Why does Windows Security passkey window not load

Question

Why does Windows Security passkey window not load

Dean Porter 20

I tried to login to a site but passkey option did not work. I did not have the right authenticator running is what I think the problem was. When you have multiple sites requiring different authenticators how do you know which one? It is supposed to be quicker and easier.

After this the passkey option did not appear for that site.

I realised Windows needed restarting for updates. Another total pain in the ar5e. Why is it that this needs to happen just when you have to use the computer for real? That made no difference however.

I tried to login to Microsoft as a check and the Windows Security passkey window appeared with just a few dots on it and locked up my browser. Now Windows Security window keeps loading the same, just a few dots and then stops. At least after restarting the browser it does not lock up.

I am supposed to remove password options for security but if I had done this I would be stuck on the phone for an hour instead of doing the task online. This is needed so my income keeps being provided.

What is wrong with Windows Security or whatever is causing this issue. I have been trying to work out this passkey thing for several months. I seem to have nothing but failure. I have been using computers since Dos 5. I am not stupid but it has been total disaster. With passwords you can just click on a button, receive an email and fix it. What about passkeys? One mistake and you spend hours trying to fix it? I had a problem with another site a few days ago and spent 5 hours on chat for no result. Back to password.

Also the child tag is not the right one. There wasn't one that suited. I don't know anything about

Microsoft Identity Manager.

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Answer 1

Huy-K 9,035 Microsoft External Staff Moderator

Dear @Dean Porter,

Thank you for posting your question in the Microsoft Q&A forum.

We apologize for any inconvenience you may encounter when using our services/ products. Based on your description, kindly try these following steps:

Prove whether it’s the browser or Windows

Try a different browser (Edge <> Chrome) and also an InPrivate/Incognito window (extensions disabled).
If it works in one browser but not the other, it is likely browser profile/extensions/settings.

Edge reset path: Settings > Reset settings > Restore settings to their default values.

Repair/Reset the Windows Security app

Go to Settings > System > System components > Windows Security > three dot (...) > Advanced options > Repair
If still broken, Reset.

Make sure Windows Hello is working

Even if you are not “using Hello,” passkeys on “This Windows device” rely on Windows Hello user verification.

Go to Settings > Accounts > Sign-in options

Confirm PIN (Windows Hello) works for normal sign-in/verification
If PIN/Hello is broken, fix that first (recreate PIN if needed)

Clear the site’s state so passkey options reappear

Clear cookies/site data for just that domain.
Retry sign-in and choose “Other sign-in options” / “Use passkey” again.

Check Passkey manager selection

Settings > Accounts > Passkeys > Advanced options
If you have multiple managers, temporarily disable all but one to avoid confusion and to test whether one provider is causing the UI to hang.

System repair if the issue persists

In-place upgrade/repair install (refresh Windows system files without removing apps/data). How to perform repair upgrade in Windows 11 - ARTICLE - Microsoft Q&A
Clean boot to rule out third-party security tools/services interfering. How to perform a clean boot in Windows - Microsoft Support

I sincerely hope you understand that the initial steps I suggested may not have completely fixed the issue, as there may still be underlying causes that have not yet been identified. I am here to work closely with you, troubleshoot effectively, and explore every possible solution to ensure the best possible outcome.

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

Dean Porter 20 Reputation points

2026-02-03T05:02:07.6733333+00:00

I have used Firefox exclusively for as long as I remember and have never used aby other browser. I believe it is a security issue to try doing this in that situation. Besides that this is always the same answer I get and it is never the browser. If it was you would probably have had more complaints. I have been told to try another browser for various issues hundreds of times. It is usually just wishful thinking.

I will try resetting/repairing the security app.

I have used Windows Hello about 30 times to login to windows since this happened. Does this mean it is working?

"Clear cookies/site data for just that domain.":

My first operating system was Dos 5. That was my first step. No go. I am new to this authenticator thing though. It is said to be easy. It is the most difficult thing I can remember. Nobody gives proper instructions, some era outdated and need matching to the rest of the site. Ie instructions that are out of date. The worst issue is nobody says whether they are talking about mobile or computer. I tried Authy first. It did not say that it is no longer available for computers until I had spent ages reading about it. I bought 2 USB A fingerprint Yubikey's only to find out they do not work as a fingerprint key. Now it just a standard USB passkey storage device that is too big.

"If you have multiple managers, temporarily disable all but one":

That is why the first problem I mentioned occurred. I did not have the authenticator running. They have also been working fine until this happened. If all else fails I will do this.

I will repair the system if I have to. Clean boot is easier.

I really appreciate you spending the time to explain this. I really wanted to use a more secure method than passwords but I am starting to get the feeling that authentication is way too new and needs a lot of work to get it working properly and easily. There are too many inconsistencies. Too many sites demand a specific app or only support certain ones. I should not have to remember how to work multiple apps. My bank does not even support them yet. That would be the most important site for me. I have spent probably 30 - 40 hours on the phone, reading messing around, on chat, reading writing emails about authenticators. I have wasted many days of my time that should have been spent working.

If these ideas do not work I am going to give up and wait a few years and see if they are working any better. I just don't have any more time to waste. How many of these issues are caused by sites using AI? My guess is a lot of them. Maybe when everyone learns how to use AI it might improve.
Huy-K 9,035 Reputation points Microsoft External Staff Moderator

2026-02-04T04:19:49.7933333+00:00

Dear @Dean Porter,

Please do take your time and try my steps, if there is any new update do let me know.
Dean Porter 20 Reputation points

2026-02-05T00:18:20.8966667+00:00

I will do so but not at the moment. I don't have time. I have far too much work that has been put off trying to fix issues that I have no control over.
Huy-K 9,035 Reputation points Microsoft External Staff Moderator

2026-02-05T05:12:39.3933333+00:00

Dear @Dean Porter,

I am looking forward to hearing from you.

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Why does Windows Security passkey window not load

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