How to fix Windows Hello Facial Recognition?

Question

I have a Dell XPS 8900 desktop with Windows 11 Pro and a Nexigo Window Hello camera. Several years ago I installed and it worked fine. But recently it stopped working. Now it shows "This option is unavailable". I have contacted Nexigo and worked with them for a while but they are saying nothing is wrong with the camera. It's a Windows problem.

What is causing this problem and how do I fix it?

Answer 1

Hi, I'm Bernard. I'm happy to help!

Based on your input, there might be an incompatibility with the camera driver. Moreover, kindly follow the steps below for us to sort out the issue:

-Press the Windows key + X

-Go to Device Manager

-Expand the Camera or Imaging Device

-Look for the Camera driver that was installed

-Right-click and click Update Driver

-Select Browse my computer for drivers

-Click Let me pick from a list of available drivers on my computer

-Choose an old driver or another driver name, then select it and hit next until it installs.

-Restart the PC and check.

If the issue persists, kindly follow the steps from this link: https://techwiser.com/ways-to-fix-windows-hello-not-working-on-windows-11/

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.

Additional note: If the issue persists, please download and install a Camera driver from your manufacturer's website.

For reference: https://support.microsoft.com/en-us/windows/configure-windows-hello-dae28983-8242-bb2a-d3d1-87c9d265a5f0

Note: This is a public forum. I may respond shortly, but I apologize in advance for any delays. I am simply a fellow user trying to provide helpful insights and information.

Answer 2

Windows Hello Face shows “This option is unavailable” when Windows can’t use the camera for secure facial recognition. With an external Windows Hello camera, the most common causes are camera/driver issues or Windows Hello face configuration problems.

Try these steps in order:

1. Confirm the camera works in Windows
   • Open the Camera app and verify that the Nexigo camera shows live video.
   • If the Camera app shows a black image or errors, follow the general camera troubleshooting:
     • Make sure the camera is connected firmly.
     • If the camera has a physical shutter or switch, ensure it is open/on.
     • Test the camera on another PC to rule out hardware issues.
2. Run the Windows camera troubleshooter
   • On Windows 11, run the automated camera troubleshooter in the Get Help app using the Run the troubleshooter in Get Help link from the camera support article.
   • Let it detect and fix camera problems before returning to Windows Hello.
3. Check camera privacy and app access
   • Go to Start > Settings > Privacy & security > Camera.
   • Ensure Camera access is turned on.
   • Ensure Let apps access your camera is turned on.
   • If camera access is greyed out, an administrator must enable it.
4. Verify the correct camera driver is installed
   External Windows Hello cameras often rely on their own driver for Windows Hello Face. If Windows has switched the device to the generic USB Video Class (UVC) driver, Windows Hello Face may become unavailable. To check and, if needed, switch drivers:
   1. Select Start, type device manager, and open Device Manager.
   2. Find the Nexigo camera under Cameras or Imaging devices.
   3. Right‑click the camera and select Update driver.
   4. Select Browse my computer for drivers.
   5. Select Let me pick from a list of available drivers on my computer.
   6. If the camera is currently using USB Video Device (the in‑box UVC driver), switch back to the Nexigo‑specific driver if it appears in the list.
   Note: The in‑box UVC driver may not support all camera features; Windows Hello Face can stop working if the manufacturer’s custom driver is required.
5. Reconfigure Windows Hello Face
   Once the camera is working and recognized correctly:
   • Open Settings > Accounts > Sign‑in options.
   • Under Facial Recognition (Windows Hello):
     • If Improve recognition is available, select it and follow the prompts to re‑scan the face. This adds another template and can restore recognition.
     • If the face entry exists but still fails, select Remove, then select Set up to enroll the face again.
   Tip: “Improve recognition” adds another face template; removing and re‑scanning replaces the previous template.
6. Check lighting and face conditions
   If Windows Hello Face is enabled but fails to recognize the face reliably:
   • Ensure the camera is clean and unobstructed.
   • Avoid harsh or uneven lighting; very bright light from one side or very dark rooms can cause failures.
   • Remove hats or accessories that cast shadows around the face.
   • If appearance has changed (glasses, facial hair), use Improve recognition or re‑enroll the face.
7. If the option remains unavailable
   If, after confirming the camera works, using the correct driver, and re‑enrolling, Facial Recognition (Windows Hello) still shows “This option is unavailable”, the issue can be policy‑ or hardware‑related:
   • If the PC is managed by work or school, an administrator might have disabled Windows Hello Face or enabled enhanced anti‑spoofing, which can be stricter and may block some external cameras. In that case, contact the administrator.
   • If using an external Windows Hello Face camera, ensure all Windows updates are installed, especially security updates related to Windows Hello. Some updates and optional registry settings can block external Windows Hello Face cameras for security reasons.

If none of these steps restore Windows Hello Face, continue signing in with PIN/password and work with Dell/Nexigo support using the above checks as evidence (camera must present itself with the correct driver and capabilities for Windows Hello Face to become available).

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References:

• Windows Hello common issues and troubleshooting tips
• Why didn't Windows Hello facial recognition recognize me?
• Camera doesn't work in Windows
• KB5005478—Windows Hello CVE-2021-34466