Windows Hello Face stopped working on model Swift 5 (SF514-52T-526G)

erge
erge Member Posts: 4 New User
edited November 2023 in 2020 Archives
Camera is listed as HD WebCam in  Device Manager on Windows 10 Home and is working in other applications eq. Skype.
Hello Face was working before on the ultrabook but now in Settings Sign-in options it says "We don´t find a camera compatible with Windows Hello Face".
Hello Fingerprint and Hello PIN options are available (Recommended).
System information - Infrared (started by running msinfo32.exe) doesn´t show any item in right window. Please help.

Answers

  • JackE
    JackE ACE Posts: 44,897 Trailblazer
    Jack E/NJ


    Jack E/NJ

  • erge
    erge Member Posts: 4 New User
    The Windows Hello Face log in method worked when I started to use the brand new laptop. No reinstallation of the OS was done, Office 365 ProPlus was installed and a few other applications and Hello Face worked after that but then stopped suddenly few weeks later without any apparent reason and I have used the Hello PIN method since.
  • JackE
    JackE ACE Posts: 44,897 Trailblazer
    edited February 2020
    If it was less than about a month ago AND if system protection was turned on in ControlPanel's restore point app, there might've been an automatic restore point created by an update that caused the issue. Open ControlPanel, search 'restore point'. Click 'create a restore point' in the left pane. In the box that pops up, is system protection turned on? If yes, click the 'system restore' button. Click 'next'. Then look for a restore point with a date stamp around the time the face rec feature disappeared. Jack E/NJ

    Jack E/NJ

  • erge
    erge Member Posts: 4 New User
    Thanks for a good point Jack E/NJ, Protection is on but unfortunately this happened few months ago so no restore points are available from before this feature stopped working.
  • Kive
    Kive Member Posts: 2 New User
    I have the same problem.  Bought a new Swift 5 a month ago.  The camera has always worked for Zoom, etc, but never recognized for Windows Hello.  I downloaded the above driver, but don't know how to install it.  Can someone give me the steps?
    Thank you

  • JackE
    JackE ACE Posts: 44,897 Trailblazer
    It's a compressed zip file. Just double-click on it to unzip the file. It should yield a folder with a SETUP.EXE file. Just double click on the SETUP.EXE file. Jack E?NJ

    Jack E/NJ

  • Kive
    Kive Member Posts: 2 New User
    I downloaded and ran it, but it didn't help.
    Very frustrating.  This is a brand new Swift 5.  But I can't use face recognition to log in.
  • JackE
    JackE ACE Posts: 44,897 Trailblazer
    Follow these steps
    1. Click Settings in Windows start menu.
    2. Click 'Accounts'.
    3. Click Sign-in options.
    4. Click setup in Windows Hello face section.
    5. Click Get Started and face camera till complete.
    Jack E/NJ

    Jack E/NJ