We couldn't find a camera compatible with Windows Hello Face

Anonymous
2023-03-15T10:02:25+00:00

I have a Lenovo ThinkPad T15g Gen 1 running Windows 10 Pro 22H2 64-bit. I am having trouble trying to setup Windows Hello Face.

The initial problem was that the setup proceeded all the way to the phase where it showed my face and was supposed to recognize it, but then nothing happened and the only option available was to cancel the setup. In order to solve that issue I did according to the instructions here https://answers.microsoft.com/en-us/windows/forum/windows_10-hello/facial-recognition-not-working-for-windows-10/0253a932-4313-4536-858d-abebb50bfad9 i.e. removed the camera drivers ("Integrated Camera" and "Integrated IR Camera") and one driver with "Hello" in its name (can't recall the exact name anymore) from Device Manager. The camera drivers appeared back automatically but the Hello driver does not even if I scan for hardware changes.

Now after doing that the Windows Hello Setup does not even start but shows the error message "We couldn't find a camera compatible with Windows Hello Face" (see the screenshot). I contacted Lenovo support and they say the camera is compatible (after all, it showed the video in the setup before I removed the drivers), also the camera cannot be physically broken because no other application has any problems using it. Lenovo's solution would have been to reimage the whole computer, which I obviously cannot do because I have all my vital work related stuff installed in it.

So I'm quite stuck now and afraid to try things arbitrarily as my earlier attempt to do so only made the situation worse. My own guess is this has something to do with the drivers but I don't know where to get drivers that are definitely compatible with my device and will make this work. Help from anyone who understands how this thing works will be highly appreciated. Thank you.

Windows for home | Windows 10 | Windows Hello, lock screen and sign-in

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  1. Virginia M 42,075 Reputation points Independent Advisor
    2023-03-16T14:03:58+00:00

    There’s also camera firmware on that page also. Did you download this?
    Find Integrated Hybrid Camera Firmware for Realtek Cameras for Windows 10 (Version 1709 or later) - ThinkPad on that page.

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  2. Anonymous
    2023-03-17T18:56:48+00:00

    I did not because it says Realtek and I believe the camera in my laptop is Sonix, so I thought the driver would not be compatible with my hardware. I believe my camera is Sonix because during the support case with Lenovo, the Lenovo support guy talked about a Sonix driver for the camera. Anyway the camera in my laptop is the one that was originally installed in it when I bought it, is there a way to check what model it is without opening the laptop case? Anyway now I tried installing this Realtek driver and its installation said:

    I think that's good because installing a driver of a wrong model would probably have caused even more problems.

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  3. Virginia M 42,075 Reputation points Independent Advisor
    2023-03-17T19:14:38+00:00

    Your original screenshot suggests that you’re not signed in with an administrator account but a user account. Would this be the case?

    The camera drivers refer to Sonix also:

    10.0.22000.20261(Realtek) / 10.13.19041.28(Sonix) / 5.0.18.168(Sunplus)

    Both camera drivers shown mention this so if the first doesn’t install then please try the next.

    Integrated Camera Driver for Windows 11 (Version 21H2 or later), 10 (Version 1809 or Later) - ThinkPad Or Integrated Camera Driver.

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  4. Anonymous
    2023-03-17T20:57:12+00:00

    Yes I usually use a non-admin account for security reasons but now I have signed in with the administrator account whenever needed to do your suggestions. Regarding the message that appears during the firmware installation (the screenshot I posted above), it did not say there were not enough privileges but no device to be updated was found. I now tried and the exact same message appears if I try to install the firmware while signed in as administrator.

    Could you be more specific about what drivers you mean exactly. When I go to the Lenovo link you provided earlier and do the search you told me to do, this is the result I get:

    I circled the firmware I'm talking about. It is the only firmware I can see here. I don't see a reference to Sonix. Note that the topmost item on the list is not downloadable itself but just a header to toggle whether the items below are visible or not.

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  5. Virginia M 42,075 Reputation points Independent Advisor
    2023-03-18T00:34:42+00:00

    Did you choose an operating system for the download page? Did you try installing the drivers from that site?
    The firmware may not be for your camera but the drivers certainly mention sonix.

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