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My Windows Hello Face only works on cold/normal boot after last update.

Elicia Baker-Rogers 0 Reputation points
2026-05-15T22:17:42.7033333+00:00

When I start my computer, it will open via Hello Face. However, if I restart it, I have to use my PIN to open to the desktop.

I have tried the following steps to resolve this issue to no avail.

  1. Check sign-in behavior setting Go to Settings > Accounts > Sign-in options. Under Additional settings, check “Use my sign-in info to automatically finish setting up my device after an update or restart”.
    • If it’s on, try turning it off, restart, test, then turn it on again and test.
    • If it’s off, turn it on, then restart and see if Hello Face works.
  2. Re-run Hello Face setup / improve recognition In the same Sign-in options page, under Facial recognition (Windows Hello):
  3. Check Windows Update and optional drivers Go to Settings > Windows Update > Check for updates and install everything, including any Optional updates (especially camera/biometric drivers), then restart.
  4. Biometric service check Press Win + R, type services.msc, press Enter. Find Windows Biometric Service and make sure:
    • Startup type is Automatic
    • Status is Running; if not, start it and then restart your PC.

I noticed that the Biometric Service would run for a little after I restarted it, but restarting the BioMetric service still did not make my HelloFace work on restart.

Please assist, when my desktop stops working like it used too, it is very frustrating.

Thank you

Windows for home | Windows 11 | Accounts, profiles, and login

2 answers

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  1. Alex-L 6,890 Reputation points Microsoft External Staff Moderator
    2026-05-21T13:54:58.56+00:00

    Hi Elicia Baker-Rogers

    I understand how frustrating this is, especially when Windows Hello works on a normal startup but not after a restart.

    Based on your description and the steps you’ve already tried, this behavior is commonly caused by the biometric driver or device not properly reinitializing after a reboot, not a configuration issue.

    What you can try next:

    1. Check camera power management
    • Open Device Manager → expand Cameras
    • Right-click your IR (Windows Hello) camera → Properties
    • Go to Power Management tab
    • Uncheck “Allow the computer to turn off this device to save power”
    • Restart and test This is a common cause where the sensor doesn’t wake properly after restart.
    1. Reinstall the IR / Hello camera driver
    • In Device Manager → Cameras
    • Right-click your IR camera → Uninstall device
    • If available, tick “Delete the driver”
    • Restart the PC (Windows will reinstall it automatically)
    • Test again Driver issues are one of the most frequent causes of Hello failing after reboot.
    1. Toggle Enhanced sign-in security (if available)
    • Go to Settings → Accounts → Sign-in options
    • Under Additional settings, look for “Enhanced sign-in security”
    • Turn it OFF (temporary test)
    • Restart and check Some hardware doesn’t fully support this feature, which can block biometric login after restart.
    1. Reset the biometric database
    • Stop “Windows Biometric Service” in services.msc
    • Go to: C:\Windows\System32\WinBioDatabase
    • Delete contents of that folder
    • Start the service again
    • Re-enroll your face If the service briefly runs then stops, this can indicate corrupted biometric data.

    If all of the above still fail, check whether the issue started after a recent Windows update, some updates have been known to affect Windows Hello behavior after restart.

    Since this is a public forum, please note we don’t have access to your device or account, but these steps cover the most likely root causes for the scenario you described.

    Hope this helps. Feel free to update here if anything comes up!

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  2. AI answer

    2026-05-15T22:17:56.6766667+00:00

    The behavior can be caused by Windows Hello configuration, device support/firmware, or policy-level issues. Based on the available information, use the following checks and fixes that specifically affect Windows Hello Face at sign‑in (not just unlock):

    1. Reconfigure Windows Hello Face completely
    • Sign in with PIN.
    • Go to Start > Settings > Accounts > Sign-in options.
    • Under Windows Hello Face (or Facial recognition (Windows Hello)):
      • Select Remove.
      • Restart the PC.
      • Go back to Sign-in options and select Set up to enroll the face again.
    • After re-enrollment, test both a normal shutdown/start and a Restart. If recognition is unreliable (especially with glasses or different lighting), use Improve recognition from the same page to add additional face data.
    1. Confirm the device and camera/firmware support Hello Face correctly
    • If using a Surface device, verify that the model actually supports Windows Hello Face. Some models (for example, Surface Laptop 13-inch 1st Edition and all Surface Laptop Go models) do not support facial recognition and only support fingerprint.
    • Make sure the device is fully updated:
      • Install all Windows and firmware updates. On Surface, use the Surface app → Help & support → Check for updates to ensure all drivers/firmware are current, then test again after a restart.
    1. Run the Windows Hello troubleshooter (for supported devices)
    • If the device supports facial recognition and is fully updated, run the dedicated troubleshooter for Windows Hello Face issues:
      • Use the Windows Hello troubleshooter link (for example, from the Surface troubleshooting article) and follow the guided steps, then test both cold boot and restart.
    1. Check for policy conflicts that affect Hello at logon (especially on domain-joined or managed PCs)
    • On Windows 10/11 devices that are domain-joined or managed, certain security policies can prevent facial recognition from being used at the initial sign‑in after startup, even though it still works to unlock the device.
    • Specifically, if the Group Policy Interactive logon: Do not display last user name is set to Enabled, facial recognition sign‑in at startup/logon can be blocked while PIN/password still work.
      • Path: Computer Configuration > Windows Settings > Security Settings > Local Policies > Security Options.
      • Set Interactive logon: Do not display last user name to Disabled, then restart and test Hello Face on restart.
    1. If biometric authentication still fails intermittently For devices using Enhanced Sign-in Security (ESS) and VBS-based biometric isolation:
    • Open System Information and confirm Virtualization Based Security is Running.
    • Under Software Environment > Running Tasks, confirm bioiso.exe and ngciso.exe are present.
    • If biometrics are unreliable:
      1. In Settings > Sign-in options, remove the Windows Hello Face enrollment and re-enroll.
      2. In Device Manager, under Biometric devices, uninstall the camera/biometric device and restart so Windows reinstalls the driver, then test.
      3. Remove the PIN, restart the Windows Biometric Service (wbiosrvc) from an elevated command prompt (net stop wbiosrvc && net start wbiosrvc), then set up PIN and Hello Face again and test.

    If, after these steps, Hello Face consistently works on cold boot but never on restart, and the device is managed by an organization, contact the administrator to review applied security policies that may be affecting Windows Hello behavior at restart.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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