problems with hello face .. camera is not compatible

[Somayah]

Hi I bought my HP Envy x360 laptop which has a windows 11 and set everything up. For the sign-in options I added my fingerprint which worked fine but every time I try and press the facial recognition (Windows Hello) option it would not allow me access to it. It keeps saying that the camera is not compatible with Windows Hello face.

could I kindly request some assistance with this

Many thanks

[Dragon-Fur · Accepted solution]

@Somayah 

Welcome to the HP User Community.

Facial Recognition requires a high-grade IR type webcam.

Short Answer

It is likely none of the models in this series include the IR camera option

Maintenance and Service Guide

Page 2

Yeah, but...

Method - Check your computer to find the type of camera

Control Panel > icon view > Device Manager 

Open Category Cameras

Method – Check Settings for “Windows Hello Face”

Settings > Accounts > Sign-in Options

If Windows Hello is not available, you will see a message:

Windows Hello Face

This options is currently unavailable - click to learn more

Click to “Learn More” and see message:

We couldn’t find a camera compatible with Windows Hello Face 

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Lots more information...

Long Version

There are many, many models in this series:

Category Product Information > Topic Specifications

For example, this model (selected from the list) does NOT include the IR camera (and does not support facial recognition)

HP ENVY x360 Convert 15-eu0000nb Product Specifications

Webcam

HP Wide Vision 720p HD camera with camera shutter and integrated dual array digital microphones

Open the Specifications document for your model to check your webcam / camera

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

What else?

For those reading -

What about the camera that came with the computer?

Your computer may not have the required IR camera needed for Hello Face.

IR camera is a specialty device and is not standard on all new computers.

Things that are “Face” / Facial Recognition

Start Here >> Known Solutions:

HP PCs - Troubleshooting Windows Hello Face Recognition

and / or

Determine your computer model / Product Name

Finding your Product Name, Product Number, or Serial Number

OR

Open Support Home

Enter the name of your device

Next...

Windows Face logon requires the high-grade IR camera

Hello Face requires that your particular computer include the correct type of camera to support the "Face" feature.

Use one or more of the following methods to check whether your camera supports the feature.

Method – Use PartSurfer to check the components in your computer

PartSurfer might be able to tell you exactly which parts came with your computer.

• For best results, use the Serial Number for your search
• Reminder:  Do NOT post private information (including serial number) here on the Community)

 Open PartSurfer

• Select your Country
• Search for your computer / printer / device >> See HINT
• Need Help?  Tab Self help > find and open the User Guide and FAQ

How to use PartSurfer:

• Select your region / country - PartSurfer must know your general location
• Enter your device Product Number , Serial Number, or Part Number in the Quick Search box
• HINT: To see a system-specific list, replace the Product Number with your device Serial Number
• Items accompanied by a tiny box in the Add-to-Cart column are available for purchase

Parts marked as "n/a" (or are missing from the list) are not available from HP.

Parts marked as available for purchase might be available > CHECK:  HP Parts Store

OR

When HP does not provide the part for retail purchase,

Use your search engine to find a compatible part number replacement at your favorite online store.

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

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 Drivers / Software and BIOS, 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

 Product Home

Enter the device type and model name of your HP device

HP ENVY x360 15.6 inch 2-in-1 Laptop PC 15-eu0000 (267R8AV) 

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