My "hello camera" won't turn on so the signing on by face recognition doesn't work. It just sits on "turning on camera" forever.

Hi,

Thank you for contacting Microsoft Community.

I would request you to check the link mentioned below and see if it helps.

Troubleshoot problems with Windows Hello on Surface 

https://www.microsoft.com/surface/en-us/support/security-sign-in-and-accounts/windows-hello?os=windows-10  

You may also refer to the below article and check if it helps.

Windows Hello and privacy: FAQ

http://windows.microsoft.com/en-us/windows-10/windows-hello-privacy-faq

Hope this information is helpful and do let us know if you need further assistance. We will be glad to assist.

in step four I get the same "turning on camera" message , but the camera does not turn on.

The camera app does work though. it turns on the camera and takes photos and video.

This was working fine since I got the surface book. just stopped working an will not turn on the camera to retrain hello's face recognition.

please re-read the original question and anwer it.

Swarnim...

Check the camera app and swap between the front and back cameras. If that works then it is not a hardware problem.

Months ago this problem happened after an earlier update. The solution then was to do a restart from the start, power menu instead of a shutdown. I just did three restarts, each one worked., Now a full shutdown and cold start is working again.

... Bob

Hello Bob,

I am not sure if you are asking me to re-read the original question and answer it. I agree with the original questions and am seeking the same answer. My camera works as well.

The IR camera which is what is used for the Hello recognition is a separate camera... So checking the camera app does not help.

I cannot find a place where I can access and test the IR camera.

On my X-box One Kinect,  I can go into the actual camera and see what it sees in all of the different "Eyes" that it has. This allows you to verify that the camera works and that it looking where it needs to.  But with my Surface Book I cannot access these settings, or the "vision" that the IR camera sees.  So how do you check this and further make sure that upon start up that the camera turns on?

Yet when I restart the SB the camera comes on immediately and sees me, recognizes me and takes me to the start screen. So the camera does work, it does turn on (on a restart) and it does recognize me... Which is a beautiful feature... Its just this one bug that we need a fix for....

Thanks so much

Bob

Thank you Bob. This problem is solved but I have another problem again and it is getting to my nerves.

Swarnim

Hi,

Thank you for posting your query on Microsoft Community.

I understand that you are facing issues with Windows 10. I apologize for the inconvenience caused to you.

To assist you better, please provide us the below information:

• What is the exact issue that you facing the computer?
• Are you getting any error message?

Reply to us with the information, so that we can assist you better.

Let us know if you need any further assistance on Windows related issues and we will be glad to help. 

Hello Bob

I have HP Envy Windows 10, after several month my windows hello stopped working i.e. it was showing Turning on Camera but nothing happens, after searching for solution I found your response to this issue and did restart instead of shutdown and it started working, then I shutdown and it still works. Can you tell me what actually made windows hello IR Camera to stop working or turning it on?

Thank you for any input.

Oleg,

I have a problem with windows Hello.

I have a new Dell Alienware 17, bought the end of October.

Widows Hello worked well untill a few days ago.

On signing in I get the message cant start Camera and If I go to settings it say Windows Hello not available.

It Was  last week,

Any ideas

I have the same laptop and I'm having the same problem. A Windows Support Tech via Chat advised me that reinstalling Windows 10 using the Windows Recovery option would fix the problem. It did NOT fix the problem. This is really poor testing and support, this is a new laptop with a newer HD IR Webcam.

What now Microsoft?