Facial recognition not working

Question

I have Windows 11 Surface Pro laptop purchased in November 2025. Facial recognition to sign in to the device was working perfectly until last weekend. I've run a number of troubleshooting options & nothing has resolved it #facial recognition

Answer 1

Kindly confirm if you've IR based webcam installed and having 'working properly' status.

Also, have a look at Microsoft support article to troubleshoot this issue specifically on Surface devices:

https://support.microsoft.com/en-US/surface/setup/troubleshoot-problems-with-windows-hello-on-surface

If issue still persists, you can refer other suggestions in this fix:

https://www.kapilarya.com/fix-facial-recognition-not-working-in-windows-11-10

Let us know if this helps!

Note: Included link(s) in this reply refers to a non-Microsoft website. The page appears to be providing accurate, safe information. Watch out for ads on the site that may advertise products frequently classified as a PUP (Potentially Unwanted Products). Thoroughly research any product advertised on the site before you decide to download and install it.

Answer 2

I have already tried the troubleshooting, nothing has worked including doing a full reset of the computer. It continues to say 'this option is currently not available"

Answer 3

Hello,

Please check this troubleshooting guide and update us.

https://support.microsoft.com/en-us/windows/windows-hello-common-issues-and-troubleshooting-tips-bf68539e-e95e-48b6-a6cb-455649db3887

Thanks,