Windows Hello doesn't take my picture

Question

I tried to reset my hello face recognition. Afer I imput the Key I get a grey screen with a loch telling me to put my face in the frame but there is no active image from the camera

Answer 1

Welcome DDA,

I understand how frustrating it can be when you try to set up Windows Hello Face recognition, the setup screen appears with the face frame, but the camera preview remains gray and does not display your image. 

Before proceeding, could you please clarify: 

• Does the camera work normally in the Camera app? 
• Did this issue start after a recent Windows update, driver update, or hardware change? 

In the meantime, you can try these steps below to troubleshoot the issue:  

Option 1: Test the camera in the Camera app  

• Press Windows + S and search for Camera 
• Open the app and verify whether live video appears 

Option 2: Check Device Manager  

• Press Windows + X and select Device Manager 
• Expand Cameras 
• Verify that your webcam is listed without warning icons 

Option 3: Restart the Windows Biometric Service  

• Press Windows + R and type services.msc 
• Locate Windows Biometric Service 
• Restart the service if it is running 

Option 4: Reinstall the camera driver  

• In Device Manager, right-click the camera device 
• Select Uninstall device 
• Restart the PC and allow Windows to reinstall the driver 

Option 5: Remove and reconfigure Windows Hello Face  

• Go to Settings > Accounts > Sign-in options 
• Remove Windows Hello Face if available 
• Restart the PC and try setting it up again 

I hope the steps above help you deal with your issue.  

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