Facial recognition problems

[Nmackenzie101]

A few days ago my facial recognition disappeared.  I searched for the webcam for several days.  I kept getting the message that the camera couldn't be found.

Today the laptop decided to allow me to get the the Windows Hello Screen.  On the facial recognition page, I could see my face and the frame.  I got my face into the correct position and waited and waited but nothing happened.  I tried shutting down settings and then reopening it.  The same thing happened.

Clearly the webcam is working as I could see my faith so I think it must be a software or driver problem.

Does anyone have any suggestions?

[VikramTheGreat]

Hi @Nmackenzie101,

Welcome to the HP Support Community.
 

Thank you for posting your query. I will be glad to help you.

You’re absolutely right. If you can see your face in the Windows Hello setup screen, the camera hardware is fine, so this is almost certainly a driver or Windows Hello configuration issue. Here’s how to fix it:

Why This Happens

• Windows Hello facial recognition relies on: 
  • IR camera driver (not just the standard webcam driver).
  • Windows Biometric Framework.
• Updates or driver corruption can break the enrollment process.

Step-by-Step Fix

1. Check Device Manager

• Press Win + X → Device Manager → Cameras.
• You should see: 
  • HP IR Camera (or similar).
  • If missing or shows a yellow warning, reinstall drivers.
     

2. Update Camera & Biometric Drivers

• Go to:  👉 Official HP® Support
• Download:  
  • Camera driver.
  • HP IR Camera driver (if listed).
  • HP Security/Windows Hello components.
     

3. Update Windows

• Go to Settings → Windows Update → Check for updates.
• Install all optional updates (especially drivers).
   

4. Reset Windows Hello

• Settings → Accounts → Sign-in options → Facial recognition → Remove.
• Restart PC.
• Re-add facial recognition.
   

5. Run Hardware Diagnostics

• Restart → Press F2 → Run Camera Test in HP Diagnostics.
   

6. Check Privacy Settings

• Settings → Privacy & Security → Camera → Ensure apps and Windows Hello have access.

I hope this helps.

Take care and have an amazing day!
 

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Regards,

VikramTheGreat