Windows Hello on new Windows 11 laptop not working

[viorick]

I just purchase a Zbook Firefly laptop that was supposed to have had Windows 11 preinstalled but it wasn't, it came with Windows 10 Pro. I selected the Windows 11 Pro upgrade and since then the Windows Hello facial recognition does not work. I have spent numerous hours trying every option suggested in this forum and via Google search with no luck. I"m getting ready to send the laptop back and request that I get a new laptop that has Windows 11 Pro installed as purchased. But if someone can help me fix this quickly I'll stick with this laptop.
Thanks,

Rick 

[Dragon-Fur]

@viorick 

Welcome to the HP Community --

We are a Peer-to-Peer Forum for people who use HP Technology.

According to the Specifications, the system should have come with Windows 11.

•  HP ZBook Firefly 14 inch G9 Mobile Workstation PC specifications

Windows 10 is only available as a downgrade option.

That said, there are not any Windows 10 OS drivers available for Windows 10 in Software and drivers for HP ZBook Firefly 14 inch G9 Mobile Workstation PC (4C3U6AV) 

Not sure how you ended up with Windows 10 at purchase.

The three models I checked at the Store/HP.com USA Sales all show Windows 11 as the Operating System.  This includes the two lower end models and the higher end model  - HP ZBook Firefly 14 inch G9 Mobile Workstation PC - Wolf Pro Security Edition 

Sounds wrong that you would be able to purchase a current-new-in-box Zbook Firefly 14 with an old OS installed.

Were it mine to do, I'd check with the merchant that sold you the device.

I'd return a system pre-loaded with the wrong Operating System version.

Check with the merchant's return policy.

HP Device Home Page - References and Resources

Learn about your Device - Solve Problems

When the website support page opens, Select (as available) a Category > Topic > Subtopic

NOTE: Content depends on device type and Operating System

Categories: Alerts, Warranty Check, HP Software / Drivers / Firmware Updates, How-to Videos,

Bulletins/Notices, How-to Documents, Troubleshooting, Manuals > User Guide, Service and Maintenance

Guide (Replacement Parts and Procedures), Product Information (Specifications), more

Open

HP ZBook Firefly 14 inch G9 Mobile Workstation PC (4C3U6AV) 

Thank you for participating in the HP Community --

People who own, use, and support HP devices.

Click Yes to say Thank You

Question / Concern Answered, Click my Post "Accept as Solution"

[viorick]

Thanks for your response. I just sent my salesperson, purchased directly from HP, that I'm not happy that I'm dealing with this laptop having the wrong Windows OS pre-installed. Almost makes me believe that this was a previously returned laptop. But if I can get the Windows Hello working I'm fine, otherwise I will return and try again with a new laptop. My preference is to just get it working. It doesn't seem like it should be that difficult so hoping that someone else had to deal with Windows Hello not working on Windows 11 and has an easy solution.
Rick

[Dragon-Fur]

@viorick 

You are welcome.

Sure -- if you "got a deal" on the system and you are happy with it, then keeping it "as is" is perhaps acceptable in your situation.

Not sure what to offer after you have "tried everything".

There are a limited number of troubleshooting options.

OK, one more try and then making way for "someone else"...

Starting here:

 HP PCs - Troubleshooting Windows Hello Face Recognition

As you know by now, Windows Hello facial recognition requires Windows Updates to be current and installed, the HP Drivers and Software updated / installed, AND an IR camera.

The check for the camera type is made in the Device Manager.

One example - Open the Device Manager and check all hidden / detected items "by Container"

=\=\=\=\=\=\=\=\=\=\=\=\=\=\=\=

Find Stuff in the Device Manager

For example,

Bluetooth

Cellular

Facial Recognition

HP IR Camera

Other hardware…

Example

Control Panel > icon view > Device Manager

Tab View > Check Show hidden devices

Select Devices by container

Note the computer name at the top of the list

Scroll down through the list to the next “computer name” entry

Left-Click (on the name) to expand the list

Device_Manager_Devices_by_Container_1

Alternatively, standard Device Manager check - "By Type"

Device_Manager_Biometrics_2

=========================================

BIOS - Updated / Options / Check - Restore Defaults??

True - this, too, is part of "Everything" - ignore if checked or if not relevant...

