Windows 10: Windows Hello issue on Log in window Alienware R4

Discus and support Windows Hello issue on Log in window Alienware R4 in Windows Hello & Lockscreen to solve the problem; For the last several weeks I have been unable to log in with the facial recognition software. This worked for 2018 until the most recent Windows Update... Discussion in 'Windows Hello & Lockscreen' started by ShanepaulMiller, Jan 18, 2019.

  1. Windows Hello issue on Log in window Alienware R4


    For the last several weeks I have been unable to log in with the facial recognition software. This worked for 2018 until the most recent Windows Update was applied.


    Feature Update 1809 Windows 10


    Prior to removing this update can you tell me what other steps I can take. Currently the login screen states it does not have access to the camera yet the camera works fine for all other applications.


    regards

    -Shane

    :)
     
    ShanepaulMiller, Jan 18, 2019
    #1
  2. deltam Win User

    Windows Hello - Alienware 17 R4

    I bought an Alienware 17 R4 from the Microsoft store that has a Tobii EyeTracker with IR camera for Windows Hello. After talking to Dell and Tobii, it was said by both that Microsoft needs to correct the problem.

    According to both Dell and Tobii, my software & drivers are up to date.

    The IR camera on the Tobii device is always "on". However, when I go to setup Windows Hello, this camera goes off (which is strange). After Windows fails with "can not turn on camera" and the dialog goes away, the camera then
    comes on.

    ERROR IN EVENT VIEWER:

    Package Microsoft.BioEnrollment_10.0.16299.15_neutral__cw5n1h2txyewy+App was terminated because it took too long to suspend.

    Hardware: Alienware 17 R4, CPU: Intel(R) Core(TM) i7-7820HK CPU @ 2.90GHz, RAM: 16GB

    OS Version: Microsoft Windows [Version 10.0.16299.0] x64

    Tobii Eye Tracking Core SW 2.11.0.6827

    Eye tracker model IS4 Base DAW

    Serial number CN0XCMKDDTOB16B90422A00

    Firmware 2.20.2-e1a36f8

    Tobii Controller Core Not available

    Tobii USB Service Not available

    Tobii Controller Driver 2.0.4

    Tobii Service 1.22.0.7220

    Tobii Engine 1.22.0.8423

    Tobii Config 4.8.0.1100

    Tobii Interaction 2.11.0.4822

    Tobii Face Authentication for Windows Hello 1.0.21.207

    Tobii Eye Tracker HID 1.1.532.0

    HID-compliant device 1.1.532.0

    Tobii Device 1.1.532.0

    Tobii Intro 1.0.3.173

    Edition: Windows 10 Pro

    Version: 1709

    OS Build: 16299.98

    According to some research, others have this same issue after applying the fall update and just limited to the Alienware laptop. Is Microsoft working on this issue?
     
    deltam, Jan 18, 2019
    #2
  3. deltam Win User
    Windows Hello - Alienware 17 R4

    It's a problem with Microsoft or Tobii or both. HP products had the same problem after the FCU with their built in IR camera. However, HP released a driver for the IR camera and it's working now.

    So either Tobii needs to do the same since the IR camera is on the Tobii device or MS needs to correct the "EyeChip" driver (non-Tobii driver) - found under USB Devices in Device Manager. But the Dell Alienware 17 R4 with the IR built into Tobii still has
    no fix. Tobii points to MS to fix and MS points to Tobii to fix. When I talked to Dell, they pointed to MS to fix or Tobii to fix. Amazing how many pointy fingers everyone has. If these large companies can't get their act together to keep things running when
    they break them, they shouldn't be in the business of selling the product in the first place or TEST the release before releasing it to the masses.

    -Erik
     
    deltam, Jan 18, 2019
    #3
  4. PIT77 Win User

    Windows Hello issue on Log in window Alienware R4

    Facial Recognition - Camera is not working on Alienware 17 R4

    Hey! Same problem!

    Not working on my Alienware 17 R4....

    Some1 found a fix??

    Microsoft help!
     
    PIT77, Jan 18, 2019
    #4
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Windows Hello issue on Log in window Alienware R4

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