Windows Hello face recognition isn't working

Question

I have an Asus Zenbook. Windows 11, version 24H2. At the welcome screen I get the message "Something went wrong with Windows Hello". I have log in with my PIN instead of my face. The system says the driver is correct. I don't know of any other problems with the camera. It seems to work fine in video calls.

What could be the problem?

Answer 1

There could be several reasons why Windows Hello face recognition isn't working on your Asus Zenbook with Windows 11, version 24H2. Here are some troubleshooting steps you can take:

1. Check Virtualization Based Security (VBS): Ensure that VBS is running. You can check this by opening System Information and looking for Virtualization Based Security listed as Running.
2. Verify Biometric Isolation Trust-lets: Make sure that the biometric isolation trust-lets are running. You can find these under System Information > Software Environment > Running Tasks as bioiso.exe and ngciso.exe.
3. Re-enroll Windows Hello: Go to Settings > Sign-in Options, remove the nonfunctioning enrollment, and re-enroll your face.
4. Driver Issues: Even if the system says the driver is correct, you might want to reinstall the camera driver. Go to Device Manager, find your camera under Cameras, right-click it, and select Uninstall Device. Restart your device, and Windows will attempt to reinstall the driver.
5. Restart Biometric Service: You can restart the biometric service. First, remove the PIN from the system in Sign-in Options. Then, open a command prompt as an administrator and enter net stop wbiosrvc && net start wbiosrvc.

If these steps do not resolve the issue, consider filing a feedback item using the Feedback Hub to report the problem.

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References:

• Windows Hello Enhanced Sign-in Security

Answer 2

Hello Zack, thanks for the details you sent.

That message from Windows Hello usually means the facial recognition isn't starting up right, even if the camera works otherwise. This can occur if the infrared sensor is off, the biometric service isn't running, or the Windows Hello setup got messed up after an update.

Let's check a few things:

First, open Device Manager and check under Biometric Devices that the IR camera is there and turned on.

Second, go to Settings > Accounts > Sign-in options, and try removing and setting up Windows Hello Face again.

If that doesn't fix it, restart the Windows Biometric Service by typing services.msc in the Run box.

Also, did you install any updates or change camera privacy settings recently? That can sometimes stop Hello from reaching the IR sensor.

Let me know what you find.