Neither Windows 10 and 11 Can Find IR Camera or Fingerprint Reader and Windows Hello Won't Work

[norockle1]

After an Windows 10 update, Windows Hello wouldn't run because it could not find compatible devices.  The device manager also identifies the fingerprint reader as having a problem.  Driver and BIOS updates done under Microsoft's support failed to correct the problem.  They recommended upgrading to Windows 11. HP support offered no additional help.  (Yes, the camera is switched on.)  Other apps using the camera such as Zoom, Duo (Meet), and Skype all work, once you get logged-on to the machine using a PIN.   I can restore the original operating system than came with the machine, at further loss of hours to reinstall programs.  Or, maybe HP or Microsoft will call me up, verify the problem (for a 3rd time in the case of the latter), and maybe devote some resources to fixing it.  I'm not going to pay extra.  I didn't cause the problem.  I already paid for a machine with the face and fingerprint capabilities that they seem to have subsequently rendered unusable.   I look forward to the solution.  (Or is it just too hard and/or not worth it?)

[ub6424]

Hello @norockle1 

Sorry to hear that you are having problems ... I would like to help you.

Let me check your current system configuration before we "focus" on camera and fingerprint reader ...

(1) Run    msinfo32

- Select <System Summary>:

--->>> Copy/screenshot/paste following key/value pairs:

OS Name

Version

System Model

System SKU ( equals HP product number (p/n) )

Processor

BIOS Version/Date

(2) Please report your results

[norockle1]

Hello.  Thanks for offering to help.  Here is the MSINFO32 information you requested, in full detail, as it was easier to copy&paste rather than fill in each line.

OS Name Microsoft Windows 11 Pro
Version 10.0.22621 Build 22621
Other OS Description Not Available
OS Manufacturer Microsoft Corporation
System Name xxxxxx
System Manufacturer HP
System Model HP Spectre x360 Convertible 13-ap0xxx
System Type x64-based PC
System SKU 5VV31AV
Processor Intel(R) Core(TM) i7-8565U CPU @ 1.80GHz, 1992 Mhz, 4 Core(s), 8 Logical Processor(s)
BIOS Version/Date AMI F.43, 4/9/2021
SMBIOS Version 3.2
Embedded Controller Version 9.73
BIOS Mode UEFI
BaseBoard Manufacturer HP
BaseBoard Product 8515
BaseBoard Version 09.73
Platform Role Mobile
Secure Boot State On
PCR7 Configuration Elevation Required to View
Windows Directory C:\WINDOWS
System Directory C:\WINDOWS\system32
Boot Device \Device\HarddiskVolume1
Locale United States
Hardware Abstraction Layer Version = "10.0.22621.1"
User Name  xxxxx
Time Zone Eastern Daylight Time
Installed Physical Memory (RAM) 16.0 GB
Total Physical Memory 15.7 GB
Available Physical Memory 9.84 GB
Total Virtual Memory 16.7 GB
Available Virtual Memory 10.4 GB
Page File Space 1.00 GB
Page File C:\pagefile.sys
Kernel DMA Protection On
Virtualization-based security Not enabled
Windows Defender Application Control policy Enforced
Windows Defender Application Control user mode policy Off
Device Encryption Support Elevation Required to View
Hyper-V - VM Monitor Mode Extensions Yes
Hyper-V - Second Level Address Translation Extensions Yes
Hyper-V - Virtualization Enabled in Firmware Yes
Hyper-V - Data Execution Protection Yes

[ub6424]

Hello @norockle1 

(1) Download and install BIOS Update

HP Notebook System BIOS Update

F.46 Rev.A

12.9 MB

Aug 31, 2022

Download

Why should you install the update ?

https://support.hp.com/us-en/document/ish_4123786-2338478-16

Quote: "

Updating the BIOS is recommended as standard maintenance of the computer. It can also help resolve the following issues:

• An available BIOS update resolves a specific issue or improves computer performance.
• The current BIOS does not support a hardware component or a Windows upgrade.
• HP Support recommends installing a specific BIOS update.

"

(3) Reboot

(4) Let BIOS be installed until it's completely done !

(5) Start Windows <Device Manager>

- Expand <Biometric devices>

- Expand <Cameras>

- Expand <Imaging devices>

- Expand <Sound, video and game controllers>

--->>> Send screenshot

(6) Please report your results

[norockle1]

I updated the BIOS as instructed.  There is no change to report.  The response I got when trying to initiate Windows Hello Facial recognition was, "Sorry, something went wrong  Couldn't turn on the camera.  Make sure it's working properly."  I have attached the screen shots of the device manager (with the device expanded as requested), and a screenshot of the response when initiating Windows Hello Facial recognition.

Following the BIOS update (screenshots shown above) and attempt to initiate Windows Hello Facial recognition, I uninstalled the Biometric devices and drivers shown in the screenshot, as well as the cameras.  I then restarted the laptop.  The results were the same as before.

[ub6424]

Hello @norockle1 

Thanks for reporting.

Recommendation and solution

You should downgrade to Windows 10 because Windows 11 has not been officially tested and released by <HP> and there are no drivers available.

Need help downgrading or reinstalling Windows 10 ?

Kind regards

[norockle1]

Both HP and Microsoft support have had me doing various forms of updates and upgrade gymnastics for hours and hours.  Now you tell me I should go back to Windows 10 and this after trying for three days to update, repair, and install things?  Microsoft  gave-up and instructed me to update to Windows 11 because that would "solve all my problems"?  That sounded authoritative.  I don't know how to downgrade as no one has ever thought that to be the solution.  Next, I'll have to go back to Windows 98 or 3.0.  I'm fine with the suggestion to downgrade but I can't  yet acknowledge this as being the solution.  It seems to me that the real solution is to do a clean install of Windows 10.  I'm reluctant to do so because  then I would have to spend countless hours reinstalling licensed software.  This requires publisher's permission to do so after something like a system hardware failure.   I'm disappointed that HP can't prepare and release the correct drivers to solve this problem, or am I the only one still trying to see it work?  Anyone else at HP have an opinion here?

[ub6424]

Hello @norockle1 

You could have written with me earlier, but fate wanted us to get together now...

Start from the beginning ...

(1) Backup < ALL > personal data (documents/pictures/videos etc...) to external <USB hard drive>

(2) Please reinstall your operating system !

You need (another Windows computer) to prepare bootable <USB flash drive>

 An unused or empty USB flash drive with at least 32 GB storage capacity is required.

HP Consumer PCs - Using the HP Cloud Recovery Tool in Windows 11 and 10

Take time and follow

https://support.hp.com/us-en/document/ish_4511095-4511141-16

( All Software and drivers from HP are included )

Information: Your product number is supported: 5VV31AV

(3) Please report your results