windows Hello enrollment issue

Question

Issue Summary

Device: Dell Laptop OS: Windows 11 Enterprise 24H2

Problem Description

Following a firmware/BIOS update that was applied after a system restart, Windows Hello authentication stopped functioning.

Symptoms:

• Password authentication works successfully.
• PIN sign-in is unavailable.
• Fingerprint sign-in is unavailable.
• When attempting to enroll a new fingerprint, the user is prompted for PIN authentication, but after successful PIN validation, the Windows Hello Setup window opens as a completely blank/black screen and never loads the enrollment interface.

Troubleshooting Performed

Windows Hello / Identity

• AzureAdJoined = YES
• AzureAdPrt = YES
• NgcSet = YES
• TPM status = Ready for use
• HelloForBusiness Operational logs reviewed
• Event ID 8640 indicates successful PIN change provisioning
• Event ID 5205 (Prerequisite Check) successful
• Event ID 7802 (Container Load) successful

Hardware / Drivers

• BIOS updated to latest version
• Biometric device present in Device Manager
• No warning/error indicators
• Device disabled/re-enabled
• Hidden biometric devices removed and reinstalled
• Windows Biometric Service verified running
• Microsoft Passport service verified running

Profile Verification

• User profile loading correctly from: C
• No temporary profile detected
• Event ID 1552 reviewed but determined non-impacting

System Health

• SFC completed successfully:

Windows Resource Protection did not find any integrity violations.

• DISM:

DISM /Online /Cleanup-Image /RestoreHealth

initiated from elevated Command Prompt but remained at 67.5% for an extended period.

Current State

• Device is operational.
• User can authenticate with password.
• Windows Hello backend provisioning appears successful.
• Issue appears isolated to the Windows Hello enrollment/user interface, which consistently opens as a blank/black window and prevents PIN/fingerprint enrollment.

Assistance Requested

Please advise on:

1. Known issues causing a blank/black Windows Hello Setup window.
2. Additional Windows Hello diagnostics/logs to collect.
3. Recommended remediation steps when:

• TPM is healthy
• Azure AD registration is healthy
• HelloForBusiness provisioning shows success
  • Enrollment UI fails to render.