Face recognition fail

Question

Facial recognition abruptly stopped working for start-up. No changes were made prior to failure. All relative permissions are enabled. PIN log in works properly. Surface GO 2 Windows 11

Answer 1

Hi, Richard Chaney

Since the PIN still works, the sign-in system itself is fine. The failure is more likely related to the infrared camera driver, Windows Biometric Service, or damaged biometric data.

Besides the solutions provided by the Q&A Assist, here are some suggestions you can try: 

Open Device Manager, expand Cameras, then look for entries such as IR Camera or Windows Hello Face Software Device. Right-click each relevant entry, select Uninstall device, then restart the Surface. Windows should reinstall the devices automatically.

Press Windows + R, type services.msc, and press Enter. Find Windows Biometric Service, make sure its startup type is Automatic, then select Restart.

If that does not help, stop Windows Biometric Service, open C:\Windows\System32\WinBioDatabase, and move the .dat files to a temporary backup folder. Start the service again, restart Windows, and set up facial recognition. This rebuilds potentially damaged biometric data.

You can also test Windows Hello in a new local user account. If it works there, the original Windows profile is likely damaged rather than the camera itself.

Thank you for your patience in reading, I hope this information has been helpful to you. 

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Answer 2

For a Surface Go 2 on Windows 11, try this order:

1. Sign in with the PIN, then check for Surface and Windows updates.
   • Open the Surface app.
   • Expand Help & support.
   • If updates are available, select Check for updates to open Windows Update and install them.
   • Then test Windows Hello again.
2. Improve the face scan.
   • Go to Start > Settings > Accounts > Sign-in options > Windows Hello Face.
   • Select Improve recognition.
   • This is especially useful if lighting changed, the device was moved, glasses were added or removed, or facial hair changed.
3. Check common recognition blockers.
   • Make sure the camera is clean and not obstructed.
   • Check lighting. Very bright side lighting or dark rooms can prevent recognition.
   • Remove hats or face-framing accessories.
   • Some makeup styles can interfere with infrared recognition.
4. If it still fails, remove and set up Windows Hello again.
   • If Windows Hello does not recognize the face or shows an error, sign in with the PIN and set up Windows Hello again.
5. If the issue started after a recent Windows update, use PIN/password temporarily.
   • There is documented Windows Hello impact on some devices after the April 8, 2025 update in specific conditions.
   • If that applies, install the update that addresses it.
6. If recognition is still unreliable after the checks above, the camera hardware may have a problem.
   • On Surface devices, also try the built-in Windows Hello troubleshooter from the Surface support article.

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• April 8, 2025—KB5055523 (OS Build 26100.3775)