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Honor Student
Posts: 3
Member Since: ‎06-30-2016
Message 1 of 4 (2,573 Views)

Windows Hello not available on new ENVY X360 with IR Camera

Product Name: HP ENVY X360
Operating System: Microsoft Windows 10 (64-bit)

I just received my HP ENVY X360 (T5K88AV). I ordered it with the HP Truevision IR HD camera, which according to the HP website, supports Windows Hello. However, I see no option under Settings > Accounts > Sign-In for it.

 

I spent an hour with HP Support Chat and let him remote in to take a look. He said it looked like no IR camera was installed. We tried installing the driver for it with no success.

 

Is there something I am missing? Is the HP IR camera known to work with Hello? Or is there something wrong with my hardware or drivers?

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Member Since: ‎01-29-2009
Message 2 of 4 (2,560 Views)

Re: Windows Hello not available on new ENVY X360 with IR Camera

Hi,

 

Please check the following article for other machines but same hardware for camera:

 

    http://support.hp.com/ca-en/document/c04531694

 

Regards.

BH
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Honor Student
Posts: 3
Member Since: ‎06-30-2016
Message 3 of 4 (2,552 Views)

Re: Windows Hello not available on new ENVY X360 with IR Camera

[ Edited ]

I don't think it has the Intel RealSense camera, though. There is no app for it on my computer.

 

I ordered the laptop here:

http://store.hp.com/us/en/ConfigureView?catalogId=10051&urlLangId=&langId=-1&storeId=10151&catEntryI...

 

The options I selected for the camera and display were:

  • 15.6" diagonal FHD IPS UWVA edge-to-edge glass (1920 x 1080) Touchscreen (for IR Camera)
  • HP TrueVision HD IR Camera with Dual Digital Microphone, support Windows Hello
Honor Student
Posts: 3
Member Since: ‎06-30-2016
Message 4 of 4 (2,496 Views)

Re: Windows Hello not available on new ENVY X360 with IR Camera

Just a quick follow-up to my issue.

 

I ended up exchanging the laptop because it had arrived with a large dent below the keyboard. My new one (same model number) arrived yesterday, and Windows Hello works as it should.

 

So my guess was that the camera was damaged or defective on the other one.

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