Among many features introduced in Windows, Windows Hello deserves special mention. It uses biometric means, including facial recognition for quick sign-in. Hello facial recognition is indeed fast and can help the system identify and sign you in less than a minute. However, this capability requires special hardware that most devices are not equipped with.
For instance, this sign-in requires special camera hardware with IR capabilities if it has to function smoothly under any lighting conditions, including pitch-black darkness.
If you find that Windows Hello does not recognize Face or Fingerprint and is not displaying any error message, here are a few steps you can try out to get the problem fixed.
Please note that if nothing happens when you try to sign in using Windows Hello and no error message appears, you may have a hardware issue.
Windows Hello fails to recognize Face or Fingerprint
First, make sure you have the latest Windows Updates installed and also make that you are connected to the Internet.
1] Run Hardware Troubleshooter
Run the built-in Hardware and Devices Troubleshooter. Follow the on-screen instructions.
2] Reattach your device Type Cover
If the fingerprint reader fails to respond to your request, detach and reattach your Tablet or Surface Pro Type Cover with Fingerprint ID from your Surface Pro and try using the fingerprint reader again.
If reattaching your Surface Pro Type Cover with Fingerprint ID doesn’t solve the problem, try typing or using the touchpad. If neither the keyboard nor the touchpad on your Cover works, see Troubleshoot your Surface Cover. This post will show you how to do it.
Read: How to use Windows Hello in Windows to sign in.
3] Set up a new fingerprint scan
If the IR camera or the fingerprint reader still isn’t working, then sign in to your Surface using a different method, such as a PIN or password.
Remove the fingerprint set up or scan of your face and try setting up a new scan; follow these steps.
Go to the Start Windows logo, and select Settings > Accounts > Sign-in options.
There, under Windows Hello, locate the IR camera or fingerprint setup option.
Next, select Remove to remove the scan of your face or fingerprint.
Now, to create a new scan, select Set Up > Get Started.
At this point, you will be requested to set up your account with a PIN. Simply follow the on-screen instructions when you are asked to do so.
Again, follow the on-screen instructions to scan your face using the IR camera of your device or to scan your finger using the fingerprint reader on Surface Pro Type Cover with Fingerprint ID.
When done, hit the Finish button and sign in using Windows Hello.
If nothing works, you may contact Microsoft here and report your problem.
Let us know if anything helps.
This post will help you if you see a Windows Hello isn’t available on this device in Windows Settings.
When I set up Windows Hello initially, it worked once. It has never been able to recognize me again. I have to use a PIN or password now. I’ve tried to “get started” again, and get to the point where it asks for my PIN. I enter it, the curser swirls in a circle for a minute… and then stops… and nothing happens. It gives me no option to remove the old photo – In fact, I have no clue where to even FIND the old photo. I can’t find a place where it will take my photo again…. HELP! It’s so frustrating having it “looking for” me… and then “not recognizing me” every time, then inevitably having to enter my password anyway…
I’ve tried every pin i can think of and none work. Now what do I do? I can’t get on with facial recognition as it says the camera is not working and no pin that I can possibly every remember using will let me on either. Is it damaging to shut it down over and over by just turning off the power?
Hi,
I’ve bought a external fingerprint sensor for my HP notebook. I’ve installed all the latest drivers for it and the system states that it is working fine. I’ve also updated the windows 10 for April release so this is the latest version. I have tried to use Windows Hello but the system will allow me to use a password and pin (even the option for locking with a Bluetooth device (Note 8) but nothing for the fingerprint sensor. in fact Windows Hello states that it is “not available on this device.”
Thanks in advance.