Windows Hello will not use laptop camera, only the monitor camera

Question

I have an HP Pavilion laptop running Windows 11. I used to use the camera on the laptop with Windows Hello to log in. Recently I have been using the monitor connected to a Phillips monitor with a built-in camera. I got Hello to work with the monitor camera. It works great. But when I use the laptop in stand-alone mode, Hello no longer works.

Trouble-shooting steps taken so far and observations:

• I have confirmed that the laptop camera is working in the camera app, ruling out privacy settings and the physical shutter.
• I have run the HP diagnostics on the webcam and it ran fine.
• I have tried going into setup, accounts, improving recognition, while in stand-alone mode, and it tells me that it cannot start the camera.
• In settings, the option to select a preferred camera is greyed out regardless of whether the laptop is connected or disconnected from the monitor.
• Update says I am running the latest version of Windows 11. Version 10.0.26200 Build 26200

It seems like Hello has become locked to the monitor's camera permanently. I would like it to be able to switch back and forth using the monitor when attached and the laptop camera when in stand-alone.

Thanks in advance,

Eric

Answer 1

Hi! Your laptop camera works in the Camera app, so the more likely problem is that Windows Hello is failing specifically on the Hello/IR path, not on the normal webcam path.

Please go to Settings > Accounts > Sign-in options > Facial recognition (Windows Hello) and first use Improve recognition; if that still says it cannot start the camera, choose Remove and set it up again while the monitor is disconnected. Then open Device Manager > Cameras, identify the built-in laptop camera and any IR/Hello camera entries, and update them, then check Windows Update > Advanced options > Optional updates for camera/biometric drivers.

If needed, uninstall the laptop camera device in Device Manager and restart so Windows reinstalls it.