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

[sajith.balan]

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.

[sajith.balan]

@JapanTAC_CSC  - Can you look into this? 

[Nithin Eluvathingal]

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.       

[sajith.balan]

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. 

[305081661]

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

[Angeloogle]

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?