We couldnt find a camera compatible with windows hello face

[kjg849]

My Windows11 Hello facial recognition recently stopped working. - couldnt turn on camera.   After much poking and prodding Windows Hello sign in options now says We couldnt find a camera compatible with Windows Hello Face.  I uninstalled the biometric driver - no joy.  The IR driver shows in device manager.  The camera works fine in other apps.  Windows community is no help.  They refuse to recognize any problem other than your camera is not IR.  I suspect a windows update broke Hello.  Please recognize you have a problem and say you are working on it so us customers can stop uselessly spinning our wheels and can patiently wait for ya'll  to fix it or point us to an IR or biometric driver that solves this problem..

Not my first windows update circular firing squad.

kjg

[Nal_NR]

Hi @kjg849,

Welcome to the HP Support Community. 

I'd be glad to help you! 

I'm sorry you're experiencing this frustrating issue with Windows Hello facial recognition. It can be incredibly disheartening when a feature you rely on stops working, especially after updates. Let’s try to get this resolved for you.

• Did this issue start immediately after a specific Windows update or any other system change?
• In Device Manager, does the IR camera appear under Cameras or Biometric Devices, and is there any warning symbol (e.g., a yellow triangle)?
• Have you checked for updates from your device manufacturer for a specific IR camera or biometric driver?
• Have you made any changes to your current OS?

Let's try these steps. 

Check Windows Update for Optional Updates:

• Go to Settings > Windows Update > Advanced options > Optional updates.
• Look for updates related to camera or biometric devices and install them. Restart your system and check if Windows Hello works.

Reinstall the IR Camera Driver:

• Press Win + X, then select Device Manager.
• Locate your IR camera (under Cameras or Biometric Devices), right-click it, and select Uninstall Device.
• Restart your system. Windows should reinstall the driver automatically. Test Windows Hello after reinstalling.

Manually Update the IR Camera Driver:

• Visit the HP website for your device and download the latest IR camera driver for Windows 11.
• Install the driver and restart your system. Then, go to Settings > Accounts > Sign-in options and try to set up Windows Hello Face again.

Run the Hardware and Devices Troubleshooter:

• Press Win + R, type msdt.exe -id DeviceDiagnostic, and press Enter.
• Follow the instructions to detect and fix hardware issues. Restart and check if the IR camera is detected by Windows Hello.

Roll Back or Uninstall Recent Updates:

• If the issue started after a Windows update, you can roll back the update:
  • Go to Settings > Windows Update > Update history > Uninstall updates.
  • Identify and uninstall the most recent update affecting biometric devices or camera functionality. Restart your system and test Windows Hello.
    
     

If the current operating system is not listed on the HP website, it may indicate a compatibility issue. You might need to continue using your previous operating system version

Hope this helps! Keep me posted for further assistance

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