If not checked, open the BIOS ( Repeatedly click ESC immediately after starting the computer ),

Check the entries, possibly set the BIOS to Defaults.

Reference  User Guide

Reminder:  Be ratty careful if you decide to touch the TPM -- nothing in this message touches the subject of changing or touching the TPM.

=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=

References / Resources

Business Class Software Update Managers

Client Management Solutions - Overview

HP Client Management Solutions support most HP commercial desktops, notebooks, and workstations.

Client Management Solutions – Manageability Tools

Examples

Single System Management Software – HP Image Assistant

Many newer business (commercial) computers are supported in the HP Image Assistant management grade software. 

Business Class / Commercial Systems – Software / Update Management Solutions

Business Systems - Client Management Solutions (software management)

Scroll down to find the link for HP Image Assistant

HP Image Assistant is an essential tool that provides assistance to IT System Administrators to improve the quality and security of their HP PCs running Microsoft Windows by analyzing, identifying problems, and recommending solutions.

HP Image Assistant can be downloaded at the HP Manageability website.

HP Image Assistant (HPIA)

From the Image Assistant Web page:

HPIA User Guide

HPIA Supported Platforms

HP Image Assistant Installation Path Notes

The software installs into C:\SWSetup\<sp#> where “sp#” is the name of the installation package.

Once installed, (Optionally) PIN the software executable to Windows Start and or Taskbar

Optionally, the software executable can be “sent to Desktop” as a shortcut

When changing versions of the software, links and PINNED shortcuts must be checked and updated manually

For example,

When updating to version C:\SWSetup\sp147281

Before updating to the current / latest version

If you have the older version "Pinned" to Start

Then

Open Windows Start (Windows key)

Find and UNPIN the (old) HP Image Assistant

Open Windows Explorer

Navigate to C:\Users\YourAccount\AppData\Roaming\Microsoft\Windows\Start Menu\Programs

Remove / Delete the link to the older version of the software

If you have an older version icon shortcut set on the Desktop

Either manually remove the old icon / shortcut from the Desktop

OR

Open Windows Explorer

Open / Navigate to your user account.

Open the Desktop Folder

Right-Click on the shortcut and remove / delete the old shortcut

Next,

Download and install the latest version of HP Image Assistant

Next,

For the purposes of this example,

Open File Explorer and Navigate to the new / current path to the software:  C:\SWSetup\sp147281

Find and Right-Click on HPImageAssistant.exe

PIN to Start

Optionally

Send to Desktop (create shortcut)

-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*

Thank you for participating in the HP Community --

People who own, use, and support HP devices.

Click Yes to say Thank You

Question / Concern Answered, Click my Post "Accept as Solution"

[viorick]

Thanks again for your suggestions. I finally got an HP tech support person who knew exactly what the problem was. Since the laptop started out with Windows 10 and that's were I setup Windows Hello, when I upgraded to Windows 11, the settings for Windows Hello in Win 10 are not compatible with Win 11 and it corrupts the registry for the settings. Win 11 doesn't know how to get to the Win 10 settings.

My only choice is to either wipe the laptop and build it with WIndows 11 from scratch or what I have been trying to do is get to HP to replace it with the same machine with WIndows 11 Pro preinstalled as I had purchased. I'm having problems getting HP to replace it, which I don't understand why. They have the same laptop for sale just at a higher price than what I paid for it. So now I have to decide on whether I just return it, partially on principal but also why should I have to spend a couple of more hours fixing their issue and buy a Dell instead.

RIck

[Dragon-Fur]

@viorick 

You are welcome.

Thanks for the update.  

I personally dislike "migrated" systems regardless of the brand or model of the hardware.  The "half-here-half-there" Operating System is not something I want to deal with.  Did that once and was cured of the desire to do it again.  In my case, I did wipe and reload the OS.  Smiling.

Personally, I like the ZBook series very much -- my current "center piece" workstation is a fully packed 17 in. G8.  Nice machine. 

Sure -- if you think the other brand more to your liking, do that.  The brand has a solid fan base.

Thank you for participating in the HP Community --

People who own, use, and support HP devices.

Click Yes to say Thank You

Question / Concern Answered, Click my Post "Accept as Solution"