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15 Posts
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3920
July 20th, 2018 08:00
Alienware 17 R4 w Tobii - Windows Hello Can't find camera
After latest Windows update Windows Hello no longer works. Camera app is fine. Tobii is v2.13.3 and when I run the check for new drivers it says I have the latest.
Previous to the Windows update, Alienware update popped up a black and blue box at lower right of screen (don't think this is support assist [I have 2.2.3.2], but perhaps linked?), which kept prompting me to install a new Tobii update, but since the Tobii app itself said I was current (v2.13.3) I never did.
This happened with he Fall Creator's Update as well. Perhaps another Tobii driver issue?
Not a big deal but weird.
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215slothrop
15 Posts
0
July 31st, 2018 06:00
Thanks for the suggestion, didn't work. Contacted the Mothership Support Service and,... They suggested grab new BIOS, Realtec Camera and Tobii drivers. Then uninstall Realtec and Tobii. Then run Bios, Realtec and Tobii installers.
Doing this I saw there was no Realtek IR Camera driver installed! I only had the Reatec High Def Audio driver (must have had the camera one earlier as windows hello used to work! - wonder where it could have gone - think Windows update KB4338832 ate/uninstalled it, since it was immediately after that update that I had the problem ;)!!!!!
So I deleted Tobii, ran the bios, ran the Realtec Camera and then the Tobii. Reboots after each, and after the last one Windows hello works again and Tobii has all my old prefs.
Super and thanks to the Mothership's support team for their help!!!
Buzzcronym
26 Posts
0
July 23rd, 2018 15:00
I too was having Tobii/Windows Hello problems with my 17R5, even though eye-tracking worked fine with the Tobii app. Just recently Windows Hello stopped working completely and wouldn’t even let me do the ‘Improve recognition’ in settings. However, I managed to get it working again by doing a complete shutdown of my laptop. Since I received my 17R5 I’ve done several restarts and put it to sleep by closing the lid, but never a shutdown. I’m surprised something that simple fixed my problem, but it may be worth a try.