HP TrueVision FHD RGB-IR not working with windows hello (Spectre 13 X360)

[minsank]

my camera HP TrueVision FHD RGB IR can not working especially with windows hello. By the device manager the current version driver is 3.6.8.9 on spectre 13 x360, already updated the driver but no luck then uninstall and install repeatedly also no luck. 

The IR camera and normal camera can not working, i can not use windows hello or any online meeting application (camera error or not found).

I did resetting the windows or reinstalling then updating the system but can not turn on the camera.

Edition Windows 10 Home Single Language
Version 22H2
Installed on ‎4/‎7/‎2026
OS Build 19045.7058

[minsank]

here are some screenshots of the driver and setting situation.

privacy settingdriver versionhardware ID

[Deep_World]

Hi @minsank,
 
Welcome to the HP Support Community!

Thanks for reaching out!

I understand how  it must be to have your HP Spectre x360’s camera not working, especially since it affects both Windows Hello and everyday applications like video calls.  

In the meantime, here are a few  steps you can try:

• Check Camera Privacy Settings
  Go to Settings > Privacy > Camera and make sure apps are allowed to access the camera. Sometimes privacy settings block both Windows Hello and conferencing apps.
• Verify BIOS Settings
  Restart your laptop and enter the BIOS (usually by pressing Esc or F10 during startup). Ensure the camera is enabled there.
• Run HP Hardware Diagnostics
  Use the built-in HP PC Hardware Diagnostics tool to test the camera. This can confirm if the issue is hardware-related.
• Update BIOS and Chipset Drivers
  Visit the HP Support website  https://support.hp.com/ for your specific Spectre x360 model and install the latest BIOS and chipset drivers. These updates often resolve compatibility issues with Windows Hello.
• Check Windows Hello Setup
  Go to Settings > Accounts > Sign-in options and try setting up Windows Hello again after ensuring the IR camera is detected.

I hope this helps.

[minsank]

Hi @Deep_World

unfortunately all steps mentioned above not solved my webcam and windows hello problem.

1. Camera Privacy settings, the setting is on and all apps listed on the setting is allowed to access the camera

2. BIOS Setting, i checked the BIOS setting (couple times to make sure, restarted the laptop, pressed ESC and F10) there is NO camera setting on it. Very limited setting option i checked.

3. Run HP Diagnostic software, run it several times for webcam test. The camera is functioning on this test, i wonder why. There is no IR camera test by the way so i can not checked the functionality of IR camera (needed for Windows Hello face recognition).

4. Update BIOS and chipset drivers, all goods updated using HP Support Assistant and HP software & driver website. BIOS was updated long time ago with latest version F.52A (released on Dec 2020), not later or updated or newer BIOS version.  Currently, "HP TrueVision FHD RGB IR Camera" running on driver version 3.6.8.9, i think this version is the latest from HP? i can not found any later or updated software on internet, including HP website. I tried to rolled back the driver but no luck also, webcam is still not functioning using Camera app or else and Windows Hello also not working when setting it up.

5. Check Windows Hello setup, i checked and able to start the setup but the camera screen still blank, not recognizing face or failed to shown the image. The indicator lights next to camera "blink" once, usualy kept on when camera functionning. The IR indicator not lights up at all.

windows hello set up

i think there is some issue to getting IR camera functioning, or saoftware issue. I wonder if HP will release updated BIOS of FHD-IR driver update for Sunyi or Sunplus IT camera as i see several threads people complaining camera issue after updating to the latest windows 10.

[Deep_World]

Hi @minsank,
 

Thanks for your response. 

I understand how this must feel, especially since you’ve already gone through all the right troubleshooting steps privacy settings, BIOS, diagnostics, drivers, and Windows Hello setup. From what you’ve described, the IR sensor itself isn’t activating, which is why Windows Hello can’t complete the facial recognition process even though the standard camera works in diagnostics.

At this stage, since the driver and BIOS are already up to date and the IR hardware isn’t responding, the best next step would be to have the device checked directly by HP service. The IR module may require a firmware update or hardware-level inspection that can only be done at a service center.

To ensure your device receives the appropriate care, we recommend visiting an authorized HP service center. Our certified technicians can provide a thorough diagnosis and offer the best solutions to address the issue.​

You can locate the nearest HP service center using our Service Center Locator:​

🔗 HP Service Center Locator

If you need further assistance or have any questions, please don't hesitate to contact us.​

Best Regards,

Deep_World