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HP PCs - Troubleshooting Windows Hello Face Recognition

This document is for HP computers with an infrared (IR) camera and Windows 10.
Windows Hello Face Recognition does not work. The infrared (IR) camera might not turn on, the feature might hang, or one of the following error messages might display:
  • 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.
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.

Step 1: Uninstall and reinstall the IR camera driver

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. 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.
    Uninstalling the IR camera
  3. Select Delete the driver software for this device, and then click Uninstall.
    Selecting Delete the driver software for this device and clicking 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.
Restart your PC by shutting it down and then manually turning it on to see if Windows Hello Face Recognition works. If the issue persists, continue to the next step.

Step 2: Remove the Face Recognition and PIN sign-in settings

In Settings, remove your Face Recognition and PIN settings from the sign-in options.
  1. Click Start , and then click Settings .
  2. Click Accounts.
    Settings window with Accounts selected
  3. On the Settings menu, click Sign-in options.
    Accounts sign-in options
  4. In the Windows Hello area under Face Recognition, click Remove.
    Removing Face Recognition
  5. In the PIN area, click Remove, and then click Remove again to confirm.
    Removing the PIN
  6. Type your password in the Password field, and then click OK.
    Verifying your account password before the PIN is removed
Continue to the next step to clear the Trusted Platform Module (TPM).

Step 3: Clear the Trusted Platform Module (TPM)

Clearing the keys from the 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.
  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.
    Disabling SGX in the Security 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.
    Typing tpm.msc in the Run app Open field
  10. In the Actions section, click Clear TPM.
    Clicking Clear TPM in the TPM Management window
  11. Click Restart.
    note:
    You must be physically present to respond to prompts during the TPM clearing process.
    Clicking Restart in the Manage the TPM security hardware window
  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.
Continue to the next step to set up PIN and Face Recognition settings.

Step 4: Add a PIN and set up Face Recognition

Use the sign-in options in Windows Settings to add a PIN and set up Face Recognition.
  1. Click Start , and then click Settings .
  2. Click Accounts.
    Settings window with Accounts selected
  3. On the Settings menu, click Sign-in options.
    Accounts sign-in options
  4. In the PIN area, click Add.
    Selecting Add in the  PIN area of the Sign-in options window
  5. Type your password in the password box, and then click OK or Sign in, depending on your account type (local or MSA).
    Please reenter your password screen for MSA accounts
    Verifying the account password for a local account
  6. Type in a PIN, confirm it, and then click OK.
    Windows adds the PIN.
    Entering the PIN
  7. In the Windows Hello area under Face Recognition, click Set up.
    Setup under Face Recognition in the Windows Hello area
  8. Click Get started.
    Get started on the Welcome to Windows Hello screen
  9. Type your PIN or password in the PIN or Password field.
    Typing the PIN to verify identity
  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.
    Clicking Close on the All set! screen
Restart your PC by shutting it down and then manually turning it on to see if Windows Hello Face Recognition works. If the issue persists, continue to the next step.

Step 5: Perform a system reset

If none of the above actions resolved the issue, back up your personal data, then reset your computer by reinstalling the operating system. Go to Resetting Your Computer (Windows 10) for more information.
If reinstalling the operating system did not resolve the issue, continue to the next step.

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