17 R4, Windows Hello face recognition issue

Hi @akuma45,

There is currently a issue where it doesn't work to set up Windows Hello after updating to Fall Creators Update. If you already had facial recognition set up for Windows Hello it might work if you just updated, but if you did a fresh installation with Fall Creators Update or didn't have it set up at all yet, then it will unfortunately not work to set it up. 

This is the common error that shows up in Event Viewer:

Description
Package Microsoft.BioEnrollment_10.0.16299.15_neutral__cw5n1h2txyewy+App was terminated because it took too long to suspend.

We're currently investigating the issue, but unfortunately, there's no workaround for now.
Meanwhile, please bear with us! 

Possible workarounds
There are three workarounds that have worked for some people to get Windows Hello back up and running until the issue is fixed. 

• Downgrade to the previous Windows version to uninstall the Fall Creators Update, set up Windows Hello and then upgrade to Fall Creators Update again.
• Go into Control Panel - Accounts - Sign in options and then uncheck the last option "Use my sign in to automatically finish setting up my device after an update or restart".
• Go to Device Manager - Universal Serial Bus devices - EyeChip and right-click to Uninstall. Reboot your computer and try to setup Windows Hello again. 
  
  For Alienware Tobii Aware/IR presence users
  Go to Device Manager - Imaging devices - Realtek IR and right-click to Uninstall. Reboot your computer and try to setup Windows Hello again. If the driver is not back, download it here.

We have heard about a couple of customers who received a solution on Tobbi's email support, you can try that route too.

Hi,

I got the same when I tried to update win 10 with the lates 1803 update. It is not enabled for dell alienware 17 R4 notebooks, but till this failed update win face recognition is not working. Tobii eye system is working, but I got always the same answer: windows cant turn on camera :((((

This is now happening again with the October 2018 release with the Alienware 17 R5. Have open ticket with Dell.

Same here for my 17R4. Again happening but now it is not possible to fix it by re installing the driver. It just wont work. My windows hello only works unlocking the device but no camera functions whatsoever.

I am having the same issue.

I've got my Alienware 17 R5 yesterday and unfortunately I get the same error that Windows is unable to start the camera.

I can use the camera with skype but configuring my notebook with face recognition and windows hello breaks up with the error shown above.

I hope Dell will fix this issue soon.

I solved the issue by installing the latest windows update. Looks like Dell ships notebooks with old windows installations

Has anyone found a solution yet?

i am facing this issue and dell support cant figure out why

How is this a solution?  Vague instructions about looking and comparing pictures to your laptop is not going to fix anything, not even a link?

I was facing similar issue on my 17R4. During Windows login after restart, Windows Hello would say "it failed to turn on the camera". Uninstalling and reinstall the camera driver from the Device Manager manually worked for me. Here is what I did -

1. I made sure that the OS, Drivers and Software components of my system were upto date. Dowloaded and installed all latest drivers from the Dell Drivers and Download section on their Support page.

2. Uninstalled and Reinstalled the camera driver in Device Manager.

1. Start Device Manager -> On my windows 10, I clicked on the Windows Start Menu -> Type DEVICE MANAGER and select and run the Device Manager.
2. In the Device Manager, expand Camera and Right Click on the INTEGRATED WEBCAM and select UNINSTALL DEVICE.
3. Once its Uninstalled, goto Action Menu of the Device Manager and select SCAN FOR HARDWARE CHANGES. This should reinstall the Integrated Camera Drivers and Refresh the Device. If your camera hardware is working fine and also if you had / have installed the latest drivers of all your computer hardware componets, then the device should come back like before and show up as INTEGRATED WEBCAM.

3. Setup Face Recognition again - Once you have done this click on the Win Start Menu and type HELLO and select SETUP FACE SIGN-IN System Settings Option from the dropdown list. This should open up the Sign-in options settings window. Here select WINDOWS HELLO FACE and re-setup your face recognition once again.

This should take care of the issue, atleast this is what worked for me.

All the best!

Last windows update it again! Windows says couldn't turn on the camera but if I am opening camera app its working fine (also with skype too). I tried to remove device and reinstall drivers but its still not working.

Code of Conduct violation

I just updated win again via windows update and now its working. I also tried to reinstall tobbii software and tobii and camera win drivers without success.  MS playing with it via different updates.