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SUPPORT COMMUNICATION- CUSTOMER NOTICE

Document ID: c05377979

Version: 5

Notice: HP ENVY 34c 34-inch Media Display and HP EliteDisplay S340c 34-inch Curved Monitor - Using the Windows Hello Facial Recognition Feature

Notice:: The information in this document, including products and software versions, is current as of the release date.The information in this document is subject to change without notice.

Release date : 19-Jan-2017

Last updated : 19-Jan-2017

Potential Security Impact:
The HP ENVY 34c 34-inch Media Display and the HP EliteDisplay S340c 34-inch Curved Monitor have a built-in IR camera that can be used for the Windows 10 facial recognition feature (Windows Hello).
There may be issues with setting up Windows Hello including the following:
Issue 1:
After installing the IR camera driver and running the Hello setup process, the computer's builtin in webcam may stop working. This issue is caused by a conflict between the Hello IR camera (on the monitor) and the computer's built in webcam.
Issue 2:
The Hello setup process may fail because with one of the following symptoms:
  • "Not enough USB Controller resources" error message appears when setting up
  • The Hello setup process hangs (no indication of progress)
Issue 3:
When the PC goes into sleep mode, upon recovery the IR camera will not restart. Windows displays a message that it is starting the camera, or cannot start the camera, and the Hello functionality is not enabled.
Issue 4:
When Hello does not recognize the users face, or cannot start the camera after the PC has been rebooted.
Issue 5:
When using a laptop with a built in webcam, Skype may not allow the user to select the monitor webcam.
Issue 6:
When using two S340c/ENVY34 monitors, Skype may not allow you to select the webcam of the second monitor.

Source:HP, HP Product Security Response Team (PSRT)

Details
Setting up Windows Hello and resolving possible issues.
Setting up the display
  1. The webcam must be in the up position. If it is not, press down and release to raise it.

  2. Connect the display and install the software that came with it.
  3. Connect to the internet and run Windows Update (this will install the latest drivers).
  4. On the computer, go to Settings > Account > Sign-in Options > Windows Hello to enable the feature. As part of the setup process, you must set a PIN code.
  5. Once the Windows Hello feature is enabled, there is a training process that must be completed. Sit so that you are centered in the screen with your face about 1 meter (inches ) from the display while performing the training exercise.
Resolving Issue 1: Prerequisites
To use the IR camera in the displays for Windows Hello facial recognition, make sure the following pre-requisites are met and then complete the steps for setting up the display.
  1. The computer must be running Windows 10 (Windows 7 and Windows 8 do not support Windows Hello facial recognition).
  2. A driver must be installed to enable the Hello support (The Windows Hello Webcam driver is installed on Windows Anniversary Update and earlier versions of Windows 10. The Windows 10 v1703 Hello Webcam driver is installed on the Creators Update and later versions of Windows 10.). If needed, this driver can be automatically downloaded using Windows update after the monitor is installed. The driver is also included on the documentation CD and can be downloaded from hp.com/support:
    SoftPaq Description
    Release Notes
    Download SoftPaq
    Microsoft Windows Hello Webcam Driver for HP Displays
    Version: 2.00
    Revision: A
    Microsoft Windows 10 v1703 Hello Webcam Driver for HP Displays
    Version: 2.10
    Revision: A
    NOTE: A more recent version of this software may be available. Check for newer versions at http://www.hp.com/drivers..
  3. If the computer already has Windows Hello support (built-in IR camera), the PC camera must be disabled in Device Manager before the camera on the display can be used.
Resolving Issue 2: Update the monitor webcam firmware and re-run Windows Hello setup
  1. Download the RGB Camera firmware update tool from hp.com ( sp81543.exe).
  2. Run the firmware update tool on the PC connected to the monitor.
  3. Unplug the power adapter from the monitor for 30 seconds, and then reconnect.
  4. Reboot the PC.
Resolving Issue 3: Set the monitor "Power Mode" to "Performance"
  1. Open the Main-Menu of the monitor OSD.
  2. Select "Power Control" in the Main-Menu.
  3. Select "Power Mode" in the "Power Control" menu.
  4. Enable "Performance" mode. This keeps the monitor USB electronics active in Sleep and Off modes.
Resolving Issue 4: Disable Windows Hello and the run the Hello setup again
  1. Select Settings > Account > Sign-in Options > Face Recognition then click the Remove button.
  2. Select Settings > Account > Sign-in Options > Windows Hello > Face, then click the Setup button.
Resolving Issue 5: Update the monitor webcam firmware and update Skype settings.
  1. Download the RGB Camera firmware update tool from hp.com ( ).
  2. Run the firmware update tool on the PC connected to the monitor.
  3. In Desktop mode, right-click on the Windows Menu (lower left corner of screen) and select Device Manager.
  4. Expand Imaging Devices.
  5. Right-click HP HD Camera (or similar device), and select Remove.
  6. Reboot the PC.
  7. Open the Skype settings menu and select the HP Display Camera monitor webcam.
Resolving Issue 6: Work around the issue by disconnecting the first webcam.
  1. Push-down the webcam module for the first monitor so it is in the down and locked position (hidden). If both webcams are still visible in Skype, disconnect the USB cable to the PC for the first monitor.
  2. Open the Skype settings menu and select the (second) monitor webcam.
  3. Reconnect the USB cable for the first monitor if needed.

Hardware platforms affected : HP ENVY 34c 34-inch Media Display, HP EliteDisplay S340c 34-inch Curved Monitor

Operating systems affected : Not applicable

Software affected : Not applicable

Support Communication Cross Reference ID : IA05377979

HP Inc. shall not be liable for technical or editorial errors or omissions contained herein.The information provided is provided "as is" without warranty of any kind.To the extent permitted by law, neither HP or its affiliates, subcontractors or suppliers will be liable for incidental, special or consequential damages including downtime cost; lost profits; damages relating to the procurement of substitute products or services; or damages for loss of data, or software restoration.The information in this document is subject to change without notice.HP Inc. and the names of HP products referenced herein are trademarks of HP Inc. in the United States and other countries.Other product and company names mentioned herein may be trademarks of their respective owners.

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