Cannot Get Windows Hello (Face) Working

This is terribly frustrating, this is the third time this has occurred in the last couple months, and every time it is due to an update from Microsoft. I have fixed it two previous times by removing biometric windows hello feature, re-adding, and re-installing camera drivers. However, this time it's not working, and obviously many others are affected by this. I've tried the policy manager, everything for biometrics is good to go, looked over the corresponding registry keys, removed device and drivers for anything connected to the camera, ensured that only the admin account is and work account is removed when making changes. Nothing is working.

This also affects many other camera apps and my video conference software. I love windows but this is becoming too ridiculous, if there isn't a fix for this within the next 48hrs our research team is switching to Mac. Not having Windows Hello is no big deal, but this affects other software and it's not a one time thing.

Great update :(

Hi Kimaya,

I have had the same issue, and also am using an Asus Zenbook Pro Duo, and I had a an issue when my Hello stopped working and it also affected my ability to use Zoom and Google Meet for work. I ran through a million different fixes that I am pretty familiar with, and none worked. Then I must have gotten an update overnight, when I returned and rebooted it was up working again, as was my video call apps......and then it dropped off again lol.

Additionally, I have been getting massive throttling of my CPU at times, and from what I am reading there have recently been a couple updates that have really not played well with Asus laptops. I don't know if there is an active fix in the works or what, I just know that I have a meeting at on Monday on zoom and I'm hoping some other new fix comes in.

However, here are some fixes that might work, as this is been an issue I have dealt with more than once with windows updates and Hello issues. If you have restore points, maybe try restoring back to a much earlier date when it was working. If not you can try going to device manager and when it comes up you can try deleting the Biometrics and Camera devices. Right click and uninstall on the device listed under those sections and then reboot. Windows should automatically re-install the Biometrics and Camera devices and their drivers when it restarts, that might also do the trick. You can go back into device manager to check if it has reinstalled them a couple minutes after your initial reboot. If so, try your zoom app out and see if it works.

Hello,

See if this fix helps you:

https://www.kapilarya.com/fix-facial-recognition-not-working-in-windows-11-10

Let us know if this helps!

Note: Included link in this reply refers to blog by a trusted Microsoft MVP.

Thanks for the replies.

I have ordered a replacement webcam for Windows Hello.

If I'm still having problems I will come back here.

Thanks :)

Hello Brett,

Thank you for reaching out to the Microsoft Community and I'll be glad to assist you today.

Since Windows Hello Facial recognition was working before re-installing Windows, it is possible that the necessary drivers may not be installed.

Ensure you have downloaded and installed all the latest Windows updates first. Because necessary drivers will be downloaded automatically from the Windows updates after a system re-installation.

If all the drivers are installed and you are experiencing issues setting up the Windows Hello camera, please go to your PC manufacturer's website and see if you can download the required IR Camera drivers for your device.

• If you are having trouble finding the drivers, type msinfo in the Search bar on the taskbar and click enter.

(Post a screenshot of the resulting dialog box. )

• Alternatively, Click Windows + X --> Go to Device Manager and expand the arrow next to cameras/imaging devices.

• Right-click your default camera driver, select Uninstall device, select the Attempt to remove the driver for this device check box, and then select Uninstall.

• Once uninstalled, restart your PC.

• Go to Settings > Accounts > Sign in options > Set up Windows Hello Facial recognition.

See if it helps.

If that didn't work, see if re-installing the drivers from your PC manufacturer helps.

I hope this information helps. If you have any questions, please let me know and I will be happy to help you further.

Best regards,

Gunasekar N