Windows Hello-Surface Laptop

Question

My surface laptop now says that "windows hello isn't available on this device". It worked for a few months, and now has stopped working and will not allow me to set it up. I have run through all of the biometrics fixes, and still, nothing has worked to resolve this issue.

Answer 1

Which version of Windows 10 is currently installed? See how to verify:

https://answers.microsoft.com/en-us/windows/wik...

Which version and edition Windows did you originally upgrade from or was installed prior to your current version:

Windows 10 - 1703, 1607, 1511, 1507 (build 10240)

Windows 8.0 Core, Windows 8.1, Windows 8.0 Pro, Windows 8.1 Pro

Have you installed all the latest firmware updates for your Surface?

Have you done all of the following?

1. Reset Facial Recognition and/or Fingerprint Options

Press Windows key + I to open Settings.

Click Accounts and select Sign-In options.

Locate Fingerprint or Facial Recognition options and click Remove under them.

After that, click Get Started and follow the on-screen instructions to reset Fingerprint and Facial Recognition.

Reboot your PC if needed.

2. Modify Group Policy Settings

Creators Update might have modified some of the crucial settings of Group Policy. Therefore, we would recommend to launch the Group Policy Editor and check/edit the settings related to Windows Hello functionality.

Pres Windows key, type gpedit, and press Enter.

Click on Computer Configuration and open Administrative Templates.

Select Windows Components and open Biometrics.

Click on Facial Features and right-click on Configure enhanced anti-spoofing option.

Select Edit and disable the Configure enhanced anti-spoofing feature.

Reboot your PC.

3. Update drivers

If some of the system drivers, most probably webcam and fingerprint reader drivers, were corrupted during the upgrade process, Windows Hello may fail to perform. To fix that, try to update the corresponding drivers:

Right-click on Windows key and select Device Manager.

Locate the Hello, webcam, and fingerprint drivers individually and right-click on each of them.

Select Remove driver software and wait for the removal to be finished.

Repeat the removal with all Windows Hello related drivers and then reboot your PC.

Once done, open Device Manager, click Action -> Scan for hardware changes.

The system should automatically detect and reinstall the drivers.

Answer 2

Hi Merissa

Thanks for bringing this to the community and sorry for the delays. We're you able to find solution these passed days? If so, please let the community know that steps that you've done to address it, so it may help others who have the save concern.

Are you also using Surface device? If so, and you're still having the same issue, you may want to try these methods:

A.Fix common Surface problems using the Surface Diagnostic Toolkit.

B. Roll back the the Surface Camera Windows Hello driver:

It was said in this thread that rolling the said driver back to its previous state resolved the same concern. To do it:

1. Click on Cortana and type Device Manager.
2. Open Device Manager.
3. Expand System devices.
4. Look for Surface Camera Windows Hello and long press on the item to bring up the right-click options.
5. Choose Properties.
6. Go to the Driver tab.
7. Click on Roll Back Driver.
8. Restart your device.

Feel free to get back to us with any results.

Answer 3

I have completed all of the steps suggested, with no luck. It still says: "Windows Hello Isn't available on this device".

Answer 4

Please see if these links help:

http://www.thewindowsclub.com/windows-hello-isn...

https://blogs.windows.com/devices/2015/12/17/ho...

https://answers.microsoft.com/en-us/surface/for...

Answer 5

I currently have windows 10, version 1709. I have tried each of those steps, with no success. Your last suggestion did not work because I could not locate drivers for hello, fingerprint, and/or webcam.