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Error - We can not find a camera compatible with windows hello face

I have purchased a new HP laptop from Costco.ca today and it's a 11th Gen Intel(R) Core(TM) i5-1155G7 @ 2.50GHz 2.50 GHz with Windows 11 Home OS. I wanted to setup the face recognition sign in option, but getting a warning that the camera is not compatible with windows hello face. I have tried all the options available on the net still have the same issue. I even called Costco technical support, but they don't know how to fix this issue. Any help to resolve this issue with be appreciated. One thing I noticed is that he facedriver folder is missing in the system32\WinBioPlugIns folder and the system (APPS) shows that windows hello face is installed.

No infrared camera, no Windows Hello Face.

https://www.costco.ca/hp-14-dq4003ca-laptop%2c-i5-1155g7.product.100821428.html

https://www.costco.ca/hp-17-cn1003ca-laptop%2c-i5-1155g7.product.100821463.html

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Hi DEVENDRA -

I'm Jerico T., I understand that you're having some issues right now and I'd be more than happy to help you today.

Please try to perform the troubleshooting methods below.

Method 1: Check for Windows Update

Method 2: Update Driver

1. Open run box by pressing Windows Key + R and type devmgmt.msc then hit enter
2. Locate and expand Cameras/Imaging devices
3. Right-click on the driver and select Update driver
4. Select Search automatically for drivers
5. Wait for the process to complete, once completed, restart your computer and check if it resolves your issue.

Method 3: Roll-back driver

1. Open run box by pressing Windows Key + R and type devmgmt.msc then hit enter
2. Locate and expand Cameras/Imaging devices
3. Right-click on the driver and select Update driver
4. Select Browse my computer for drivers
5. Select Let me pick from a list of available drivers on my computer
6. Select any older driver from the list and click next
7. Wait for the process to complete, once completed, restart your computer and check if it resolves your issue.

Feel free to reach back if you need any further assistance.

Hope this help. Have a good day.

Thank you,
Jerico T.

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Last updated April 17, 2025 Views 1,096 Applies to: