Face-recognition not working after Windows 10 update 1709

Anonymous
2017-10-28T12:58:02+00:00

After receiving the Windows upate 1709 (KB4041994) the Face Recognition doesn't allow my Surface Pro 4 to get into Windows. It recognizes me but stays on the login spash screen. I have to switch to a different login option to actually get into Windows.

Moved from: Surface / Surface Pro 4 / Sound and camera

Windows for home | Windows 10 | Windows Hello, lock screen and sign-in

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

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Anonymous
2017-12-27T22:31:26+00:00

I have the same problem as many of you.  I had to use my PIN number during initially logon because Face-recognition (hello) wasn't working.  Face-recognition would worked when my computer would go to sleep/hibernate but not if I shut down and re-boot.  I spent the better part of a day reloading drivers and trying all kinds of other things people were suggestion online.  Today I checked out another thread of questioning on this website titled "Windows 10 Creator Update must login twice" not thinking that was my problem at all but read the thread anyway.  The Microsoft rep replied to the login twice question with a suggestion and OMG when I tried it fixed my problem.  Since it sounds like a number of you might have the same problem as I was experiencing I thought I would pass this tip on... maybe it will fix your problem too.

Adrienne

Below is the tip from the Microsoft Rep.

****************************************************************************

Anne Ros replied on

Microsoft

Hi,

If you're having trouble with logging in on your PC twice, then you can try the following steps to remove double login:

  1. Go to Settings, then select Account.
  2. On the left panel, select Sign-in options.
  3. Under Privacy or Confidentiality section, turn off Use my sign in info to automatically finish setting up my device after an update or restart.

After doing so, reboot your PC and see if the same issue will occur.

Get back to us with the outcome so we can provide further assistance

*******************************************************************************

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  1. Anonymous
    2017-11-04T18:54:40+00:00

    Win 10 Pro  64 bit  Surface Pro 4

    Same problem; face recognition stopped working after I installed 1709.  I get a message saying the Display Driver failed to start; using Win Basic Display Driver.  

    I've run Win Update which says I'm fully patched.  Ditto message from 

    Device Manager ->Display Adapters -> Intel HD Graphics 520 -> Update Driver.

    When will MS offer a new 1709 driver for Surface Pro 4?

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  2. Anonymous
    2017-11-08T01:30:11+00:00

    Hi BJ,

    Thank you for the information you have provided. It's likely that you're experiencing an emerging issue in the Windows 10 Fall Creators update which affects a small number of devices. The update to resolve this issue is planned in mid-November and will be installed automatically via Windows Update.

    Meanwhile, we suggest that you use your PIN or password to sign into Windows. Once the update is installed via Windows Update (in mid-November), face authentication should work again.

    Let us know if you need further assistance.

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  3. Anonymous
    2017-11-11T19:52:52+00:00

    I'm also experiencing exactly the same issue (HP Spectre x360 - was working perfectly fine before the Fall update). It's very annoying. Do you know when the patch to fix this will be released?

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  4. Anonymous
    2017-11-11T22:11:34+00:00

    Hello,

    There's no exact date as to when the patch will be released, however; we encourage you to check from time to time for the next available update. We recommend that you follow the troubleshooting steps below to address the issue:

    Method 1: Reset PIN

    1. Go to Settings > Accounts.
    2. On the left panel, click Sign-in options > Under PIN, hit Change.
    3. Set your new PIN.

    Method 2: Make sure your time and date is set correctly.

    Keep us posted with the status of the issue.

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