Facial Login Not Working

Tic-Tac

I have Windows 11 and all of my settings in Bitdefender are toggled to allow access to my camera. When I open my laptop, the camera does not read my face to let me into my computer. I have to type in my PIN. This was not an issue two weeks ago? I have tried everything and basically I cant even access my camera from my app. It is a black screen?

Scott

Hi @Tic-Tac

At one time on a laptop that supported Facial recognition (Windows Hello), I had that issue and found that in the Webcam Protection field (red area shown below) it showed that Windows option to enable it. Do you have anything displaying there?

What version of Bitdefender are you on, did it just recently update to 27.0.38.163? You can confirm that by right clicking the BD system tray icon, About. Just curious in case it happened with the new build update.

https://www.bitdefender.com/consumer/support/answer/32196/

Kind regards.

Tic-Tac

Yes I updated the Bitdefender recently and it is the newest version! I have gone into the Video & Audio Protection settings and allowed camera access to my camera. Unless there is an application that I do not know about then everything should be configured to allow. I even tried disabling in the Settings tab camera protection but my facial recognition still is not working upon startup.

Tic-Tac

Here are my current settings for camera and audio protection. I tried reconfiguring my camera on Microsoft but the camera is a black screen and does not show me real time:

Scott

It looks good on your end, especially the Host Process for Windows Services, as I remember that was the one that allowed the Hello feature to work properly on my end.

If you want to try to run a Repair, that is up to you, but since this happened after the new build update, I would consider getting a hold of Chat support, and see what they can offer you.

Repair (do a restart or two to help it find Facial recognition, that Windows Host Process) may put you on the previous build, and if it's working then, you'll have more information to give support when BD updates, if it's still an issue then. I believe a complete uninstall/reinstall will put you on a previous build. But again it's up to you if you want to go that far, compared to support.

https://www.bitdefender.com/consumer/support/answer/13429/

Contact Bitdefender support by visiting Support at:

https://www.bitdefender.com/consumer/support/help/

Select, How Tos & Troubleshooting→Troubleshooting and go through the prompts until you get to the black Contact Support box. You will get the option of Chat, Call or Email. Chat is the quickest way to get thing started, phone support is not toll-free.

Kind regards.

edit:sp

Scott

@Tic-Tac I guess another option would be is to delete the Host Process for Windows Services in Webcam access, restart your device 2, maybe 3 times and see if it resyncs itself?