HP PCs - Troubleshooting Windows Hello Face Recognition

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note:

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 your PC has an IR camera. The option to set up Face Recognition does not display if the PC does not have an IR camera.

1. Using the search box on the taskbar, 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, 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.

1. Click Start , and then click Settings .
2. Click Accounts.
   
3. On 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.
   

  caution:

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 Backing Up Your Files (Windows 10, 8) for more information.

1. Disable or suspend all apps that use the TPM, for example, BitLocker.
2. Restart the computer and press Esc repeatedly, about once every second, until the Startup Menu opens.
3. When the Startup Menu displays, press F10 to open BIOS Setup.
4. Use the right arrow key to choose 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. Refer to the documentation that came with 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. Using the search box on the taskbar, search for and open Run.
9. In the Open field, type tpm.msc, and then click OK.
   If a User Account Control window displays, click Yes.
   The TPM management window opens.
   
10. In the Actions section, click Clear TPM.
    
11. Click Restart.

    note:

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

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

1. Click Start , and then click Settings .
2. Click Accounts.
   
3. On 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 MSA).
   
   
6. Type in 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 displays, position yourself so your face displays in the center of the window, and then hold still until the All set! window displays.
11. Click Close.