Windows Hello for Business Not Working for all users

Question

Via Our Entra support, I first logged a support request, this issue on Tuesday 30th October 2025, I had no response to this Job I logged as Category C. So I then relogged the Same issue as a Category A issue on Friday the 5th October 2025. It is now 6th October 2025 and I have heard absolutely nothing from Micrsoft about this issue. No emails, no telephone calls, despite our oranisation paying for a Azure support subscription on top of the large Monthly fee we pay for user licensing.

It appears between the night of Monday 29th September and the Morning of Tuesday 30th something dramatically changed within the Tenant I manage and I can't workout what has changed after much troubleshooting that I am still working on. I arrived at work on Tuesday with loads of support calls as no member of staff could use any of the Windows Hello for Business options to login to their computers. This for me really frustrating not just because of the number of support calls, but because i have been encouraging staff to use their new Biometric login devices to enhance our company's security and now they don't work. Also, as a busy IT Manager and the only IT professional in the Company I am part way through replacing our old Windows 10 computers with fancy new Windows 11 computers so everyone will be enabled for password less logins. I have until this issue is resolved suspended this upgrade as it is pointless if users can't take advantage of one of the main reasons for upgrading. I can confirm that the once users have logged onto their computers with a password that the biometric login devices do work as the password solution i use is secured via my fingerprint. We are using a Kerberos Cloud Key Trust and I think something has gone wrong either in the path of the Trust chain or the Root of the trust. As i say i have tried lots of troubleshooting myself, however I am incredibly frustrated by Microsoft at the lack of response to my requests for support.