Setting up ProHello and Windows Hello

ProHello contains two cameras:

• The main iContact Camera — 4K, for video calls
• A dedicated infrared camera — for Windows Hello facial recognition

What the arm position does

Folding the arm up opens Secure Switch, which physically cuts power to the 4K camera and the microphones. No software can override it.

The infrared camera stays on. That is deliberate — it means Windows Hello can still recognise you and sign you in as you sit down, while the camera that can actually see your room stays unpowered.

Before you start

Windows requires a PIN on your account before it will offer facial recognition. If you have not set one, do that first under Sign-in options.

Set up Windows Hello

1. Connect ProHello to your Windows computer.
2. Open Settings.
3. Select Accounts > Sign-in options.
4. Select Facial recognition (Windows Hello).
5. Select Set up.
6. Follow the onscreen instructions while looking directly at the camera.

How far away can it recognise you?

Between roughly 12 and 47 inches (31–120 cm) from the camera. Normal seated distance at a desk sits comfortably inside that range. If recognition is unreliable, check you are not leaning well back beyond arm's length, or so close that your face fills the frame.

Which camera do I select for video calls?

Select iContact Camera. The infrared camera is built for authentication rather than video, and your image will look strange if you pick it.

Windows shows the infrared camera in the list because Windows Hello needs it to be a visible camera device — that is how the biometric sign-in works. Every Windows Hello camera behaves this way.

If your 4K camera is missing from Zoom or Teams

This is the most common ProHello question, and the cause is usually timing.

Meeting applications scan for cameras when they launch. If your app was opened while the camera arm was up, the 4K camera was unpowered at that moment, so the app only found the infrared one.

1. Lower the camera arm.
2. Quit your meeting application completely — from the system tray, not just the window.
3. Reopen it and select iContact Camera.

If Windows Hello has trouble recognising you

• Make sure the camera has a clear view of your face
• Check you are within about 12–47 inches (31–120 cm) of the camera
• Clean the lens
• Light your face evenly — avoid a bright window directly behind you

You can also return to Settings > Accounts > Sign-in options > Facial recognition and choose Improve recognition, or remove the setup and repeat it.

If facial recognition says “This option is currently unavailable”

Work through these in order:

1. Restart the Windows Biometric Service. Open Services, find it, and restart it.
2. Remove the existing Windows Hello face setup and add it again.
3. Update Windows and your camera drivers.
4. Run sfc /scannow from an administrator command prompt.
5. Test on a second Windows user account to rule out a profile problem.

Running a Windows “N” edition? Check under Settings > System > About. If your edition name ends in N, Windows is missing its media components, and Microsoft lists both Webcam and Windows Hello among the features that will not work until the Media Feature Pack is installed. Add it under Settings > System > Optional features > Add an optional feature, restart, then run setup again. This applies to any camera on an N edition, not just ProHello.