Face recognition stopped working

Question

Face recognition to log in worked fine since I bought the XPS this summer but stopped working a few days ago. Now says "We couldn't find a camera compatible with Windows Hello Face." As far as I can tell I have not updated anything but I can't tell what the thing does in the background. Windows is up to date.

Any ideas?

Thanks!

Eyeroll 1952 · Accepted Answer

Dell helped fix this. After a couple of tries what worked was to go into Device Manager, delete the two web cameras, then reboot. This appears to force Windows to re-capture the face recognition data and makes it work again.

joke888 · Accepted Answer

After I installed Windows 11, Windows Hello Face recognition stopped working for me.

Here is what worked for me:

1. In Settings | Apps | Optional Features .... Uninstall Windows Hello Face (restart required but don't restart yet)

2. In Device Manager | Cameras .... Uninstall both entries of Integrated Webcam

3. Restart

4. Go back to Settings | Apps | Optional Features | Add an Optional Feature .... click View Features. Find Windows Hello Face and install it. This required a restart.

5. Restart

6. In your browser, go to Dell Support and find the Realtek-IR-Camera-Driver and download it (for XPS 13 9370 go to Support for XPS 13 9370 | Drivers & Downloads | Dell US)

7. Double click on the downloaded file and Extract the drivers into a directory you choose and remember the location.

8. Go to Device Manager | Cameras, and for each of the Integrated Webcam entries, right click, choose Update Driver | Browse My Computer for Drivers, and search in the directory where you extracted the Realtek-IR-Camera-Driver. Device Manager will find the driver and install it (Note: the label Integrated Webcam will not change after you update the drivers)

9. I went to Settings | Accounts | Sign in Options... and Face Recognition (Windows Hello) was available. I didn't have to restart, but you may have to. Face recognition is now working for me in Windows 11

10. A new entry in Device Manager | Biometric Devices will be created called Windows Hello Face Software Device

DELL-Cares · Answer

Thank you! We have received the required details. We will work towards a resolution. In the meantime, you may also receive assistance or suggestions from the community members.

Randy P · Answer

This worked like a charm. Had to restart again after the IR Camera driver add but once I restarted it told me I could use Face Recognition (HELLO)  to sign in. Thanks.

smauguams · Answer

@joke888​ this fixed the same problem I had. Thanks for posting here.

XPS

Face recognition stopped working

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