Windows Hello Camera Stopped functioning after update

Question

My camera is detected correctly under Biometrics and Cameras, and MSI has confirmed that all drivers are installed and the hardware is functioning normally. However, Windows Hello refuses to use the camera. All camera privacy and security settings are at their defaults, and nothing appears to be blocked.

I spent over two hours with MSI support. They verified that the camera works, the drivers are correct, and the system is fully updated. Since everything on their side checks out, they advised me to contact Microsoft.

This is a brand‑new Windows 11 installation with all OEM drivers installed. I’ve now reinstalled Windows five times trying to resolve this, and the issue persists. Unfortunately, the Microsoft “Get Help” app keeps redirecting me back to MSI, leaving me stuck in a loop with no actual support.

I need assistance from Microsoft to determine why Windows Hello cannot use the camera even though the hardware and drivers are confirmed working.

Answer 1

Hi TimL,

Welcome to Microsoft Q&A!

I understand how frustrating this is, especially after multiple clean installs and with the OEM confirming the hardware is fine. You’ve done a throughout troubleshooting, there’s not much left to work on, but it doesn’t hurt to try some more:

1 - Disable enhanced sign‑in security (if possible)

• Open Settings > Accounts > Sign‑in options
• Scroll to Additional settings > Turn OFF all options:
  • Especially Enhanced sign‑in security if it’s available
  • You can try turning ON if everything is already off.
• Restart Windows > try Windows Hello biometrics again

2 - Check account settings:

• Open Settings > Accounts > remove all accounts under:
  • Emails & accounts
  • Access work or school.
• Check in Passkeys to make sure no accounts linger around
• Also sign out of applications (e.g. Office, Microsoft Store...)
• I can see from your screenshot that you’re using local account:
  • Can you try signing in with your Microsoft account?
  • Can you create another and test Windows Hello there?

3 - Restart the Windows Biometric Service

• Press Win + X > click Terminal (Admin) to open Windows PowerShell
• Type / Paste the following commands one by one:
  • net stop wbiosrvc
  • net start wbiosrvc
• Press Win + R > type services.msc > press Enter:
  • Find the Biometric Services
  • Make sure Startup Type is Automatic
  • Right-click > Start if Stopped / Restart if Running.
• Restart the PC > open Windows Hello and check again.

4 - Clear the biometrics data and cache

• Precautions!!!
  • Backup data / create restore points to prevent accidental loss.
  • Have your password ready to sign in your account.
  • Ensure you have administrative privileges.
• Open File Explorer > click View (top menu) > Show > check Hidden items
• Go to: C:\Windows\ServiceProfiles\LocalService\AppData\Local\Microsoft\
• Open and delete everything in the NGC folder (Admin rights needed)
• After deletion, restart your computer > sign in and try setting up PIN.
• If you cannot get though, try commands with PowerShell (instructed above):
  • cd /d C:\Windows\ServiceProfiles\LocalService\AppData\Local\Microsoft
  • dir
  • ren Ngc Ngc.old

There have been fixes for similar Hello failures in later cumulative updates for Windows 11. If none of the above works and you’re confident this happens after an update, consider reporting this via Feedback Hub (by pressing Win + F) so Microsoft team can look into it!

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