cannot set up windows hello on surface pro 7

Question

when I go to settings and sign-in options under windows hello it says "this option is currently unavailable" and when i select it it says "something went wrong. Try again later." i'm not sure how to fix this as it should be available on my device

Answer 1

Hi Roos =,

Thank you for reaching out to Microsoft Community. We are sorry to hear about the issue you are having on your Surface Pro 7.

May we ask if the device was linked to a work or school account?

        Please go to Settings > Accounts > Access work or school

Please check if there is work or school account listed on this page. If yes, the issue is caused with this since the device is being linked to that account. Please try to remove/disconnect the account first then set up Windows Hello again. After setting up Windows Hello, you can then add the account again.

        To disconnect the account: you may click on the account and Disconnect option will appear.

If this answer your question, we highly encourage you to inform our Community by clicking on Yes or marking my post as an answer. This will help other members who may have the same issue as you. Otherwise, don't hesitate to update us so we can further assist you.

Kind Regards,

Marrion Y.

Answer 2

Hi Marrion,

Thank you for your response. I disconnected the account however, I still have the same issue. I have uploaded a photo of what comes up when i attempt to set up windows hello

Answer 3

Hi Roos =,

Thank you for your response.

Is the Surface set up with your personal Microsoft Account? To check, go to Windows Settings > Accounts > Your Info

Can you please check under Sign in options if the PIN sign in option is also showing unavailable?

Is the camera (front) working if you'll try to take a picture?

Please try these steps to troubleshoot the device:

1: Run Surface Diagnostic Toolkit and check Windows Update

2: Update drivers and firmware

                               Check what is the current OS Build of your Windows version by going to Settings > System > About.

                               Go to Download driver and firmware for Surface, choose Surface Pro 7 then click Download on the next page.

                               Choose the .msi file that matches your current OS Build and click Next.

                               After downloading, run and install the .msi then Restart.

We'll wait for your response

Kind Regards,

Marrion Y.

Answer 4

Hi Marrion,

My surface is set up with my personal account. The pin option does say it's unavailable however, I set it up when setting up my computer so it works when signing in. The front camera does work.

I went through all of the steps and windows hello is still unavailable. 

kind regards, 

Roos

Answer 5

Hi Roos =,

Thank you for the response.

Try to Perform an In-place Upgrade with Windows 10. This wont affect any of your files and applications on the device. Ensure you are signed in or have administrator rights to do a repair install. Unplug all external peripherals except for the Mouse, Keyboard, and LAN cable (if there is) before starting. Disable or uninstall any 3rd party Anti-Virus Program to prevent it from interfering with the upgrade. 

1. Select Download tool now, and select Run. You need to be an administrator to run this tool.
2. On the License terms page, if you accept the license terms, select Accept.
3. On the What do you want to do? page, select Upgrade this PC now, and then select Next.
4. After downloading and installing, the tool will walk you through how to set up Windows 10 on your PC. All Windows 10 editions are available when you select Windows 10,except for Enterprise edition.
5. When Windows 10 is ready to install, you’ll see a recap of what you’ve chosen, and what will be kept through the upgrade. Select Change what to keep to set whether you would like to Keep personal files and apps, or Keep personal files only, or choose to keep Nothing during the upgrade.
6. Save and close any open apps and files you may be running, and when you’re ready, select Install.
7. It might take some time to install Windows 10, and your PC will restart a few times. Make sure you don’t turn off your PC.

Kind Regards,

Marrion Y.