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May 25th, 2025 15:03
XPS 16 9640, infrared camera stopped working after recent update
Hi all, I can no longer use Windows Hello, as the infrared portion of my camera no longer works. I already de-installed and re-installed the camera driver from the Dell driver site. The regular webcam works fine. The laptop passes all diagnostics and is fully up to date from Support Assist and Windows update. Any suggestions? It's only 3 months old.
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DELL-Nat M
Community Manager
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3.2K Posts
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May 27th, 2025 15:07
Hi everyone,
Dell has recently published a support article addressing the issue where the infrared (IR) camera on the XPS 16 9640 may stop working, causing Windows Hello to fail after a recent update.
Support article: Windows Hello Does Not Function on the XPS 9640
What you can try:
As outlined in the article, the suggested fix is to install the latest camera driver from the Dell Drivers & Downloads page:
XPS 16 9640 Drivers
If the issue persists after trying the steps above, you can contact Dell Support directly here in the community by clicking the Get Help Now button at the bottom-right corner of this page.
We’ll continue to share updates as they become available. Thanks for your patience and for contributing to the discussion.
(edited)
markmcq
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June 8th, 2025 14:32
@AndyH_Wales OK I un-installed Dell Optimizer and the infra camera is working again.
HerbertStejdir
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1 Message
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May 25th, 2025 17:15
In have the same problem, it is impossible to setup Windows Hello face recognition
marky310
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3 Posts
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May 26th, 2025 07:54
I went into Device Manager and uninstalled the camera and the windows hello driver under "Camera" and "Biometric Devices" then installed the previous camera driver version available, restarted and now its fixed. Dell obviously didn't test this new driver before it went out but thats not a big surprise
markmcq
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May 26th, 2025 19:30
@marky310 Thank you, can you link the previous camera driver?
marky310
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May 27th, 2025 04:19
@markmcq
Right here
markmcq
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May 27th, 2025 15:45
@DELL-Nat M That worked.
AndyH_Wales
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May 29th, 2025 07:01
Hi,
I have exactly the same problem and it still persists after installing the driver shown above.
"To fix this, please download and install the current infrared camera driver from Dell Support. After installation, restart your system and check if the camera is working again."
Any ideas ?
marky310
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3 Posts
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May 31st, 2025 07:14
@AndyH_Wales Check Windows Update. They push out Dell drivers and I believe the correct camera update is included. Search for updates then click Advanced Options in the Windows update list of options and then check Optional Updates for the camera driver
AndyH_Wales
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June 3rd, 2025 08:11
@marky310 nope still doesn't work. There are no updates available. Thanks anyway.
markmcq
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June 8th, 2025 11:58
@DELL-Nat M The infrared camera stopped working again, despite re-installing the January Intel driver. Also, the Dell "Optimizer" app crashes when I click on presence detection. There are no Windows updates available. What a mess for an expensive laptop.
DELL-Chris M
Community Manager
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56.8K Posts
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June 9th, 2025 13:22
@markmcq
Was 6.0.2.0 the version of Dell Optimizer Application that you uninstalled?
(edited)
markmcq
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June 9th, 2025 20:02
@DELL-Chris M We'll it's uninstalled so I wouldn't know.
tmilter
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1 Message
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June 10th, 2025 04:09
Likewise for me. Spent an hour with a dell tech on the phone and he concluded I didn't have an IR camera (dell.ca says otherwise). Windows hello/facial recognition was working until about 3 weeks ago.
markmcq
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June 10th, 2025 11:06
The laptop is still doing presence detection somehow, it locks when I walk away and unlocks when it sees me.