HP PC running Windows 11, Windows Hello Facial Recognition might suddenly stop working and display:
“This option is currently unavailable.”
The issue can occur even when facial recognition previously worked correctly. In some situations, facial recognition might continue working under another Windows account while being unavailable under the affected account.
Causes
This condition can be associated with:
An infrared (IR) camera driver that is not functioning correctly.
A camera or IR camera driver issue after a Windows update.
Corrupted or invalid Windows Hello facial-recognition configuration.
A problem with the Windows Hello PIN configuration.
Trusted Platform Module (TPM) information associated with Windows Hello.
The webcam being disabled by the camera privacy control.
A system configuration that does not include an IR camera.
Windows Hello facial recognition requires a compatible infrared (IR) camera. A standard RGB webcam alone does not provide Windows Hello facial-recognition capability.
Troubleshooting Steps
1: Restart the Computer
Save any open files.
Select Start > Power > Restart.
Sign back into Windows.
Open Settings > Accounts > Sign-in options.
Expand Facial recognition (Windows Hello).
Check whether the facial-recognition setup option is available.
If the message “This option is currently unavailable” remains, continue to the next step.
2: Check the Webcam Privacy Control
Some HP notebooks include a physical webcam privacy switch, privacy cover, or webcam shutter key.
Check around the camera for a privacy cover and make sure that the camera lens is uncovered.
Check the sides of the notebook for a webcam privacy switch.
Check the keyboard action-key row for a webcam shutter key.
If the webcam shutter indicator light shows that the webcam is disabled, press the webcam shutter key to enable it.
Open the Windows Camera app.
Verify that the camera displays an image.
Return to Settings > Accounts > Sign-in options and test facial recognition again.
3: Check the IR Camera in Device Manager
Windows Hello facial recognition requires compatible IR-camera hardware.
Right-click Start.
Select Device Manager.
Expand Cameras or Imaging devices, depending on the Windows configuration.
Look for the camera or IR-camera device.
Check whether a warning symbol appears next to the camera.
If an IR-camera device is present but facial recognition remains unavailable, continue with the driver reinstallation procedure.
If no IR-camera hardware is available on the PC, Windows Hello Facial Recognition cannot be configured.
4: Reinstall the IR Camera Driver
HP recommends reinstalling the IR-camera driver when Windows Hello facial recognition stops working.
Search Windows for Device Manager and open it.
Expand Imaging devices or the applicable camera category.
Right-click the IR camera.
Select Uninstall device.
If the option is displayed, select Delete the driver software for this device.
Select Uninstall.
Go to HP Software and Driver Downloads.
Enter the exact HP PC model or product number.
Locate the available camera or IR-camera driver for the installed version of Windows.
Download and install the applicable HP driver.
Shut down the computer completely.
Turn the computer back on manually.
Open Settings > Accounts > Sign-in options.
Test Facial recognition (Windows Hello).
Using the driver listed for the exact HP product helps ensure that the camera hardware and Windows have the appropriate software interface.
5: Remove the Existing Facial Recognition Configuration
A damaged Windows Hello facial-recognition profile can prevent the feature from becoming available.
Open Settings.
Select Accounts.
Select Sign-in options.
Expand Facial recognition (Windows Hello).
Select Remove, if available.
Restart the computer.
Return to Settings > Accounts > Sign-in options.
Select Facial recognition (Windows Hello).
Select Set up.
Follow the displayed instructions to register the face again.
If facial recognition cannot be configured again, continue to the next step.
6: Remove and Re-create the Windows Hello PIN
HP's Windows Hello troubleshooting procedure includes removing both facial-recognition and PIN sign-in information when the problem continues.
Before removing the PIN, make sure the Windows account password is known.
Open Settings.
Select Accounts > Sign-in options.
Remove Facial recognition (Windows Hello) if the Remove option is available.
Expand PIN (Windows Hello).
Select Remove.
Select Remove again to confirm.
Enter the account password when prompted.
Restart the computer.
Return to Settings > Accounts > Sign-in options.
Configure the Windows Hello PIN again.
After the PIN has been configured successfully, select Facial recognition (Windows Hello).
Select Set up.
Follow the on-screen instructions to register the face.
The Windows Hello PIN serves as a backup sign-in method and is part of the facial-recognition setup process.
7: Install the Latest HP Camera and System Drivers
If facial recognition remains unavailable, check HP Software and Driver Downloads for the exact computer model.
Open HP Software and Driver Downloads.
Identify the HP computer using its product name, product number, or serial-number detection option.
Select the installed operating system.
Review applicable driver categories.
Install available HP updates associated with the camera, chipset, and other applicable system components.
Installing drivers intended for another HP model is not recommended. Use the downloads listed for the exact product whenever available.
8: Clear the TPM Only If the Previous Steps Do Not Resolve the Problem
HP includes clearing the Trusted Platform Module (TPM) as an advanced Windows Hello troubleshooting procedure.
Important
Back up important data before clearing the TPM.
Security features such as BitLocker can depend on information stored in the TPM. HP recommends backing up data and suspending or disabling applications and security features that use the TPM before performing this procedure. Make sure required BitLocker recovery information is available before proceeding.
General procedure:
Back up important files.
Suspend or disable security applications that use the TPM, including BitLocker when applicable.
Restart the computer.
Repeatedly press Esc, approximately once per second, until the HP Startup Menu appears.
Press F10 to enter the BIOS Setup Utility.
Review the applicable Security or System Security settings.
Save any required changes and exit BIOS.
Sign in to an administrator account.
Search Windows for Run and open it.
Enter tpm.msc and select OK.
In TPM Management, select Clear TPM.
Restart when prompted.
Follow the on-screen instructions to complete the TPM clearing process.
Restore any security settings that were changed before clearing the TPM.
Configure the Windows Hello PIN again.
Open Settings > Accounts > Sign-in options.
Select Facial recognition (Windows Hello) > Set up.
Follow the instructions to register the face.
Restart the computer and test Windows Hello facial recognition.
Because BIOS options differ among HP computer models, follow the settings available for the specific product.
9: Test the Windows Account
If facial recognition works correctly under another Windows account but remains unavailable under one particular account, the camera hardware is less likely to be the source of the problem.
After reinstalling the IR-camera driver, remove and recreate the affected account's Windows Hello facial recognition and PIN configuration using the procedures above.
10: Reset Windows as a Last Resort
If Windows Hello facial recognition continues to fail after completing the HP troubleshooting procedures, HP documentation lists resetting Windows as a final recovery option.
Before resetting Windows:
Back up all important personal files.
Confirm that important passwords and recovery information are available.
Make sure important applications can be reinstalled.
A Windows reset reinstalls the operating system and should be considered only after the camera-driver, Windows Hello, PIN, and TPM troubleshooting procedures have been completed.
