This document is for HP computers with an infrared (IR) camera and Windows 10.

Windows Hello Face Recognition does not work. The infrared (IR) camera might not turn on, the feature might hang, or one of the following error messages might display:

Sorry, something went wrong. Couldn't turn on the camera. Make sure it's working properly.

Sorry something went wrong. Please sign in with your PIN.

This issue sometimes occurs after a Windows update.