Windows Hello Set Up - Camera produces blurry image during set up.

[RR-15]

Since the fingerprint option only works 1/2 the time, I wanted to set up Windows Hello facial recognition. 

Going through set up, it recognizes a camera (doesn't say which one). However, the image set up screen is totally blurry - as if a black cloth was covering the lens - and therefore it fails to capture an image and won't complete the set up. 

Aside from the native HP Truevision camera, I have a Logitech 930c webcam set up as an external camera. The Device Mgr also shows an IR camera. There is also a third camera (USB2.0 FHD UHV) listed but that is not plugged in, and I have also disabled that. All drivers on all cameras are up to date. I have also tried to remove and reinstall the IR camera following some of the community advice. I also tried to disable the Logitech camera but that didn't help either. 

(side rant for those that are naive like me. While I purchased the device new on Amazon last January, HP told me that the warranty had already expired in 2024 - dating the device back to 2023. To Amazon, "new" means "unused" and has little to do with age)

[Garp_senchau]

@RR-15, Welcome to HP Support Community,

Thank you for posting your query; I’m here to help by guiding you through steps to resolve this issue

It seems like Windows Hello might be using the wrong camera or there could be an issue with how the camera is set up. 

First, check which camera is being used by disabling other cameras in Device Manager, leaving only the IR camera enabled, which is required for facial recognition. Try uninstalling and reinstalling the IR camera driver as well. Also, make sure camera permissions are enabled in Settings > Privacy > Camera.

You could also try setting up Windows Hello with just one active camera to simplify the process. If none of these work, you could remove and reinstall the Windows Hello setup under Settings > Accounts > Sign-in options.

If you're using third-party software for your webcam, try disabling it temporarily to see if it helps.

I hope these steps help resolve the issue

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

Did we resolve the issue? If yes, Please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going! 

Regards,