Face recognition login no longer available

Question

I have a Surface Pro 8 I bought in Aug. I have used face recognition to login. Starting a few days ago, Surface is not using face recognition anymore, and requires a PIN, which I don't have. Now I'm not able to login anymore.

Please advise. Thanks.

Answer 1

Hi YI.ZHANG,

Thank you for posting in Microsoft Community.

I understand that you're having trouble logging in to your Surface Pro 8. It's possible that the face recognition feature may have been disabled or there may be an issue with the camera.

Here are some steps you can try to resolve the issue:

1. Restart your Surface Pro 8 by holding down the power button for 20seconds. Then try logging in again using face recognition.
2. If that didn't work, try signing in with your Microsoft account password instead. Select the sign in options and select "Password" to sign in with your Microsoft account.
3. If your able to sign in with your password, set up the facial recognition again by going to Settings > Accounts > Sign-in options > Windows Hello Face > Set up or improve recognition. You may check other suggestions from this article Troubleshoot problems with Windows Hello on Surface - Microsoft Support.
4. Then set up a PIN or reset it if you don't remember your PIN, you can reset it by going to Settings > Accounts > Sign-in options > PIN > I forgot my PIN.

Let me know if you're able to sign in with your Microsoft account password.

I hope to hear back from you.

Kind regards,

Lavenia

Answer 2

Hi Lavenia,

Thanks for your reply.

1. It did not work. Surface still required PIN to sign in.
2. Sign-in options has 2 icons: a smily face, and a telephone keypad. Smily face takes me back to PIN login, clicking on telephone keypad does nothing.

So, I'm stilled locked out.

Answer 3

We may need to reset your device from the sign in screen.

1. Hold the Shift key down while you select Power > Restart in the lower-right corner of the screen.
2. After your Surface restarts to the Choose an option screen, select Troubleshoot > Reset this PC.

You have the option of keeping or deleting your files. After the reset, you will be able to bypass the log in screen. Check for any updates available and set up Windows Hello facial recognition as well as a PIN.

I hope this will work this time.

Answer 4

Hello YI.ZHANG,

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