how to re- install windows hello on windows 11 when plugins and other components have been removed and windows hello is missing from optional features and computer says "we cannot find a camera compatible with windows hello face"

Question

Windows Hello stopped working, plugins and other components seem to be missing and when trying to set up windows hello again there is a message that "we can't find a camera compatible with windows hello"

Answer 1

Hi,

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 2

Follow these steps to restore and re‑enable Windows Hello Face on Windows 11 when it reports “We couldn’t find a camera compatible with Windows Hello Face” and Hello options appear missing.

1. Confirm the device actually supports Windows Hello Face
   • Surface Laptop 13-inch 1st Edition and all Surface Laptop Go models do not support Windows Hello facial recognition. These models can only use Windows Hello fingerprint or PIN.
   • If using one of these devices, set up fingerprint instead: Start > Settings > Accounts > Sign‑in options > Fingerprint recognition (Windows Hello).
2. Make sure Windows Hello is configured again
   • If face or fingerprint sign‑in was removed or corrupted, sign in with PIN or password first.
   • Then go to Start > Settings > Accounts > Sign‑in options and set up Windows Hello again (Face or Fingerprint, depending on device support). For details, see Configure Windows Hello.
3. Update Windows, drivers, and firmware (required to restore Hello components)
   • Install all pending Windows Updates.
   • On Surface devices, use the Surface app to verify firmware and driver health:
     1. Open the Surface app: Open the Surface app.
     2. Expand Help & support and check update status.
     3. If updates are available, select Check for updates to open Windows Update and install everything.
   • For devices that support facial recognition, being fully up to date is required for Windows Hello Face to function.
4. Fix “We couldn’t find a camera compatible with Windows Hello Face”
   • If the device model supports Hello Face but shows this error:
     1. Ensure all Windows and firmware updates are installed (step 3).
     2. If using an external/third‑party camera:
        • On Windows 11 24H2 or newer:
          • Go to Settings > Accounts > Sign‑in options > Additional settings.
          • If the camera does not support Enhanced Sign‑in Security (ESS), turn Enhanced sign‑in security off to allow non‑ESS devices.
        • On Windows 11 23H2:
          • Go to Settings > Accounts > Sign‑in options > Additional settings.
          • Turn Sign in with an external camera or fingerprint reader / Enhanced sign‑in security off to enable external devices.
        • Then set up Facial recognition (Windows Hello) again.
5. Re‑train or improve recognition if the camera is found but sign‑in fails
   • If the error is “Couldn’t recognize you. Please sign in with your PIN.”:
     • Go to Start > Settings > Accounts > Sign‑in options > Facial recognition (Windows Hello) > Improve recognition.
     • This is especially important if lighting changed or if glasses were added/removed since initial setup.
6. Run the Windows Hello troubleshooter (Surface)
   • If facial recognition still fails on a Surface that supports it, run the dedicated troubleshooter:
     • Use the Run Windows Hello troubleshooter link from the Windows Hello troubleshooting article to automatically detect and fix common Hello Face issues.
7. Check the camera itself
   • If Windows Hello Face still cannot find a compatible camera, verify the camera works at all (for example, in the Camera app). If the camera is not working, follow Surface camera troubleshooting guidance (driver/firmware updates, privacy shutter, etc.).

These steps restore the Windows Hello components via Windows Update/firmware, re‑enable external or non‑ESS cameras when applicable, and then reconfigure Windows Hello Face or Fingerprint as supported by the device.

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References:

• Troubleshoot problems with Windows Hello on Surface
• Windows Hello face authentication
• Using third-party fingerprint readers and cameras with Windows Hello