Hello Face Recognition No Longer Working for Surface Book

Question

My Hello Face recogniition stopped working after a recent update on 7/15/2020. I was on chat support with two techs for over an hour to be told to remove the latest updates which I did and restarted the computer but it still did not work then I went back to the updates and noticed that the ones that I removed came right back. Is there any way to stop that or fix this issue?

Answer 1

Hi, SharittaMarshall!

Thanks for reaching out to Microsoft Community. We are sorry to learn you have issues with your Windows Hello after installing the most recent Windows updates on your Surface Book 2. This isn't the experience we want you to have.

May we know if you went to Surface UEFI?

1.    Select Start  **>**Settings >Update& S****ecurity  >Recovery.

2.    Under Advanced startup, select Restart Now.

3.    Under Choose an option, select Troubleshoot > Advanced Options > UEFI Firmware Settings, and then select Restart.

4.    Go to Devices, disable IR Cameraand Front Camera, then re-enable them.

5.    Hit on Exit, then Restart.

If you're still unable to sign-in, we suggest to do a reset on the device. 

At the sign-in screen:

1. On your keyboard, press the Windows logo key + L. If you need to, dismiss the lock screen.
2. Hold the Shiftkey down while you select Power > Restart in the lower-right corner of the screen.
3. After your Surface restarts to the Choose an option screen, select Troubleshoot**>**Reset this PC.

You can check this page to be guided as well: https://support.microsoft.com/en-us/help/4023533/

If this answers your question, please let our Community know by marking this post as an answer. Otherwise, don't hesitate to respond to this thread if there’s anything else that needs to be addressed. 

Kind regards,

Janette_Z

Answer 2

I had the same problem and tried all this but facial reco still not working