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Windows 11 Hello facial recognition has stopped working - a NOOB so hesitant to screw it up further by making changes. There are 2 Camera Sensor drivers in System Devices OV9234 and OV9734 - is it normal to have 2 drivers and if not, can I just delete one (and which one?).
I see events (device settings migrated) in both drivers after a Windows update in December which I think is when this all started.
Thanks!!
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Hello David,
Thank you for posting in our communities.
To confirm, the issue started after you updated your Windows. Is that correct? And also, please generate an SSU report to help me further analyze your system specifications and configurations.
To generate the SSU report, please refer to the article: How to Get the Intel® System Support Utility Logs on Windows. Please send us the generated SSU.txt file.
Best regards,
Carmona A.
Intel Customer Support Technician
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Thanks, went through the fixes - got down to #4 and restarted windows. The camera did not show up as a device at all so had to restore system from the restore point I had created before trying any changes. This recovered the Camera, which still works fine, except for the Windows Hello - as before, no frame appears when attempting to set up facial recognition so unfortunately, Hello facial recognition still not working.
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Hello davvos,
Thank you so much for sharing with me SSU.
For a possible solution to our issue, please follow the troubleshooting steps below:
1. Check camera permissions:
Go to your Windows settings, then Privacy > Camera, and ensure your apps have permission to access the camera.
2. Update camera drivers:
- Open Device Manager.
- Expand "Cameras".
- Right-click your camera device and select "Update driver".
- Choose "Search automatically for updated driver software".
3. Reinstall camera drivers:
- Right-click your camera device and select "Uninstall device".
- Check the "Delete the driver software for this device" box.
- Restart your computer, Windows will automatically reinstall the driver.
4. Reset Windows Hello facial recognition:
- Go to Settings > Accounts > Sign-in options.
- Under "Windows Hello", select "Facial recognition" and choose "Remove".
- Follow the on-screen instructions to re-setup facial recognition.
Other potential causes:
- Privacy settings: Check if your laptop has a physical privacy switch for the camera that might be accidentally turned off.
- Lighting issues: Ensure you are in a well-lit environment for optimal facial recognition.
Most likely, a Windows update that conflicted with your camera drivers is the reason why your laptop's camera facial recognition isn't functioning properly.
If the issue persists or if you have any questions, please let me know.
Best regards,
Carmona A.
Intel Customer Support Technician
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Hello davvos,
Thank you so much for the update.
Please allow me time to further investigate our case; I'll get back to you as soon as I already have an update.
Best regards,
Carmona A.
Intel Customer Support Technician
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Hello davvos,
Thank you so much for patiently waiting on my update.
For the recommendation, please update your driver using the driver pack and download and install only the camera driver version 63.22000.3.8512.
And if the issue still persists, kindly share the additional information below so I can deeply investigate our issue:
- What specific problem are you experiencing with Windows Hello, as it appears the issue is related to Windows Hello?
- Is there any error message when using Windows Hello?
- Is it possible that you can share a screenshot of the exact issue on Windows Hello?
Best regards,
Carmona A.
Intel Customer Support Technician
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Still not working after reinstalling the camera driver but reinstalling the Windows Biometric drivers fixed it - Hello facial recognition is working fine now.
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Hello Davvos,
Thank you for relaying that update. It was nice knowing that the facial recognition is now working properly. Let me know if there's anything I can help you with this concern. If none, kindly let me know for me to properly close this. case.
Best regards,
John Sergio M.
Intel Customer Support Technician
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Spoke too soon - it worked yesterday all day including multiple system shutdowns and tests but not this morning. I've spent too much time on this already so think it's time to give up - thanks for the efforts to help.
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Hello Davvos,
Thank you for letting me know that everything is working well.
Since no help is needed on our end, I will now proceed with closing this thread. Have a great day!
Best regards,
John Sergio M.
Intel Customer Support Technician

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