Windows Hello Not Working,(We couldn't find a camera compatible with Windows Hello Face)

Anonymous
2019-11-12T00:13:12+00:00

All of a sudden my Windows Hello has stopped working and on the lock screen it says, "sorry something went wrong, please enter PIN" and in settings it says We couldn't find a camera compatible with Windows Hello Face. what do I do?

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

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Anonymous
2019-11-12T00:46:07+00:00

Hi LucaMelfi, my name is Hadrien, an independent advisor and I'll do my best to help you today.

Please try the following procedures to fix your Windows Hello. Check if the issue is solved at the end of each procedure :

Procedure 1 :

  1. Open File Explorer, navigate to C:\Windows\System32\WinBioPlugIns\FaceDriver
  2. Right-click on HelloFace.inf and click "Install"
  3. If the file exists do the same thing for HelloFaceMigration.inf in the same directory

Procedure 2 :

Check on your camera manufacturer's website if there is any update available for your camera.

For example if you have a Logitech camera check on the Logitech website for any update for your camera.

Procedure 3 :

Click on Start button, type "cmd", right-click on "Command prompt" and click on "Run as administrator".

Copy-paste the following lines in the command prompt, one by one, pressing Enter after each line (to paste right-click at the top on "Administrator : command prompt" > Edit > Paste) :

DISM.exe /Online /Cleanup-image /Restorehealth

sfc /scannow

Procedure 4 :

  1. Click on the Start button, type "run" and click on "Run"
  2. Type "services.msc" (without quotes) and click on "Ok"
  3. Find "Windows Biometric Service", double click on it and click on "Stop"
  4. With File Explorer go to C:\Windows\System32\WinBioDatabase and make a backup of all the files just in case. Move that backup outside of that folder.
  5. Once backed up delete all the files in C:\Windows\System32\WinBioDatabase
  6. Open another time "services.msc", double-click on Windows Biometric Service and restart it
  7. Go to Start, type "settings", click on "Settings", go to "Accounts", "Sign-in options" and register the Face data again

Regards,

Hadrien

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  1. Anonymous
    2020-04-23T13:15:55+00:00

    Thanks Hadrie,

    Your resolving way worked for my Dell Laptop but did not for my partner's HP laptop. The HP has only one file HelloFace.inf, not HelloFaceMigration.inf

    Do you please have any idea for my partner's Laptop ?

    Thank you again.

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  2. Anonymous
    2020-04-21T03:51:00+00:00

    Does anyone have a fix for this? I am still without use of the sign in, and my camera works fine.

    I also do not have HelloFaceMigration.inf - the other file is there however.

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  3. Anonymous
    2020-04-15T06:17:56+00:00

    FtLeeJerry

    You provided the clearest possible answer here:

    "In Windows Explorer, go to C:\Windows\System32\WinBioPlugIns\FaceDriver. Locate the HelloFace.inf and HelloFaceMigration.inf files.  These are the driver setup information files that tell Windows the instructions and parameters needed to install the 2 drivers.  

    Right-Click on each of the info files (highlighted about in yellow) then click on "install." 

    Restart your computer and the problem should be resolved. 

    Each time your Norton anti-virus app is updated or re-installed, there is a risk that the problem will pop up again, so be aware."

    That was all I needed.  And your clarification that the ".inf" was not really important to find if it wasn't there, saved me from trying to look for that as I had done before to no avail, but with much frustration!

    My hat is off to you, Mr. Bucknoff!

    Many thanks.  Stay well, and stay safe.

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  4. Anonymous
    2020-04-02T20:19:59+00:00

    Thank you. I just tried with the help tab in settings and couldn't fix my problem so came on here and tried the first procedure and my HelloFace Camera came on right away.

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