Any other ideas?
Windows Hello Face Software Device is missing
![](data:image/svg+xml, %3Csvg xmlns='http://www.w3.org/2000/svg' height='64' class='font-weight-bold' style='font: 600 30.11764705882353px "SegoeUI", Arial' width='64'%3E%3Ccircle fill='hsl(128, 8%, 22%)' cx='32' cy='32' r='32' /%3E%3Ctext x='50%25' y='55%25' dominant-baseline='middle' text-anchor='middle' fill='%23FFF' %3EA%3C/text%3E%3C/svg%3E)
Anonymous
Device: Surface Pro 6
Specs: i5, 8GB, 128GB
OS: Windows 10 Home
Version: 1809
Build: 17763.475
Windows Hello face recognition stopped working a few days ago. This might be related to an update from Windows Update. Besides that I have no idea what could have caused the issue.
I re-ran Win Update and restarted the device multiple times.
Then I checked the Device Manager. There was a strange entry. A problem with "Biometric devices". I think it had an exclamation mark on it. I uninstalled the Windows Hello Face Software Device. I expected it to reinstall once I reboot the system and search for hardware changes using the Device Manager. But the entry "Biometric devices" and "Windows Hello Face Software Device" did not reappear.
I tried running the "SurfaceDiagnosticToolkit_SA", installing "SurfacePro6_Win10_17763_1900807_2", turn all cameras off and then on again in the UEFI and tried this:
- Open Device manager by typing
device manager
in the Cortana/Search field lower left hand corner
- Expand System Devices and find the Microsoft IR Camera Front and uninstall by
right clicking/pressing and holding (but don't delete the driver when prompted).
Then do the same for Surface Camera Windows Hello
- restart your Surface twice.
If this fails to resolve the issue,
- Open device manager as above
- Expand System Devices again
- Find the MICROSOFT IR CAMERA FRONT -
- right click/press and hold and then select Update Driver
- Select Browse my computer for driver software
- Let me pick from a list of device drivers on my computer
- Microsoft IR camera front and then click or tap NEXT to install the driver
- restart Surface twice.
Then, go through the process again but select SURFACE CAMERA WINDOWS HELLO and
go through the same steps as above and when you browse your computer, use
Surface Camera Windows Hello. Install as above and restart twice again.
But I can't find the "SURFACE CAMERA WINDOWS HELLO" either.
I'm pretty pissed. Please help.
Sincerely,
Stefan
Windows for home | Windows 10 | Windows Hello, lock screen and sign-in
Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.
6 answers
Sort by: Most helpful
-
Anonymous
2019-05-21T13:38:06+00:00 -
Anonymous
2019-05-13T01:39:29+00:00 Hi JesusIsMyLord95
My name is Andre Da Costa; an Independent Consultant, Windows Insider MVP and Windows & Devices for IT MVP. I'm here to help you with your problem.
Press Windows key + R
Type: rstrui.exe
Hit Enter
This will start the system restore wizard. Choose a restore point more before the problem started.
-
Anonymous
2019-05-13T03:25:56+00:00 Press Windows key + R
Type: appwiz.cpl
Hit Enter
Click View installed updates
Select the recent update
Right click it then click uninstall.
Restart into Normal mode then check if stability/functionality is restored. If it is, proceed with the next steps.
The update will try to install again, so use the following to block it:
Is there an option or work around to block updates or hardware drivers that might cause problems?
Yes, Microsoft has released a KB update (KB3073930) that will let users block or hide Windows or driver updates.
You can download it at the following link:
https://support.microsoft.com/en-us/kb/3073930
After downloading, launch it, click Next, wait while it detects pending Windows Updates.
Click the Hide Updates menu.
Scroll through the list then select then select the update. Check the box next to the update then click Next to confirm changes.
Check if the camera now works.
If that does not work...
I recommend you reset the device....
Click Start > Settings (or press Windows key + i) > click Update & security
Click Recovery then click Get Started under Reset this PC
Since we are performing a clean install, I will be selecting the option Remove everything, if you don't want to do that, you can click Keep my files
Reset offers two types of clean installs:
Just remove my files - this option is quicker and recommended if you just want a fresh start and you plan to keep the computer.
Remove files and clean the drive - if you plan to giveaway or resell your computer, this option ensures the computer is cleaned properly. Its takes a bit longer, but it is recommended if you plan to no longer use this computer.
Since I will be using this computer, I will choose the first option.
Click Reset to begin
Windows 10 will restart
Preparing to perform a reset
Resetting - this might take some time depending on the amount of data
Windows will check the drive for errors and fix them.
Windows 10 performs a clean install again
Out of Box Experience (OOBE)
The Out of Box Experience assist with personlizing your Windows experience such as creating a user account, connect to a wireless network and adjust privacy settings.
Choose your country, language, keyboard layout and time zone then click Next
Read and accept the End User License Agreement
If you want to customize your privacy settings, you can do so now. Please note, you can always do this after setup (Start > Settings > Privacy). For now, lets use Use Express settings
Wait while Windows 10 restarts
Setup your username, password and a hint then click Next
There you have it, a clean installation of Windows
Check if the Windows Hello/camera now works.
-
Anonymous
2019-05-13T13:22:22+00:00 Blocking an update would disable the update from installing that might have interfered with the camera.
-
Anonymous
2019-05-13T01:50:36+00:00 Hi Andre
Thanks for helping me out!
There are no restore points. I might have deactivated this feature...
Other ideas?