Windows Hello facial recognition stopped working correctly on Razer Book | Razer Insider
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When I've purchased my Razer Book the Windows Hello facial recognition worked well and was almost instant.

Two months later I've noticed that Windows Hello is barely recognizing me. Usually, it just says that it couldn't recognize me but if I try hard then it's eventually recognizing me, but just sometimes. I've tried disabling facial recognition, enabling it again, scanning my face multiple times but no luck. Funny part is that once it was recognizing me while wearing glasses but not without them.



Disabling "Windows Hello Face Software Device" and restarting PC didn't help.

One possible non-software reason for this is that I could've somehow damaged the infrared camera while cleaning my screen with wet wipes, but I was careful when I did so, so I'm skeptical about this.



Is there any Razer driver for the integrated camera out there? Maybe there are some diagnostics or calibration tools? Any advice would be appreciated.
SafetyOrangesolocoast659
When I've purchased my Razer Book the Windows Hello facial recognition worked well and was almost instant.

Two months later I've noticed that Windows Hello is barely recognizing me. Usually, it just says that it couldn't recognize me but if I try hard then it's eventually recognizing me, but just sometimes. I've tried disabling facial recognition, enabling it again, scanning my face multiple times but no luck. Funny part is that once it was recognizing me while wearing glasses but not without them.



Disabling "Windows Hello Face Software Device" and restarting PC didn't help.

One possible non-software reason for this is that I could've somehow damaged the infrared camera while cleaning my screen with wet wipes, but I was careful when I did so, so I'm skeptical about this.



Is there any Razer driver for the integrated camera out there? Maybe there are some diagnostics or calibration tools? Any advice would be appreciated.




Try to uninstall the camera driver and scan for hardware changes. Make sure Both the Synapse application and Windows OS are updated. You can get the BIOS updater here with steps. If you're still experiencing the same issue, let me know through PM with the serial number of your Razer Book 13" so I can start a case and forward it to the Software Team.



*Thread locked to curb conversation to PM.
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