Problem, with Windows Security

Question

I am trying to sign up to EU login portal, and my Lenovo Yoga laptop is added as a passkey. I used to be able to log in easily, with just scanning my face or writing my passcode. The past couple of weeks I do that, it recognized me and then says error and it is not allowing me to log in and making it a big challenge for me. Can you please help me fix this, thank you.

Answer 1

Hello

Do you notice this issue only with this website? Does the website/portal provide you with other sign in option you can switch to?

Do you use facial recognition to sign into Windows? Do you run into issue with that too?

The reason I asked is to see if the issue is related to the facial recognition in general, or is it specifically only to this website, that will help determine troubleshooting direction.

Answer 2

Follow these steps on the Lenovo Yoga to fix sign-in issues with face/passkey on Windows 11:

1. Check Windows Hello Face works locally
   • On the Windows sign-in screen, try signing in with PIN instead of face.
   • After signing in, go to Settings > Accounts > Sign-in options.
   • Under Windows Hello Face, if you see errors like "Couldn't recognize you" or the option is unavailable, follow the tips below.
2. Improve or re‑enroll Windows Hello Face
   If facial recognition is struggling:
   • Make sure the camera is clean and unobstructed.
   • Adjust lighting so your face is evenly lit (avoid strong side/back light or very dark rooms).
   • Remove hats or accessories that cast shadows over the face.
   • If appearance changed (glasses, facial hair, makeup), re‑scan:
     • In Settings > Accounts > Sign-in options > Windows Hello Face, use Improve recognition to add another face template, or Remove and then set up face again.
   • Test local Windows sign-in with face. If this fails, fix this first; EU Login will also fail.
3. If biometrics (face/fingerprint) still fail
   • Confirm the device meets Windows Hello requirements and that the biometric components are running:
     • Open System Information and check Virtualization Based Security is Running.
     • Under Software Environment > Running Tasks, verify bioiso.exe and ngciso.exe are present.
   • In Device Manager, under Biometric devices, right‑click the camera/sensor, choose Uninstall device, then restart so Windows reinstalls the driver.
   • If still broken, in Settings > Accounts > Sign-in options remove the non‑working Windows Hello enrollment and re‑enroll.
   • As a deeper fix, remove the PIN and re‑add it (this can repair the Hello container):
     • In Sign-in options, remove the PIN, restart, then add a new PIN.
4. Check for passkey issues (orphaned/invalid)
   If EU Login is using a passkey stored on the PC and it recognizes the face/PIN but then errors:
   • The passkey on the device may no longer be valid (similar to an orphaned passkey): it remains on the device but is no longer valid for the service.
   • In that case, remove the passkey credential for that account from the device or authenticator, then re‑register a new passkey with EU Login following their instructions.
5. Use alternative sign-in temporarily
   • While troubleshooting, use any alternative sign-in method EU Login offers (password, SMS, authenticator app, etc.) so access is not blocked.

If local Windows Hello sign-in works reliably after these steps but EU Login still errors, remove and re‑add the EU Login passkey from the account’s security settings and register it again using the working Windows Hello face/PIN.

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References:

• Windows Hello common issues and troubleshooting tips
• Windows Hello Enhanced Sign-in Security
• Sign in with a passkey (FIDO2) for your work or school account
• Troubleshoot signing in with a passkey
• Troubleshoot Problems Signing In to Windows