Window Hello Face Issue

Question

hello i have a issue with window hello face its not working since 1 year i trying to fix it but still not working even i have already check everything but all is good before it was working but suddenly its stop working can you plz guide me how to fix the issue

Answer 1

Hi Rana Zeen Shan,

Thanks for reaching out to Microsoft Q&A Forum. I understand that Windows Hello Face has stopped working on your Windows 11 Home device for a long time, even though it previously worked and basic checks appear fine.

Please make sure you already tried the Q&A Assist steps. In addition, please try the following.

To better understand the scope, I’d like to clarify a couple of points first:

1, What is the exact device model you are using, and does the camera work normally in apps like Camera or Teams?

2, In Sign-in options, do you see any specific error message for Windows Hello Face, or is the option present but not functional?

In the meantime, you can try these steps:

Disclaimer: The steps below may result in permanent data loss. Please ensure important data is backed up before proceeding.

1, Check camera privacy permissions

• Open Settings, select Privacy & security, then select Camera
• Make sure Camera access and Let apps access your camera are turned on
• Confirm that Windows Hello Face is not blocked from using the camera

2, Verify Windows Biometric Service status

• Press Windows key + R, type services.msc, and press Enter
• Locate Windows Biometric Service
• Ensure Startup type is set to Automatic and the service status is Running
• If it is running, select Restart

3, Reset Windows Hello local enrollment data

• Sign in using a password instead of Windows Hello
• Open File Explorer and navigate to C:\Windows\ServiceProfiles\LocalService\AppData\Local\Microsoft
• Take ownership of the Ngc folder, then rename it to Ngc.old
• Restart the device and try setting up Windows Hello Face again

4, Check for firmware-level camera disablement

• Restart the device and enter BIOS or UEFI settings
• Look for any option related to IR camera, Hello camera, or privacy camera control
• Ensure the camera is enabled, then save changes and restart

5, Create a new local test account

• Open Settings, select Accounts, then select Other users
• Create a new local account and sign in to it
• Check whether Windows Hello Face works in the new account

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Answer 2

Hi Rana,

Please supply the following Information.

Right-click the Start button and Choose the Run option

Type in msinfo32

Press enter.

Take a screenshot of the System Summary window and post it in the next reply.

I look forward to your response and am eager to collaborate until we find a solution.

Answer 3

Use the following steps in order, testing Windows Hello Face after each step.

1. Confirm Windows Hello Face is selected and configured

• Go to Start > Settings > Accounts > Sign-in options.
• Under Windows Hello Face / Facial recognition (Windows Hello), make sure it is set up. If it shows Set up, configure it. If it is already set up, continue.

2. Improve recognition (especially if appearance or lighting changed)

• Open Settings > Accounts > Sign-in options.
• Under Facial recognition (Windows Hello) or Windows Hello Face, select Improve recognition.
• Follow the on-screen steps to rescan the face, both with and without glasses if applicable.

3. Remove and re-add Windows Hello Face

• In Settings > Accounts > Sign-in options.
• Under Facial recognition (Windows Hello), select Remove.
• Then select Set up and follow the instructions to scan the face again.

4. Make sure the device and camera support Windows Hello Face

• Some devices (for example, Surface Laptop 13-inch 1st Edition and all Surface Laptop Go models) do not support Windows Hello facial recognition and only support fingerprint. In that case, use Windows Hello Fingerprint instead.
• If the device does support facial recognition, ensure Windows and firmware are fully updated. On Surface devices, use the Surface app → Help & support → Check for updates to install all driver and firmware updates, then restart and test again.

5. Run the Windows Hello troubleshooter

• From the Windows Hello troubleshooting article, use the Run the troubleshooter link for Windows Hello Face. Follow all steps it suggests, then try signing in again.

6. If Windows Hello Face option is missing or shows camera error

• If the sign-in options show an error like We couldn't find a camera compatible with Windows Hello Face, or Windows Hello Face is unavailable:
  • Open Device Manager and check under Biometric devices (or Cameras) that the infrared/Hello camera is present.
  • Right-click the biometric/camera device and select Uninstall device, then restart the PC so Windows reinstalls the driver automatically.
  • After restart, go back to Settings > Accounts > Sign-in options and try setting up Windows Hello Face again.

7. If biometrics still do not work (advanced)

• Open System Information and in System Summary verify Virtualization Based Security is listed as Running.
• In System Information > Software Environment > Running Tasks, check that bioiso.exe and ngciso.exe are running.
• In Settings > Accounts > Sign-in options, remove the non-working Windows Hello Face enrollment.
• If still failing, open an elevated Command Prompt and restart the Windows Biometric Service with:
  • net stop wbiosrvc && net start wbiosrvc
• Then re-enroll Windows Hello Face.

If none of these steps restore Windows Hello Face after a year of it being disabled, and the camera itself works in other apps, the next step is to contact device or Surface support and provide details of the errors seen in Sign-in options and Device Manager.

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References:

• Troubleshoot problems with Windows Hello on Surface
• Windows Hello common issues and troubleshooting tips
• Windows Hello Enhanced Sign-in Security