Help with Windows Hello set up, please.

Question

I have an HP envy laptop . Windows Hello worked intially but now fails to set up, freezing on the "make sure your face is centred" screen. I have tried ALL the suggestions available online, from fresh windows install to multiple driver versions and am now pulling my hair out. Anyone able to help?

Answer 1

Dear peterberriman,

Hello! Welcome to the Microsoft Community. I'm glad to be able to assist you. If I misunderstand your question, please let me know promptly.

I know that when you use Windows Hello, you will get stuck in the interface of "make sure your face is centred". I understand the inconvenience caused by this problem, and I will try my best to help you solve it.

-Use a camera or other tools to turn on the camera and see if it is normal. To update the driver, you need to find the driver corresponding to your computer model and system model on the driver download website provided by HP.

Official HP® Laptop Drivers and Software Download | HP® Support

Disclaimer: This is a non-Microsoft website. The page appears to be providing accurate and safe information. Watch out for ads on the site that may advertise products frequently classified as PUP (Potentially Unwanted Products). Thoroughly research any product advertised on the site before you decide to download and install it. 

-Find your IR camera in your device manager, which may be located in "Imaging Devices", update your IR camera, and then check again to see if the problem is solved. You can refer to this post.

Windows Hello Setup stuck at "Make sure your face is centered in the - Microsoft Community

-turn off the quick start: go to settings > system > power and sleep > other power settings > select the function of the power button > change unavailable settings > uncheck the quick start.

-Change an account to see if the problem still occurs.

Press win+R and enter lusrmgr.msc to open Local Users and Groups.

Right-click the Users folder and select New User.

Enter the user name and password, and then click Create.

To the right of the newly created account, select the account type and set it as administrator.

Now go to the newly created local account and see if the problem has been solved.

I hope the above information can be of help to you. If you have any progress or questions, please feel free to let me know.

Best Wishes

Pyked | Microsoft Community Support Specialist

Answer 2

Dear peterberriman,

How is everything recently? Fortunately, I found a new method. A user encountered the same problem as you when using an external camera for facial recognition of Windows Hello, but after he removed the external camera and monitor, Windows Hello can be used normally. I wonder if you have the same situation? If so, you may have a try.

Reference: Can't set up Windows Hellp Facial Recognition - Microsoft Community

Looking forward to your good news.

Best Wishes

Pyked | Microsoft Community Support Specialist

Answer 3

Dear peterberriman,

Thank you for your quick reply. I noticed that you clicked "No Help" for me. I'm sorry that my reply can't help you. You seem to have tried many methods, but you didn't mention them in the topic. If you have tried some solutions to a problem, you can list them. This will help us to find the cause of the problem better, instead of giving you some methods you have tried. I hope you can understand.

You have tried almost all the methods in software that can solve the problem that Windows Hello camera doesn't work. Perhaps, as you guessed and Rob mentioned, you can go to the HP support community for further help. I hope you can find a solution to your problem and look forward to your good news.

Best Wishes

Pyked | Microsoft Community Support Specialist

Answer 4

Though it's possible the problem might be related to a recent update to Windows, I typically assume that these sorts of problems are due to something in my own hardware or software support for my device, which means I don't come to Microsoft but instead go to the support for my hardware.

Since in your case that would be HP, a quick search found the following page, which if you've already tried everything there, there's also 'Additional support options' near the bottom of that same document for automated tools or diagnostics, the HP Support Community, and contacting a support agent.

HP PCs - Troubleshooting Windows Hello Face Recognition | HP® Support

Since those at HP sites will use similar hardware to yours, they'll know anything specific to that including whether a recent update to either your hardware driver or even Windows itself might have triggered your problem. All anyone can do here are the common sets of troubleshooting that works in most cases, regardless of the specific hardware involved.

Rob

Answer 5

Dear peterberriman,

Hello! Welcome to the Microsoft Community. I'm glad to be able to assist you. If I misunderstand your question, please let me know promptly.

 

I know that when you use Windows Hello, you will get stuck in the interface of "make sure your face is centred". I understand the inconvenience caused by this problem, and I will try my best to help you solve it.

-Use a camera or other tools to turn on the camera and see if it is normal. To update the driver, you need to find the driver corresponding to your computer model and system model on the driver download website provided by HP.

Official HP® Laptop Drivers and Software Download | HP® Support

Disclaimer: This is a non-Microsoft website. The page appears to be providing accurate and safe information. Watch out for ads on the site that may advertise products frequently classified as PUP (Potentially Unwanted Products). Thoroughly research any product advertised on the site before you decide to download and install it. 

-Find your IR camera in your device manager, which may be located in "Imaging Devices", update your IR camera, and then check again to see if the problem is solved. You can refer to this post.

Windows Hello Setup stuck at "Make sure your face is centered in the - Microsoft Community

-turn off the quick start: go to settings > system > power and sleep > other power settings > select the function of the power button > change unavailable settings > uncheck the quick start.

-Change an account to see if the problem still occurs.

Press win+R and enter lusrmgr.msc to open Local Users and Groups.

Right-click the Users folder and select New User.

Enter the user name and password, and then click Create.

To the right of the newly created account, select the account type and set it as administrator.

Now go to the newly created local account and see if the problem has been solved.

I hope the above information can be of help to you. If you have any progress or questions, please feel free to let me know.

 

Best Wishes

Pyked | Microsoft Community Support Specialist

Thanks. tried all that. still not working. I have tried:-

uninstall ir camera driver

uninstall bio device

reinstall windows hello

new user

reset security in uefi

About all I can think of now is fresh windows install from scratch.

If that doesnt work I will conclude the ir camera has a hardware problem -and there doent seem to be any way of testing that,