HP PCs - Troubleshooting Windows Hello Face Recognition

Reinstalling the IR camera driver might resolve the issue. Uninstall the driver in Device Manager, and then reinstall the driver from HP Customer Support.

1. Search for and open Device Manager.

2. In the Device Manager window, double-click Imaging devices, right-click the name of the IR camera, and then select Uninstall device.

   

3. Select Delete the driver software for this device, and then click Uninstall.

   

4. Go to HP Customer Support- Software and Driver Downloads, and then enter your PC model number.

5. On the Software and driver results page for your PC model, download and install the driver for the IR camera.

   Turn off your PC, and then manually turn it on to see if Windows Hello Face Recognition works. If the issue persists, continue to the next step.

In Settings, remove your Face Recognition and PIN settings from the sign-in options.

1. Search for and open Settings.

2. Click Accounts.

   

3. In the Settings menu, click Sign-in options.

   

4. In the Windows Hello area under Face Recognition, click Remove.

   

5. In the PIN area, click Remove, and then click Remove again to confirm.

   

6. Type your password in the Password field, and then click OK.

   

   Continue to the next step to clear the Trusted Platform Module (TPM).

Clearing the keys from the Trusted Platform Module (TPM} might resolve the issue. Back up your data, disable apps and security features that use the TPM, and then use the TPM management tool to clear the TPM.

1. Disable or suspend all apps that use the TPM, such as BitLocker.

2. Restart the computer and press esc repeatedly, about once every second, until the Startup Menu opens.

3. When the Startup Menu is displayed, press f10 to open BIOS Setup Utility.

4. Use the right arrow key to select Security.

5. In the Security or System Security settings, disable the following security features, if they are listed:

   • Intel Software Guard Extensions (SGX)

   • Intel Trusted Execution Technology (TXT)

   Note:

   BIOS configurations vary. See the documentation for your PC for specific steps to navigate the BIOS and disable the settings.

   

6. Save your changes and exit the BIOS.

7. Sign in to an administrator account.

8. Search for and open Run.

9. In the Open field, type tpm.msc, and then click OK.

   

10. If a User Account Control window is displayed, click Yes.

    The TPM management window is displayed.

11. In the Actions section, click Clear TPM.

    

12. Click Restart.

    Note:

    You must be physically present to respond to prompts during the TPM clearing process.

    

13. Follow the on-screen instructions to clear the TPM.

14. If you disabled security features such as Intel Trusted Execution Technology (TXT) or Intel Software Guard Extensions (SGX) in the BIOS before clearing the TPM, re-enable them.

    Note:

    If the feature was set to Software Controlled, set it to Software Controlled again.

    Continue to the next step to set up PIN and Face Recognition settings

Use the sign-in options in Windows Settings to add a PIN and set up Face Recognition.

1. Search for and open Settings.

2. Click Accounts.

   

3. In the Settings menu, click Sign-in options.

   

4. In the PIN area, click Add.

   

5. Type your password in the password box, and then click OK or Sign in, depending on your account type (local or Microsoft account).

   

   

6. Type a PIN, confirm it, and then click OK.

   Windows adds the PIN.

   

7. In the Windows Hello area under Face Recognition, click Set up.

   

8. Click Get started.

   

9. Type your PIN or password in the PIN or Password field.

   

10. When the camera screen is displayed, position yourself so your face is displayed in the center of the window, and then hold still until the All set! window is displayed.

11. Click Close.

    

    Turn off your PC, and then manually turn it on to see if Windows Hello Face Recognition works. If the issue persists, continue to the next step.