Hp Envy 360 15-ar052sa Facial recognition camera not turning on

[denisedeer]

Hi,

Since doing the latest update my facial rec is now not working, it comes up with cannot turn on camera, i have gone in to the setting improve facial ID but that is also saying i dont have a compatible camera ?? but it was all working fine before this.

I hope someone can help with the camera issue and also get the facial rec working again 

Thank you Denise 

[Echo_Lake]

@denisedeer
Thank you for posting on the HP Support Community.

I have a few troubleshooting steps we could try to fix the issue:  

Hard Reset: Follow steps from the link: https://hp.care/2GnkMa8.

BIOS default: 

1. Turn off the computer and wait five seconds.
2. Press the Power button to start the computer and repeatedly press the F10 key to enter the BIOS setup menu.
3. On the BIOS Setup screen, press F9 to select and load the BIOS Setup Default settings.
4. Press F10 to Save and Exit.
5. Use the arrow keys to select Yes, then press Enter when asked Exit Saving Changes?
6. Follow the prompts to restart your computer.

Next, uninstall Camera device from device manager.

1. Use shortcut keys Win + X on Windows 10.
2. Select Device Manager.
3. Expand the entry. Right-click the Imaging device and select Uninstall device.
4. You may need to check the option Delete the driver software for this device, and then click the Uninstall button.
5. Reboot the computer.

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[denisedeer]

hi sorry for the late reply, not been using computer much,

I have done the above apart from a hard reset and its still coming up with the same problem. i have also tried dowloading the drivers again from the hp website.

Is there anything else i could try

Kind Regards 

Denise 

[Echo_Lake]

@denisedeer
Thank you for posting back. 

Let's try a few more methods:

Go into Device Manager by right-clicking the Windows icon at the left of the taskbar and choose "Device Manager". What devices do you have listed under "Cameras" and "Other Devices"? Are there any devices with the yellow exclamation mark symbol on them?

And, also reinstalling the IR camera driver might resolve the issue. Uninstall the driver in Device Manager, and then reinstall the driver from HP Customer Support.

1. Using the search box on the taskbar, search for and open Device Manager.

2. In the Device Manager window, double-click Imaging devices, right-click the name of the IR camera and then select Uninstall device.

   

3. Select Delete the driver software for this device, and then click Uninstall.

   

4. Go to HP Customer Support, and then enter your PC model number.

5. On the Software and driver results page for your PC model, download and install the driver for the IR camera.

Restart your PC by shutting it down and then manually turning it on to see if Windows Hello Face Recognition works. If the issue persists, continue to the next step from here: https://support.hp.com/in-en/document/c05873680

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.