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Unable to setup Windows Hello: "it looks like you've already setup Windows Hello on another account."

Anonymous
2017-10-28T00:03:37+00:00

I suddenly find my Windows Hello has stopped working on my Surface Pro 4. So I remove it and try to setup again.

However, it displayed "Something went wrong: it looks like you've already setup Windows Hello on another account Remove face recognition from your other account and then try again."

Which other account is it referring to? I am only using Windows Hello on my own account, but on 2 Surface Pros. It used to work just now, if there a new bug/feature that prevents us from using Windows Hello on 2 PCs using the same account?

Thank you.

Windows for home | Windows 10 | Windows Hello, lock screen and sign-in

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  1. Anonymous
    2018-01-02T11:57:37+00:00

    Hi Guys, 

    I have been having issues over the past 7 days with this, and you could say I know a thing or two about Windows 10.

    I have carried out the following procedure on both of my machines now and they worked a treat first time.

    Use the follwing below at your own risk, I always recommend taking a backup.

    1, Remove Windows Hello Pin.

    2, Stop the The Windows biometric service under services.

    (I unplugged my USB IR camera to stop this, you may need to uninstall the inbuilt camera drivers to stop yours)

    3, Browse to C:\Windows\System32\WinBioDatabase\ and delete all entries, I had two for two user accounts.

    4, Restart computer

    5, Plug camera back in or reinstall drivers for inbuilt web camera.

    6, Restart computer

    7, Log in with account password, setup Hello by creating a Pin first.

    8, Setup face recognition within Windows Hello

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  1. Anonymous
    2017-11-26T02:31:18+00:00

    I'm not experiencing this on the surface pro. I'm experiencing this on a Dell Inspiron I7 laptop. 

    All of a sudden it gave me this problem when there is only one account. 

    Please advise!

    2 people found this answer helpful.
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  2. Anonymous
    2017-11-26T06:20:56+00:00

    I finally submitted my feedback via the feedback hub as I am still having the issue.

    When are we going to have the fix? Thanks.

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  3. Anonymous
    2017-11-26T06:11:00+00:00

    Hi Rey, Angela,

    Now I am confused. On Oct 31, Angela from Microsoft has confirmed there is a known issue of Windows Hello on the recent Windows update for a "small" number of users. 

    I am still suffering the same issue as of today.

    My question is which version of Windows we should be using without a known issue on Windows Hello?

    Thanks.

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  4. Anonymous
    2017-11-26T02:28:14+00:00

    Hi Mak,

    Setting up Windows Hello may be adversely affected by software conflicts brought about by a recent update.

    If you are receiving the same error message on a Surface Pro 4, we recommend that you check Troubleshoot problems with Windows Hello on Surface and follow the steps provided in the article to resolve the issue.

    After performing the steps, kindly share with us the result.

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