Windows Hello

Question

Help me figure out the problem!
I can't configure windows hello!

Answer 1

Hi, thank you for replying. In this case, I recommend deleting the Pin by removing the files in the NGC folder. To do this, follow the steps provided below:

• Open Explorer (look for that specific file path on PC):

C:\Windows\ServiceProfiles\LocalService\AppData\Local\Microsoft

Note: Make sure you click View, then click Hidden Folders, so that we can view hidden folders.

• Right-click on the Ngc folder and select Properties.
• Go to the Security tab and click on the Advanced button.
• Click on the Change link corresponding to the Owner field.
• Click on Object Types and make sure everything is checked.
• Now enter your administrator user's name, click Check Names to verify it, and finally click OK.

Notes: If you are not clear about your username, click Advanced > Find Now, and select your username from the Search results listed at the bottom of the dialog.

• Your username is now displayed next to the Owner field. Check the checkbox next to “Replace owner on subcontainers and objects”, and click on Apply. Click Yes to confirm the Windows Security dialog if prompted, and finally click OK.
• Now you can open the Ngc folder. Delete all the contents of the Ngc folder, and make sure this folder is empty.
• Then you should be able to set up a new PIN and use it to sign in to your Windows 10.

Troubleshooting reference: https://www.isumsoft.com/windows-tips/fix-your-pin-is-no-longer-available.html

Note: This is 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

Can you pls share more details, what issue you're specifically facing with Windows Hello.

Answer 3

Hi, I'm Bernard, a fellow Windows user. I'm happy to help!

May I know more about the issue you have? Is there any error when you try to sign in or when you try to set up Windows Hello? I'd appreciate it if you could provide a screenshot of the issue.

Answer 4

To configure Windows Hello on Windows 10 and resolve common setup issues on a Surface device, follow these checks and steps.

1. Confirm Windows Hello is supported and configured

• Make sure Windows Hello has been set up at least once.
• Go to Start > Settings > Accounts > Sign-in options.
• Under Windows Hello (Face or Fingerprint), choose Set up and follow the on‑screen instructions. For more info, see Configure Windows Hello.

2. Install latest Surface drivers and firmware

• Open the Surface app (install it from Microsoft Store if needed).
• In the app, expand Help & support and check the update status.
• If updates are available, select Check for updates to open Windows Update and install all available updates.
• Restart the device and try configuring Windows Hello again from Settings > Accounts > Sign-in options.

3. If Windows Hello Face or Fingerprint is not recognizing or errors during setup

• Sign in with password or PIN first.
• For Face: go to Settings > Accounts > Sign-in options > Windows Hello Face and choose Improve recognition or remove and set up again.
• For Fingerprint on Windows 10/11:
  • Go to Settings > Accounts > Sign-in options > Fingerprint recognition (Windows Hello).
  • Choose Remove, then Set up and re‑enroll the fingerprint.

4. If fingerprint still fails on Windows 11 Surface (similar steps apply conceptually on Windows 10)

• Sign in with PIN, then:
  • Add another fingerprint: Start > Settings > Accounts > Sign-in options > Fingerprint recognition (Windows Hello) > Add another.
  • When enrolling, place the finger in the middle of the Fingerprint Power Button with light pressure and slightly change position so more of the finger is captured.
• If needed, remove the fingerprint and set it up again from the same page.

5. If PIN also cannot be used

• Sign in with the account password.
• Go to Start > Settings > Accounts > Sign-in options > PIN (Windows Hello) and select I forgot my PIN to reset it, then reconfigure Windows Hello.

6. If Windows Hello used to work and suddenly stopped

• A recently installed app, driver, or update might be causing the problem.
• Consider a repair/reset using the guidance in Restore or reset Surface for Windows if other steps fail. This can affect apps and settings, so review that article carefully before proceeding.

After each major change (driver/firmware updates, re-enrollment, PIN reset), test Windows Hello again from Settings > Accounts > Sign-in options.

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References:

• Troubleshoot problems with Windows Hello on Surface
• Windows Hello Enhanced Sign-in Security