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Windows hello face will not recognize any cameras

Anonymous
2023-08-28T01:23:56+00:00

Hi, I recently built a new PC, been doing it for 25 years or more. I did a clean Windows 10 Pro install, and everything went great and the system works fine ... Except Windows Hello Face.

I have a Logitech Brio 4K UHD that supports Face, and I used it on the previous build and it worked fine. When I try and enable it, I get the "can't find compatible camera" message. I feel like I've tried everything on the Web. I also noticed the "Biometrics Devices" folder in device manager isn't there, despite the camera being present.

This is what I know and what I've tried:

  • Windows update is current on everything, including optional updates
  • The camera works fine for Hello on my Windows 10 and my wife's Windows 11 laptops
  • The driver installed for my camera under "imaging devices" in device manager is the same version as the laptop it works on
  • I've installed the driver several times
  • Removed and re-added the Windows Hello Face optional feature several times
  • Manually installed the INF file in the Windows bio folder several times
  • Enabled several group policies and registry keys per internet suggestions
  • The camera absolutely supports Hello
  • I tried several USB ports on different motherboard controllers
  • I've run the several suggested DISM and SFC command line utilities ... Everything checked out
  • Disabled anti-virus

I'm not going to re-install Windows ... This is a fresh install on an empty M2 drive and I spent the weekend setting it up. Everything else works perfectly.

Any suggestions? I'm out of ideas. Thanks.

Windows for home | Windows 10 | Windows Hello, lock screen and sign-in

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  1. Anonymous
    2023-08-28T15:00:48+00:00

    FINALLY - after trying dozens of options and nothing working, I was able to solve the issue with Option 2 on this page:

    https://www.thewindowsclub.com/biometric-missing-or-uninstalled-biometric-device
    For     some reason, adding HelloFace.inf from the Powershell "pnputil" utility successfully installed the Biometrics driver. Right-clicking the INF and using "install" didn't ... nor did re-adding the optional feature.

    Thanks for trying to help.

    8 people found this answer helpful.
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  2. Anonymous
    2023-08-28T10:06:58+00:00

    Hi, thanks for the suggestions. I'll look into the power settings on the USB hub, however I don't think it's a firmware issue with the camera because the same camera works fine on two other computers. And, I just built this PC from scratch and the same camera was working with windows hello face just fine on my previous build. Hence, the mystery.

    3 people found this answer helpful.
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  3. Anonymous
    2023-08-28T11:08:52+00:00

    One thing I noticed that may be relevant is that on the new PC, I do not see "Biometric Devices" in the device manager. I am not sure if that only appears after the feature is set up with a camera or not, but it's definitely present on the two computers the camera works with and missing on the new PC. Is there some log or something to indicate why Hello Face is unable to link to this camera, only on this machine for some reason?

    1 person found this answer helpful.
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  4. Anonymous
    2023-08-29T01:48:01+00:00

    Great to hear that you were able to successfully address your concerns. Your reply has been marked as helpful. 

    Wishing you all the best in your future endeavors.

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  5. Anonymous
    2023-08-28T09:06:14+00:00

    Hello, Mike Wright2

    Welcome to Microsoft Community.

    I’m sorry to hear that you are having trouble with Windows Hello Face and your Logitech Brio camera. I can understand how frustrating it can be when something that should work doesn’t.

    Based on the information you provided, it seems that you have tried many possible solutions and none of them worked. I found some similar cases where other users reported the same issue with their Logitech Brio cameras and Windows Hello Face:

    Logitech Brio Does Not Work with Windows Hello Face - Microsoft Community

    Windows Hello No Longer Working with Logitech BRIO 4K Webcam after Logi Tune Firmware update : r/logitech (reddit.com)

    One common factor that I noticed is that some users said that the problem started after they updated their Logitech Tune software or firmware. They suggested that the update might have interfered with the infrared/IR depth camera that Windows Hello Face needs to access. Some of them were able to fix the issue by uninstalling the Logitech Tune software or rolling back to a previous firmware version.

    Another possible solution that some users reported was to disable the “Allow the computer to turn off this device to save power” option for the USB root hub that the camera is connected to. This can be done by going to Device Manager, expanding the Universal Serial Bus controllers category, right-clicking on the USB root hub, selecting Properties, going to the Power Management tab, and unchecking the box.

    You may find more useful information in the responses which may help fix the issue.

    If none of these solutions work for you, you might want to contact Logitech support for further assistance, as there might be a hardware issue. They might have more insight into what is causing the issue and how to resolve it:

    Submit a request – Logitech Support + Download

    Disclaimer: Microsoft provides no assurances and/or warranties, implied or otherwise, and is not responsible for the information you receive from the third-party linked sites or any support related to technology.

    You can also report the issues you're experiencing through the Windows Feedback Hub. This allows Microsoft to gather information and potentially address the problem in future updates. To submit feedback to the developers, simultaneously press the Windows logo key and the F key on your keyboard. 

    Let me know if you have any other concerns.

    Best regards

    Yuhao Li

    Microsoft Community Technical Support

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