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Penguin52

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50 Posts

3788

October 3rd, 2018 13:00

Windows Hello Broken with October Update

Have a new Alienware 17 R5- was working great has Tobii Eye tracking. After updating Windows Hello no longer works. 

Called Alienware tech support morning and they uninstalled and reinstalled Tobii Eye tracking, nothing seemed to work. i'm now using a PIN.

Is anyone else having this issue? Is it a known issue?

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215slothrop

15 Posts

October 3rd, 2018 14:00

Same here, 17 R4 in my case. Had this problem at the end on July (pretty sure it was after a Windows update), Tech support instructed me to uninstall and reinstall Realtek and Tobii, run bios (before reinstalling) which fixed it then, and again a few weeks ago (no idea why it failed, might have been another Windows update, but the old fix worked), but not today. Have opened a new support ticket. Imagine a fix will be forthcoming. Perhaps new Realtek drivers? Computer runs fine otherwise (not crazy about new dark theme inside windows though,...), logging in with PIN fine for now.

bgrass

1 Message

October 3rd, 2018 22:00

Same here. I have a 17R4. The Tobii eye tracking works. But it seems Windows hello just can not detect the camera. Guess we can just wait for Dell to fix it for now.

Khillo

4 Posts

October 4th, 2018 02:00

Same here. Alienware 17 R4 with Tobii Eye Tracking, which works fine by the way; it's only Windows Hello that stopped working. The camera won't come on, so I'm using the PIN to log in which **bleep** as I got used to logging in with my face. I did not try any fixes as I remember this happened with a previous Windows update and I had to wait for a driver update to fix it. Here's hoping it's not long in the coming. By the way, I installed a driver update to Intel Rapid Storage and coincidentally (or not) my computer freezes randomly. Is anyone else experiencing this?

215slothrop

15 Posts

October 4th, 2018 06:00

FWIW I installed the Intel Rapid Storage Technology and Management Console -AO1- 45 MB as per recommendation of SupportAssist on 9/28/18. No problems/freezes after. 

jujitsu1

1 Rookie

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22 Posts

October 4th, 2018 15:00

I spoke to tech support a Tobii today. They said they are aware of the issue caused by the WIndows 10 October 2018 update and that their companies number one priority right now is to fix this issue.

Penguin52

1 Rookie

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50 Posts

October 4th, 2018 15:00

Thanks for the update-I've also sent this message string to Twitter after they had me try some troubleshooting that did not work to let them know there are more folks having the issue.

215slothrop

15 Posts

October 5th, 2018 06:00

Tobii now has a page up: "Windows Hello issues with Windows 10 October Update (1809)" that confirms this! Was ready for Settings -> Update&Security -> Recovery -> Go back to the previous version of Windows 10, but instead will wait for Tobii fix (whew!). Do like Tobii's humorous graphics (perplexed bears for the last year's Fall Creators Update issue, angry stick figure for this one ;) !!!

Penguin52

1 Rookie

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50 Posts

October 5th, 2018 08:00

Thanks for posting the update. 

Penguin52

1 Rookie

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50 Posts

October 6th, 2018 16:00

Trying to deal with Microsoft on this issue has been comical. First they want you to disable fast startup. Then theyask if all drivers are updated. Um, yes they are :)

Knuckles69

1 Rookie

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9 Posts

October 27th, 2018 08:00

I am also Having the Windows Hello issue, I have an Alienware 17 R4 with Eye trackers.... I just Clean Reset my Windows but still nothing :( Pls Help me ....

Penguin52

1 Rookie

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50 Posts

November 27th, 2018 14:00

Has anyone had luck with this?

I purposely went back from 1809 to keep it working. I called Tech Support yesterday and got someone who said he could fix it. He uninstalled and try to reinstall and now it's broken :)

milkpowder

1 Message

November 30th, 2018 14:00

Still waiting for an update... It's a real shame as Windows Hello was so quick.

Penguin52

1 Rookie

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50 Posts

December 7th, 2018 10:00

This is now working, I updated to 1809 and Tobii is working fine. https://help.tobii.com/hc/en-us/articles/360010161773-Windows-Hello-issues-with-Windows-10-October-Update-1809- Happy Holidays!

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