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11-13-2016 10:30 AM
I have enabled 'Windows Hello' on this new laptop. About half the time I open it or turn it on, the unlock screen displays a message 'Getting ready...'. After about 30 seconds, it displays the message, 'Couldn't turn on the camera.' I updated the driver for the 'HP IR Camera', with no improvement.
Can anyone help diagnose or solve this problem?
11-14-2016 01:54 PM
Welcome to the HP Forums!
Thank you for posting your query in this forum, it's a great place to find answers.
I understand that you are unable to use the windows hello feature on your computer.
I’d love to help!
Windows hello feature is not supported on your computer. Go through the link below from Microsoft to know more about the windows hello feature and how it works.
Hope that answers your question.
Take care. Cheers!
I am an HP Employee
11-15-2016 09:38 AM
Thanks for the response. It seems that you are talking about the older Spectre X360. Mine is the new model, w13-023dx. It is compatible with Windows Hello, it was just that more than half the time, it displayed the 'Couldn't turn on the camera' message.
Yesterday, I uninstalled, then reinstalled the HP IR Camera and then updated the driver. Since I did that, I haven't had an instance where I encountered the error message, just a couple of times that the camera couldn't recognize me (off-angle).
The problem seems to have resolved itself.
11-15-2016 11:24 PM
Does this happen after upgrade the windows? If yes, you need to update your IR webcam driver. Go to HP support website to download the latest IR camera driver.
If this fixes the issue, pls give me a kudos!
I work for HP
03-09-2017 01:22 PM
"Yesterday, I uninstalled, then reinstalled the HP IR Camera and then updated the driver" - @mrschwarz can you explain in more detail your procedure for this unsintall and reinstall? I assume you don't mean the hardware. If you uninstalled the device from Device Manager, how did you do the reinstall? Thanks for the clarification!
03-12-2017 09:28 AM
I'm also getting the "Couldn't Turn On Camera" error when logging in on a NEW Spectre x360. Windows Hello has worked fine until ( at least I think this is when it started ) I ran the HP Support Assistant and got a bios update on 3/11/2017.
Since then, I think, Windows Hello may or may not work. From a cold boot, it does not work. From a wake up, it seems to work.
Is there anything that can be done? Roll back the BIOS update? Suggestions?
03-13-2017 06:19 AM
Thank you for visiting the HP Forums! A great place where you can find solutions for your issues, with help from the community!
I understand you have issues turning on windows hello camera on your PC.
Did you make any software or hardware changes on your PC?
Don't worry I will try to help you out.
As you mentioned after updating the BIOS you have issues with windows hello camera.
Please provide the product number of your PC to assist you better.
I have checked the records and found there is a known article regarding this issue.
The camera does not work at the Windows Hello screen. A dialog appears stating camera getting ready, then shortly after, a message appears stating can't turn on the camera. This occurs after upgrading from the Windows 10 November Update (TH2 OS build: 10586) to the Windows 10 Anniversary Update (RS1 OS Build: 14393)
Try updating the HP IR Camera Driver to Version: 10.0.10586.11211.
Link to update HP IR Camera Driver.
If the issue still persists after updating the driver, try rolling back bios on your PC. Refer this article to know more information about rolling back BIOS.
Let me know if this works!
Have a wonderful day ahead! 🙂
I am an HP Employee