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. JosephT71 9,220 Reputation points
    2023-03-18T16:44:16+00:00

    The screenshot you took said your driver is 10.13.19041.25 but the driver on the lenovo website said the driver download is 10.13.19041.28.

    Which means that you didn't install the driver correctly, maybe because you weren't doing it in admin mode.

    Read the lenovo link I posted for installation instructions.

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  2. Virginia M 42,075 Reputation points Independent Advisor
    2023-03-18T14:22:20+00:00

    Unless you’re willing to try installing a driver from another pc manufacturer which may or may not work then your only option may be to contact Lenovo.

    Do you have a system restore point to before you uninstalled the driver?

    https://support.microsoft.com/en-us/windows/use...

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  3. Anonymous
    2023-03-18T13:52:00+00:00

    There is no key with a camera icon on it but I'm not sure how that would be related to anything? I have said many times that every other application in my laptop has no problem using the camera and my strongest suspicion for the culprit of the problem is the missing driver with "Hello" in its name which never appeared back after I removed it as per the instructions given in another thread in this forum.

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  4. Virginia M 42,075 Reputation points Independent Advisor
    2023-03-18T13:28:58+00:00

    I can find drivers from other pc manufacturers but nothing other than what’s already posted from Lenovo.
    is the any key on the keyboard which has a camera icon on it? If yes then have you tried clicking this to see if it turns on the camera?

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