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Hey,
a couple of days ago my Windows Hello compatible camera stopped working all of a sudden. On the Windows lock screen I see a message "Sorry, something went wrong. Please login with your PIN" and in the Sign-in options in settings I see "We couldn't find a camera compatible with Windows Hello". I didn't install any Windows Update right before that happened and I also didn't install any tools or updated drivers or anything. It really happened all of a sudden. It worked on one log-in attempt and did no longer after another log-in attempt.
The camera itself is okay. I re-installed the SSD that came with my PC with a (nearly) straight from the factory Windows and the camera works perfectly fine there, so I'm pretty sure it's not a hardware problem here. My computer is an ASUS Zenbook Pro 14.
I'm running Windows 10 with the 1903 Update, Build 18362.267 and as I mentioned, it just stopped working all of a sudden. I'm pretty sure I haven't installed any software or drivers or updates right before it stopped working (I might be wrong though).
I cannot even remove the Windows Hello Face Recognition because the button is disabled (see screenshot below).
Long story short: my Windows Hello compatible webcam is no longer recognized as such and I have no idea why. Appreciate any tips!
// edit: I already uninstalled the camera driver in the device manager and I also tried to install newer drivers using Driver Easy, both without success.
// edit 2: I also tried “Sfc /scannow” and "dism /online /cleanup-image /restorehealth" now. Everything seems to be fine. Except ... it's not.
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.
I got it working again, yes! I don't know if this was how I fixed it, but I'm almost sure. I had two files HelloFace.inf and HelloFaceMigration.inf in C:\Windows\System32\WinBioPlugIns\FaceDriver. I right clicked them, selected "Install", restarted and now it's working again!
Hi,
Thank you for writing to Microsoft Community Forums.
I understand that you get an error when using Windows Hello Face, we will look into this for you. However, in order to help you with the appropriate troubleshooting steps, please reply with the following details:
I see that there are multiple models for Asus ZenBook Pro 14, I suggest you to help us with the exact model of the laptop that you are using. To find the details type msinfo32 in the search bar on the Taskbar and hit Enter. Share the System Model along with System SKU.
However, you can try resetting the Windows Hello Biometric Database and check if that helps. Please follow the steps mentioned below:
Please reply with the status of the issue, we will be glad to help you further.
Regards,
Nikhar Khare
Microsoft Community - Moderator
Hi,
So I have the same problem. Same as displayed in the screenshot from the OP.
Mine is a Surface Book. Win 10 version 10.0.18362.295.
Today I received a Surface Camera Windows Hello driver update, although having shutdown/restarted a few times, the error is the same when trying to re-enable face sign-in.
Have read through the details around Group Policy - I believe my machines policy is correct and my machine is stand-alone, not in a Domain.
Have deleted the biometric database files while the Windows Biometric Service was stopped, still same problem.
A frustrating issue but given the quality of the OP and also the first reply from Microsoft, I'm encouraged that we can together get it solved.
So, Microsoft, what do you need from me to assist?
Thanks in advance,
Scott
Hi Nikhar,
sorry for my late reply, I haven't been notified about your answer.
So to answer your questions:
> Are you able to use the Camera through Camera application?
Yes. The camera app that comes with Windows itself (and basically all other apps using the camera I tested like e.g. Skype) works perfectly fine! Only the infrared functionality seems to not be recognized/working.
> were you able to use Windows Hello Face after installing the old SSD?
Yes! Once I installed the old SSD Windows Hello Face worked like a charm again! So I guess it can be excluded that it's a hardware issue. The Windows on the old SSD was an older version though (not exactly sure but I think it was 1803 compared to now 1903). I installed 1903 already like 2 months ago or so and Windows Hello Face still worked fine in the beginning so I am also quite sure that it has not directly anything to do with the upgrade to 1903.
The relevant info from msinfo32:
Betriebsystemname Microsoft Windows 10 Pro Version 10.0.18362 Build 18362
Weitere Betriebsystembeschreibung Nicht verfügbar
Betriebsystemhersteller Microsoft Corporation
Systemname ZBP-14
Systemhersteller ASUSTeK COMPUTER INC.
Systemmodell ZenBook Pro 14 UX450FDX_UX480FD
Systemtyp x64-basierter PC
System-SKU
Prozessor Intel(R) Core(TM) i7-8565U CPU @ 1.80GHz, 1992 MHz, 4 Kern(e), 8 logische(r) Prozessor(en)
BIOS-Version/-Datum American Megatrends Inc. UX450FDX.300, 28.09.2018
For some reason, System-SKU is just empty.
What confuses me a little bit is that the "Infrared Devices" section in msinfo32 is completely empty …
When I delete the files in C:\Windows\System32\WinBioDatabase and then open Sign-in options I still see the same error message as in the screenshot of my initial post: "This option is currently unavailable".
I just googled and found out about the Windows Camera FrameServer service which as not running and the start mode was set to "Manual". I started it now but nothing changed.
