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

Question

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.

Answer 1

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

Answer 2

Hi James,

To help you with your concern, we encourage you to submit your issue using the Feedback Hub. When you submit a feedback item, we gather additional details and information about your issue that will help determine what's causing it and address it.

We look forward to your response.

Answer 3

I am also having this issue on a Dell Inspiron 13 7000 series machine. Things were fine until a couple days ago. The only software I have recently installed are updates to Windows (which install whenever they feel like it). Would be great to see this resolved ASAP.

Answer 4

I just installed the Fall Creators Update on my Surface 4...and I am having the same problems as others are mentioning... this is what I get to update my windows hello "It looks like you've already set up Windows Hello on another account.  Remove face recognition from your other account and then try again."  I don't have another account...and this just started when I did the Creators Update.  It is almost December (tomorrow)....when should we expect a fix/update to solve this issue?

Answer 5

Feedback items regularly receive Microsoft responses on the submissions in the Feedback thread so you can see what they are doing about your feedback. Please revisit frequently to see the status of your feedback items. 

Should you need further information, don't hesitate to contact us.

Regards.