Solved!
Go to Solution17 R4, Windows Hello face recognition issue
after windows update the face recognition did not work
I tried unistall camera diver and tobi software and install again but when I tried setting up a facial recognition and preesing logging 'Cant turn on camera. Make sure its working properly' the camera works fine other apps like skype etc.
I read some solution the someone said in the forums A lot of user reporting same problem with using windows hello ,dell announced windows update this will be fixed soon. I checked every day but no new windows update realised.
please help that problem.
215slothrop
15 Posts
12535
0
Posted June 10th, 2020 07:00
Confirmed. Last 1906 update broke it. Went right to the 2004 update. Long install time, multiple reboots but Windows Hello now works again! Ran Alienware update and Support Assist all good. SA "Scan Hardware" much faster on my machine now!
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 :((((
Oberkommando
1 Message
24552
1
Posted October 12th, 2018 12:00
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'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.
Gamer4Life47
2 Posts
28985
1
Posted April 1st, 2018 16:00
Tobii just released an update driver so that Windows Hello will work in March 2018. Unfortunately, Dell has not pushed or even received the update. Go to their site and compare your 17 R4 with the pictures. For instance, I have a camera at the top and the Tobii Eye tracking at the bottom of my screen. Now finally Windows Hello works.