Windows Hello Biometrics are not working

Question

All of the Windows Hello Biometrics say currently unavailable on my current profile. The FaceID, Fingerprint, and PIN are unavailable. Even after removing the pin and restarting it will not allow me to set up any new biometrics to reset it. I have tried updating my IR Drivers and other Biometric Drivers but they are up to date. I've read on another Microsoft Q&A to do a test profile and the biometrics work there. I'm not sure how to fix my current profile or if I need to just make a new one. Any help would be greatly appreciated.

Answer 1

Hi Lizzy Terrell,

Thank you for testing Windows Hello in a separate profile. That result is very helpful because it suggests that the biometric hardware and drivers are working.

At this point, I recommend that you review and try the steps provided in the AI generated answer on your thread. That reply typically include the most relevant checks for this scenario. 

To narrow this down, could you please confirm whether the affected profile is a local account, a personal Microsoft account, or a work/school account? Also, under Settings > Accounts > Sign-in options, do Face, Fingerprint and PIN all show the same “currently unavailable” message, or does each option display a different message? Please also let us know whether the PC is managed by an organization.

Since Windows Hello already works in the test profile, I would avoid reinstalling the biometric drivers again for now. Instead, you can check whether damaged Windows components are affecting the original profile:

• Open Command Prompt as administrator.
• Run the following commands one at a time: DISM.exe /Online /Cleanup-Image /RestoreHealthand SFC /scannow
• Restart the PC after both scans have completed, then check Settings > Accounts > Sign-in options again.

If Windows Hello remains unavailable only in the original profile, the profile itself may be corrupted. In that case, continuing with the new profile and moving your personal files to it would usually be less disruptive than resetting Windows. You can keep the old profile temporarily until you have confirmed that all needed files and application data have been transferred.

If a work or school account is connected, please do not disconnect it yet, especially if the device is organization-managed. Your IT administrator may need to check whether a sign-in policy is being applied to the affected account.

Please follow this guidance for Windows Hello and sign-in options is available here: Windows Hello common issues and troubleshooting tips and Configure Windows Hello. Thank you so much for your understanding. 

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Answer 2

Since biometrics work in a test profile, the hardware and drivers are likely functional and the issue is isolated to the current Windows profile.

Try these steps on the affected profile:

1. Check for a work or school account connection Go to Settings > Accounts > Access work or school. If an organization account is listed, select it and choose Disconnect. Restart the PC, then check Settings > Accounts > Sign-in options again.
2. Reset the Windows Hello sign-in methods on the affected profile In Settings > Accounts > Sign-in options:
   • Remove the nonfunctioning Face or Fingerprint enrollment if available, then set it up again.
   • For PIN, remove it and add it again. If PIN removal is blocked, use the PIN reset option from the sign-in screen or select I forgot my PIN after signing in with the password.
3. Verify the biometric service components are running Open System Information > System Summary and confirm Virtualization Based Security shows Running. Then go to System Information > Software Environment > Running Tasks and check for bioiso.exe and ngciso.exe. If these are not running, restart the biometric service:
   • Remove the PIN in Sign-in options first.
   • Open Command Prompt as administrator.
   • Run:

          net stop wbiosrvc && net start wbiosrvc
     

   Then test fingerprint or face sign-in again.
4. Reinstall the biometric device driver In Device Manager, confirm the sensor appears under Biometric devices. Right-click the biometric device, select Uninstall device, then restart the PC so Windows reinstalls the driver.
5. Install all Surface/Windows updates In the Surface app, expand Help & support and check update status, or use Windows Update to install available updates.
6. If the profile still cannot use Hello, use a new profile Since Windows Hello works in another profile, creating and moving to a new profile is a valid workaround if the affected profile remains stuck.
7. If Windows Hello worked before and then stopped after a recent change A recently installed app, driver, or update can cause this. A restore or reset can help, but this is more disruptive than creating a new profile first.

Also note: after multiple failed biometric attempts, Windows can temporarily disable that biometric method until sign-in is completed with another method such as a PIN. Restarting alone does not restore biometric availability.

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