face recongnition camera not working

[dachosentee]

I just bought my envy x360 convertible laptop but face recongnision camera doesnt seem to be working anymore. FAce recongnition was like the first line password to my laptop but not working anymore ..any idea what to do?

[Dvortex]

Hello, @dachosentee – Greetings!
 

Thanks for accessing the HP Support Forums for extra support! I see that you are experiencing issues with the face recognition software with your Envy x360. I will do my best to assist you with this issue 🙂

I would suggest to download and install the software patch as mentioned here: http://hp.care/2eJPlIo

Please let me know if this resolves the issue, or if you require further assistance.

Cheers 🙂
 

Please click "Accepted Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!

[dachosentee]

Hi  thanks for your reply but the solution did not solve the problem there was an error message "The installer failed to detect an Intel® RealSense™ 3D camera on this system. The installation was terminated"

[Dvortex · Accepted solution]

Hello @dachosentee,

Thanks for the update. Let's try the below 3 solutions:

Solution 1 – Turn off Fast Startup;

• Type "power options" in the Search box, and open Power Options.
• Select "Choose what the power buttons do".
• Click on "Change settings that are currently unavailable".
• Uncheck the checkbox next to "Fast Startup".
   

Solution 2 – Reinstall Windows Hello drivers:

• Go to Search, type device manager, and open Device Manager.
• Find your Windows Hello driver, right-click on it, and select Remove driver software….
• Restart your computer.
• One the next startup, Windows 10 should automatically detect Windows Hello, and install the latest driver for it.
• Once Windows 10 installs the driver again, try running Windows Hello to see if the issue is resolved.
   

Solution 3 – Run Windows 10 Troubleshooter:

• Go to Search, type troubleshooting, and open Troubleshooting.
• Go to Hardware & sound section of the troubleshooter.
• Now, click on Hardware & devices.
• The troubleshooter will start, so wait for the process to finish, and follow further on-screen instructions.
• If the troubleshooter found a problem with Windows Hello, it will automatically fix it.
• Restart your computer.
   

Let me know how that goes. Thank you!

Cheers 🙂
 

Please click "Accepted Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!

[dachosentee]

hi this solution still did not work, the camera is not starting at all....

[Dvortex]

Hello @dachosentee,

I understand the face recognition is not working, but how about the webcam itself? Is the webcam / camera is working if you use skype or any other such application? Let me know.

If the webcam is not working for any application, then I would suggest to troubleshoot on the webcam first. You can check the steps here: http://hp.care/2fw1oby

Let me know if that helps!

Thank you

Please click "Accepted Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!

[dachosentee]

Thanks DVortex i tried solution 2 again and its now working fine

[aidan1]

Option 2 worked for me.   I was not clear exactly how to make sure I only deleted the driver and a separate link helped me here: https://docs.microsoft.com/en-us/windows-hardware/drivers/install/using-device-manager-to-uninstall-....   Also when I restarted after deleting the driver, I still got the same error message 'camera not available' .  However I  'shut down' a second time and this  time the camera started working again.   

[s0meb0dy]

Solution 3 worked like a charm. Thanks a ton!! It not only fixed the face recogition/webcam problem, but also a problem I was having with  adjusting brightness by clicking on the battery icon.