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. Anonymous
    2023-03-21T21:16:15+00:00

    Does Windows Hello face appear in Optional Updates, following the Video to access it in Settings > Apps > Apps & Features > Optional Features > Windows Hello Face - either under Installed Feature or Add a Feature?

    Which driver did you uninstall in Device Manager which hasn't appeared back? Did you follow the steps in video to install it from C:\Windows > System 32 > WinBIOSplugins > Face driver?

    You mentioned something about not being able to find driver without bundleware, but where is it suggesting to get it outside of Windows where it should already be installed in System32 folder and needs reinstall from there as the video shows?

    If not there then the driver needs to come from the PC manufacturer's Support Downloads webpage for your exact model:

    https://pcsupport.lenovo.com/us/en/products/lap...

    Try the automatic driver update using lenovo Bridge. Then try manually updating drivers. If that fails the next step is to contact Lenovo.

    You said Lenovo told you it needed to be restored to factory condition and that you cannot do this. Can you explain why? I am the author of the Clean Install tutorials that popularized them with millions of consumers since Windows 7, so i can advise you on how to do this no matter how prohibitive it sounds. For example, if you think you have software that's not replaceable, it always is because consumers want to reinstall as often as they please and companies that don't make this easy go out of business quickly.

    Your files of course should already be backed up if you value them at all. Here are easy free backup suggestions to make sure such a risk isn't unnecessarily taken: https://answers.microsoft.com/en-us/windows/for...

    I would recontact Lenovo and ask what specific recovery they suggest in order to be sure to get the Hello device drivers. I can help you do that once you get this answer, or if you're still under warranty they should either help you or do it for you.

    Feel free to ask back any questions. Based on the results you post back, I will have other suggestions if necessary.

    ____________________________________________

    Standard Disclaimer: There are links to non-Microsoft websites. The pages appear to be providing accurate, safe information. Watch out for ads on the sites that may advertise products frequently classified as a PUP (Potentially Unwanted Products). Thoroughly research any product advertised on the sites before you decide to download and install it.

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  2. Anonymous
    2023-03-21T09:05:56+00:00

    Hello Ilja. I'm Greg, here to help you with this.

    Try these fixes for We couldn't find a camera compatible with Windows Hello Face:

    https://thegeekpage.com/we-couldnt-find-a-camer...

    https://forums.lenovo.com/t5/ThinkPad-X-Series-...

    https://www.partitionwizard.com/partitionmanage...

    https://www.youtube.com/watch?v=aut3o6aoTtk

    Feel free to ask back any questions. Based on the results you post back, I will have other suggestions if necessary.

    ____________________________________________

    Standard Disclaimer: There are links to non-Microsoft websites. The pages appear to be providing accurate, safe information. Watch out for ads on the sites that may advertise products frequently classified as a PUP (Potentially Unwanted Products). Thoroughly research any product advertised on the sites before you decide to download and install it.

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  3. Anonymous
    2023-03-21T08:41:57+00:00

    That's right, after turning off bitlocker and restarting, the firmware update was able to finish.

    However, Windows Hello Face still does not start but gives the same error message as before "We couldn't find a camera compatible with Windows Hello Face". I believe that is because of the missing item with "Hello" in its name from Device Manager, because when I uninstalled that according to the instruction given in another message thread in this forum, that error message started to appear. Bummer I can't recall the item's entire name but I think it was listed under Biometric devices. I believe I still have a backup image from the time before the uninstallation. Do you think it would make sense to restore to that image and take some files from there? If so, what exactly should I do when I am there in order for the visit to be useful? I cannot stay there for long as I need the installations made and other data saved after that date.

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  4. JosephT71 9,220 Reputation points
    2023-03-20T18:50:58+00:00

    You have windows 10 pro so you have bitlocker, which has problems with firmware update via windows update. Therefore you have to suspend bitlocker in order to update the camera firmware.

    https://forums.lenovo.com/t5/Enterprise-Client-Management/Firmware-Update-via-inf-File/m-p/5146190

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  5. Virginia M 42,075 Reputation points Independent Advisor
    2023-03-20T09:44:47+00:00

    You’re welcome.

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