Windows 10 OS - face recognition setup doesn't work

Question

I am trying to setup face recognition in my laptop but it doesn't work at all. There are no options to recognize face or it doesn't proceed to next screen.

Steps Followed:

1. Opened Sign-in option screen
2. Clicked Face Recognition Setup
3. Windows Hello Setup screen opened
4. It asks "Make sure your face is centered in the frame"
5. It doesn't proceed next and there is no option other than "Cancel" button.

Please help.

Moved From:

• Windows
• /
• Windows 10
• /
• Security & privacy

Answer 1

Hi,

For us to better assist you with your Facial Recognition setup issue, we'd like to know the following:

• What is the make and model of your computer?
• Which build and version of Windows are you running on your computer?

To check, press Windows key + R > type winver > hit Enter.

In the meantime, you may check this article on how to set up Windows Hello.

We're looking forward to your reply.

Answer 2

Hi, Thanks for quick reply.

1. HP ENVY laptop 
2. Windows 10 home OS

In the article you sent, I see windows does some processing and takes to next page. Unfortunately, my screen doesn't progress even if I leave it for hours.

Answer 3

I, too, have an HP Engy laptop.

version 1709 (OS Build 16299.192)

My facial recognition was working since the initial computer set up in December.  Immediately following the recent update, it stopped working.  

My camera driver is the most recent.

My understanding is that a lot of people have this problem.  I have spent hours reading forums of this very same problem - camera works, but facial recognition doesn't work after the update.  I am not an IT person, and do not have the time to spend on all of this research.  

In trying to re-set up face recognition, I follow the same steps as Trepr listed above and have the same results. 

I have also tried a hard reboot.

Answer 4

Hi, Thanks for quick reply.

1. HP ENVY laptop 
2. Windows 10 home OS

In the article you sent, I see windows does some processing and takes to next page. Unfortunately, my screen doesn't progress even if I leave it for hours.

Thank you for the information you've provided.

For more troubleshooting steps, you may check the following links:

1. Facial recognition logon doesn't work after you apply a Group Policy setting in Windows 10
2. Troubleshoot problems with Windows Hello on Surface
3. Facial Recognition not working for windows 10, version 1709 (please check the marked as answer posts).

Please post back with the result for further assistance.

Answer 5

I, too, have an HP Engy laptop.

version 1709 (OS Build 16299.192)

My facial recognition was working since the initial computer set up in December.  Immediately following the recent update, it stopped working.  

My camera driver is the most recent.

My understanding is that a lot of people have this problem.  I have spent hours reading forums of this very same problem - camera works, but facial recognition doesn't work after the update.  I am not an IT person, and do not have the time to spend on all of this research.  

In trying to re-set up face recognition, I follow the same steps as Trepr listed above and have the same results. 

I have also tried a hard reboot.  

Hi Sandy,

Please check our reply to Trepr Ltd's post.

Regards.