article to know more information about managing user accounts.

If the solution provided worked for you, please mark accepted solution for this post.

Let me know if this helps!

Have a great day ahead! 🙂

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

[Nat0123]

I've tried your steps below:

I tried turning off the Fast Startup and when I type "Power Options" in the search box, it only pulls up an App option for $.099 and says that it won't run on this laptop. 

I tried finding the Windows Hello driver under the  Device Manager and cannot find it anywhere. If you have more thorough, step-by-step directions on where it's located, that would be appreciated. I looked under each one and expanded each of them and did not see Windows Hello driver located anywhere. 

I tried the Troubleshooting steps and when I completed that, it says there wasn't anything found. 

I tried the restoring drivers using HP Recovery Manager steps, and when I click on that, under the Help column for "Reinstall drivers and/or applications" it says: Reinstall drivers and/or applications (Disabled: HP Recovery Manager no longer supports this feature after Windows upgraded). 

This all is very frustrating, especially because I have had this laptop for less than 6 months!!! I also tried going under Windows Hello set up and clicked "remove" to see if I could set up a new Face Recognition. When I click on it, it brings up the Windows Hello Setup and says Make sure your face is centered in the frame - of which it is (as I can see my face in the camera and in the frame) and then it doesn't do anything else. There isn't a next button or anything, just a cancel button....

[A4Apollo]

@Nat0123, Thanks for your quick response and time.

I appriciate your efforts for writing back to us.

As you mentioned you are unable to turn off the fast startup on your PC.

Did you try creating a new user account on your PC?

Try the steps to turn off the fast startup.

Type Control Panel in the search box.
Click Control Panel.
Click Power Options.
Click Choose what the power buttons do.
Click Change settings that are currently unavailable.
Scroll down to Shutdown settings and uncheck Turn on fast startup.
Click Save changes.

Also, in device manager you have to uninstall the webcam drivers. You can find it under imaging devices.

If the issue persists try the steps recommended below.

The following Group Policy setting does not currently allow logon or sign-on through facial recognition:

To resolve this issue, change this setting to Disabled

Computer Configuration / Local Policies / Security Options 

Interactive logon: Do not display last user name:                Disable       

By default, this Group Policy setting is disabled.

If the solution provided worked for you, please mark accepted solution for this post.

Let me know if this works!

Have a great day ahead! 🙂

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!