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My face id stopped recognizing me and now it glitches out when I try to reset it.

Anonymous
2023-10-26T04:05:52+00:00

About a week ago I tried to log onto my surface and the face id didn't work so I just typed in my pin but it kept not working so I go in settings and try to reset face id but when I did that a black screen came up saying either saying align face in camera or look directly at camera with a black screen and then nothing after that. So I don't know if my camera isn't working or if it is a glitch in the facial recognition. Please help, thanks!

Surface | Surface Pro | Safety and security

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  1. Anonymous
    2023-10-26T18:15:55+00:00

    Hi Trev D

    Thank you for posting in Microsoft Community.

    I understand that you're experiencing issues with your Surface Pro 9's Face ID. It's possible that the issue could be caused by a glitch in the facial recognition system or a problem with the camera. I am here to help and let us work on this together.

    Here are some troubleshooting steps that you can try:

    1. Try restarting your Surface Pro 9 and see if that resolves the issue. Press and hold down the power button until your Surface shuts down and restart and you see the Windows logo screen (about 20 seconds), then release the power button.
    2. Make sure that your Surface Pro 9 is up to date with the latest software updates. You can check for updates by going to Settings > Windows Update > Check for updates. You may also check optional updates available.
    3. Check if the camera is working properly by opening the Camera app and taking a photo or video. If the camera is not working, you may need to contact Microsoft support for further assistance.
    4. If the camera is working, try resetting the Face ID again by going to Settings > Accounts > Sign-in options > Windows Hello Face > Remove. Then, set up Face ID again by following the on-screen instructions.

    For other troubleshooting guide, see Troubleshoot problems with Windows Hello on Surface - Microsoft Support. You may also check this article Surface camera not working - Microsoft Support to further troubleshoot your camera.

    If none of these steps resolve the issue, kindly give answers to the following questions so we can further isolate your issue and formulate appropriate troubleshooting steps.

    • May I know which Surface Pro 9 configuration do you have? The Intel or 5G?
    • When did this issue started?
    • Were there any changes made prior to this issue happening?
    • What build version of Windows is your device currently using?

    I hope the provided solution works for you. I look forward to hearing from you.

    Kind regards,

    Lavenia

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  2. Anonymous
    2023-11-02T22:23:10+00:00

    Hi Trev D,

    We haven't heard from you, so we assume that your issue has already been addressed. We will not be monitoring this thread moving forward so, if you need further assistance, please create a new thread to discuss these concerns by clicking this link: Create a new question (microsoft.com).

    Thank you for understanding. 

    Kind regards,

    Lavenia

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