Windows Hello Face Recognition does not work. The (IR) camera might not turn on, the feature might hang, or one of the following error messages might be displayed.
Sorry, something went wrong. Couldn't turn on the camera. Make sure it's working properly.
Sorry, something went wrong. Please sign in with your PIN.
This issue sometimes occurs after a Windows update.
If you have never set up Windows Hello Face Recognition and the option to set up the feature does not display in Settings, make sure that your PC has an IR camera. The option to set up Face Recognition is not available if the PC does not have an IR camera.
To resolve this issue, use the following procedures.
Reinstalling the IR camera driver might resolve the issue. Uninstall the driver in Device Manager, and then reinstall the driver from HP Customer Support.
In Settings, remove your Face Recognition and PIN settings from the sign-in options.
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.
Clearing the TPM can result in data loss. Back up all important data (such as personal files, photos, videos, documents, applications, software) before beginning to avoid any possibility of losing your data. See HP PCs - Back up your files (Windows 11, 10).
Use the sign-in options in Windows Settings to add a PIN and set up Face Recognition.
If the issue persists, recover the computer back to its original configuration.
Microsoft provides a reset feature that repairs your computer by reinstalling the operating system. Before using this option, make sure you back up all your important files.
Go to HP PCs - Reset the computer for more information.