XPS 13 PLUS 9320, Windows Hello facial recognition not working out of no where

Machine comes with and without Windows hello capable camera. I am sure if allowed you to setup windows hello it has one. 

These are the 2 drivers required. 

https://dl.dell.com/FOLDER08489568M/1/Intel-2D-Imaging-MCU-Visual-Sensing-Controller-Driver_J4VND_WIN64_73.22000.0.8_A02.EXE

https://dl.dell.com/FOLDER07979650M/5/Intel-Integrated-Sensor-Solution-Driver_R71W1_WIN_3.10.100.4557_A00_02.EXE

Go to widnows settings and Delete existing Facial recognition data prior to installing the driver. 

Once installed reboot and setup windows hello again. 

This solution did not work for us. Essentially we setup Hello on new laptop but it quickly stopped recognizing image. We deleted the setup and tried to recreate facial image but it simply hangs as OP suggests "Make sure your face is centered"

Same issue here with same model.

I've opened service request to DELL.

I'm having the same issue. Just stopped working today. laptop is 2 months old. removed camera and integrated drivers and reinstalled, no luck. The red infrared-looking lights that used to flash next to the camera on top of the screen are not coming on which i think is the source of the issue.

update: In device manager, under "system device" category there are 2 "camera sensors" listed. one of them has an exclamation mark and when I double click to see the details it is showing this message:

This device cannot start. (Code 10)

STATUS_DEVICE_POWER_FAILURE

Looks like a hardware failure at this point. will contact dell support.

The same issue here. I'd been using the laptop for several months normally (including Widows Hello). But for the last couple of weeks Windows Hello is no longer working. Camera turns on but it stays there with the "Make sure you are centered of frame" with no blinking red lights (infrared-looking camera does not light/blink). But in Device Manager both "camera sensors" (in system device) are working properly (in theory). I couldn't find any forum online with solution for this issue yet...

I also encountered the same error. The red lights don't come on at all. And the computer fails to do facial recognition. I tried all the solutions on the internet and all failed. I contacted dell for support, and they offered to format the computer. And of course, it didn't work. I would be very happy if someone has a solution for this. Thank you!

Dear All

Same issue for me and I've noticed it appeared right after upgrading the BIOS to version 2.0.0 (previously 1.9.1). Now under version 2.1.0 but the issue is still there (no red lights which makes facial recognition random).
After several drivers uninstall/reinstall with Dell Support, they will replace my laptop screen in 2 days.
I'll let you know if anything changed after that.

Hi
Update from my side.
My screen has been replaced this morning and red lights are back and facial recognition is now working like a charm ! The bios update was finaly just a coincidence.
So I suggest that anyone having this issue asks for a screen replacement.
Best

Oh no... I was hoping that you would say that a simple driver/BIOS update would have solved it.... 

But now that you mentioned it's a hardware issue, it's much more annoying.. talking to Dell on the phone, explain the issue, go through all the basic annoying steps until they are convinced it's a hardware issue....

I was in the hope that a clean windows install would solve the issue, but apparently it doesn't solve (according to previous posts here)... what a shame this issue out of nowhere...

I'm just dropping a note here to add myself to the list of people with this problem. Facial recognition was working, now it isn't. The red lights that used to blink no longer do. 

I've gone through all the painful steps with support to no avail. I'm now at the point where they are insisting that I reinstall the OS. They assure me that will fix the issue but I'm pretty certain it won't. For me, I have decided to accept that facial recognition is broke and won't be fixed. This is because this is actually my second brand new 9320. The first one I had, had a separate issue and after weeks of arguing with Dell, they finally dispatched a repair person to replace hardware and when they did, they broke a separate part. When they sent the second repair tech to replace that broken part, he broke another part. Dell then tried to say I had to send the laptop in and be without it for weeks to get repaired (I use it to run a business with 25 employees). After fighting with them on that, they agreed to replace it BUT with a refurb. I argued with them that they should replace with a new one but they said they only do that in the first 30 days. I pointed out that they had been stringing me on for 30 days at least but they still said no. I finally pulled out my trump card and told them they should review my tech support chat log to find where one of the support people insulted my mother in the chat. Shortly thereafter, they agreed to send a new unit.

So this is that unit and facial recognition now doesn't work. I'm just going to accept it and move on. I have been really shocked at how poor Dell service is and have fully made up my mind that I will no longer buy any of their products in the future. 

I have the same exact problem. Windows hello was working all along and then it stopped. The red lights are not more.  It is less than a month and Best buy wont take it back since it is over 15 days -- actually their return window closed yesterday. So called dell suppport and they were not able to make it work. After her attempts I dont even see the face detect sensors in device manager. Though I see the camera in device manager the app does not recognize. I have done a complete restore as requested by Dell, but that has not fixed the issue. Really bad product.