MSI Laptop: Windows Hello PIN, Face and Fingerprint disable and TPM missing

Question

MSI Laptop: Windows Hello PIN, Face and Fingerprint disable and TPM missing

Nicola Cipriani 0

Hello,
I am experiencing a serious Windows Hello sign-in problem and I have run out of troubleshooting options.

Laptop information

Model: MSI Stealth 16 AI Studio A1VHG
CPU: Intel Core Ultra 9 185H
RAM: 32 GB
OS: Windows 11 Pro (Build 26200)
BIOS Mode: UEFI
Secure Boot: Off

What happened (chronologically)

The laptop was purchased new (sealed, original box).
For several months everything worked normally and I could sign in using my PIN.
Windows Hello facial recognition stopped working first.
Then fingerprint login became unavailable.
After that, the Windows Hello PIN also stopped working.

Troubleshooting steps already performed

Removed Microsoft account and switched to a local account
Created a new administrator user
Re-created user profiles
Attempted to reset Windows Hello
Tried reinstalling biometric drivers
Checked Windows Biometric Service
Attempted to reset the NGC folder
Installed all Windows updates
Checked Device Manager (no biometric devices detected)
Checked camera (camera also stopped working)
Entered BIOS and restored Secure Boot default keys
Verified TPM using tpm.msc

Current situation
Windows shows that Windows Hello (face, fingerprint, and PIN) are unavailable.
The TPM console reports: “Compatible TPM cannot be found” The BIOS Trusted Computing page shows: “No Security Device Found”

At this point I cannot use any sign-in method except password. I would appreciate guidance on what I should check next.

1 answer

Your answer

Answer 1

Huy-K 9,940 Microsoft External Staff Moderator

Dear @Nicola Cipriani,

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

I apologize for any inconvenience you may encounter when using our services/ products. Based on your description, as you have tried many steps and it did not work, kindly try this following step:

In-place update

Please refer to this article for an in-place update: Reinstall Windows with the installation media - 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.

Nicola Cipriani 0 Reputation points

2026-02-27T08:59:32.5+00:00
Hello,

Thank you for your reply.

Before proceeding with the in-place update, I checked the BIOS/UEFI settings and found additional information that I did not have when I first posted.

Inside the BIOS advanced settings (PCH-FW configuration) the system reports:

ME FW Version: 0.0.0.0

ME Firmware Mode: ME Temporarily Disabled

ME State: Disabled

Additionally, in the Security → Trusted Computing section, it still shows: “No Security Device Found”.

Windows also continues to report: “Compatible TPM cannot be found”.

Because this appears to be detected already at the firmware level (even before Windows loads), I wanted to share this information first and ask whether an in-place Windows reinstall would still be relevant, or if further firmware-level diagnostics should be performed instead.

Thank you.
Huy-K 9,940 Reputation points Microsoft External Staff Moderator

2026-03-02T03:54:56.5333333+00:00

Dear @Nicola Cipriani,

Given that this device is still newly purchased, I kindly recommend submitting it for warranty service at an authorized service center to ensure it is checked and resolved appropriately.
Huy-K 9,940 Reputation points Microsoft External Staff Moderator

2026-03-03T03:20:27.6333333+00:00

Dear @Nicola Cipriani,

I hope you are doing well.

I just wanted to check if my previous response addressed your question correctly. If there is anything I may have misunderstood, I would truly appreciate it if you could provide a bit more detail to help me better understand your needs.

Also, if you are stuck on anything or find something unclear, please feel free to reply so I can guide you further.

There is absolutely no rush - please respond whenever it is convenient for you. I am here and ready to support you whenever you need assistance. Your comfort and timing are important, so take all the time you need.

Thank you for your time, and I look forward to hearing from you whenever you are ready.

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MSI Laptop: Windows Hello PIN, Face and Fingerprint disable and TPM missing

1 answer

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