topic 回复： Windows Hello Login using Cisco Desk Camera 4K is not working in Accessories

Windows Hello Login using Cisco Desk Camera 4K is not working

sajith.balan — Mon, 09 Sep 2024 20:20:44 GMT

I am using a Cisco Desk Camera 4K, which works perfectly with Windows Hello on my older Windows 11 laptop. However, after getting a new laptop, I installed the latest drivers for the camera through the Cisco Accessory Hub app. Despite the successful installation, the Windows Hello login feature is not working. The camera doesn’t activate the infrared (IR) sensor when attempting to log in via Windows Hello. The device is currently running firmware version 2-5-0101-34.

I noticed a difference between my old and new laptops: on the old laptop, the device was recognized as "Cisco Webex Desk Camera," whereas on the new laptop, it is being identified as "Cisco Desk Camera 4K.". Driver versions are same on both devices.

Any guidance on troubleshooting or resolving this issue would be greatly appreciated.

Re: Windows Hello Login using Cisco Desk Camera 4K is not working

sajith.balan — Tue, 10 Sep 2024 14:28:26 GMT

@JapanTAC_CSC - Can you look into this?

Re: Windows Hello Login using Cisco Desk Camera 4K is not working

Nithin Eluvathingal — Sun, 29 Sep 2024 10:24:46 GMT

One thing I’d like to confirm is whether both Windows versions are the same. You’ve checked the drivers, and since it works with the old version but not the new one, and both have the same driver, please check the Windows versions.

Also, check if there are any restrictions on the new device that prevent the use of external cameras for the Windows Hello feature.

Re: Windows Hello Login using Cisco Desk Camera 4K is not working

sajith.balan — Mon, 30 Sep 2024 01:05:35 GMT

Thanks for your response. Windows Version at the time of the post was the same. Now the new one is on much latest release version. There are no settings that restricts external Hello Camera as far as I can see. Please let me know if there is something specific you want me to check.

回复： Windows Hello Login using Cisco Desk Camera 4K is not working

305081661 — Wed, 16 Oct 2024 06:47:49 GMT

with win11 24h2, Windows Hello,Cisco Desk Camera 4K not work.

Re: Windows Hello Login using Cisco Desk Camera 4K is not working

Angeloogle — Fri, 18 Oct 2024 20:42:05 GMT

I'm having the same problem, although windows hello works fine on an intel x64 laptop, i move the camera to an arm based snapdragon laptop and windows hello ceases to function. I'm thinking the generic driver Microsoft provides for this camera on arm doesn't have IR sensor support. Maybe the thread creator is in this same sitaution?

Re: Windows Hello Login using Cisco Desk Camera 4K is not working

Clameron7 — Fri, 14 Feb 2025 02:05:41 GMT

In the Windows settings, under Account / Sign-in Options, under the Additional Settings, i had to turn on the "Sign in with an external camera" slider and it started working after I redid the Facial Recognition.

Re: Windows Hello Login using Cisco Desk Camera 4K is not working

realtaiwanese — Thu, 30 Oct 2025 06:28:17 GMT

Hi there, it might be a bit late now, but I had exactly the same issue with my Lenovo laptop when I tried to use the Windows Hello function with my Cisco webcam. I found the solution quite by accident. Firstly, you’ll need to install the latest driver, then "run the downloaded programme in the background"—this step is critical while setting up Windows Hello. Next, in your camera’s advanced settings, turn on the option to "allow multiple apps to use the camera at the same time". After this, you’ll be able to set up Windows Hello facial recognition, but facial login still won’t work straight away. You must then go back into your camera settings and turn off the option to allow multiple apps to use the camera. Voilà, your facial recognition should now work! I’m not sure why, but customer support from Cisco, Microsoft, and Lenovo couldn’t figure this out. I discovered the solution myself by chance, after hours of testing.