Use a PIN or password to sign in first. If Windows Hello face or fingerprint is unavailable, that does not remove the Microsoft account or Roblox account. It means Windows is not currently detecting the camera or fingerprint hardware for Hello sign-in.
Try these steps in order:
- Sign in with PIN or password
- If face or fingerprint fails, sign in with a PIN or password instead.
- If the PIN also fails, sign in with the password, then go to Start > Settings > Accounts > Sign-in options > PIN (Windows Hello) and select I forgot my PIN.
- If fingerprint was working before, remove and set it up again
- Go to Start > Settings > Accounts > Sign-in options > Fingerprint recognition (Windows Hello).
- Select Remove.
- Then select Set up to enroll it again.
- Another option is Add another fingerprint to improve recognition.
- If face recognition was working before, improve or re-create it
- Go to Start > Settings > Accounts > Sign-in options > Facial recognition (Windows Hello) or Windows Hello Face.
- Select Improve recognition.
- If needed, sign in with PIN or password and set up Windows Hello again.
- Update Windows and device firmware/drivers
- If Windows says it cannot find a compatible camera for Windows Hello Face, make sure the device is fully updated with the latest Windows and firmware updates.
- Check whether the biometric device is being detected
- If Windows Hello Face/Fingerprint is unavailable with messages like We couldn't find a camera compatible with Windows Hello Face or We couldn't find a fingerprint scanner compatible with Windows Hello Fingerprint, reinstall the biometric driver:
- Open Device Manager.
- Look under Biometric devices.
- Right-click the sensor and select Uninstall Device.
- Restart the PC so Windows attempts to reinstall the driver.
- Check Enhanced Sign-in Security components
- 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.exeandngciso.exe.
- Restart the biometric service
- Warning: this changes sign-in configuration temporarily.
- First remove the PIN in Sign-in options.
- Open Command Prompt as administrator and run:
net stop wbiosrvc && net start wbiosrvc - Then check whether fingerprint sign-in works again.
- If the issue started recently after an app, driver, or update
- A recently installed app, driver, or update might be causing the problem.
- Try a restore/reset path for Surface devices if applicable.
- If using a Surface-specific fingerprint device
- On a Surface with detachable keyboard and fingerprint reader on the Type Cover, detach the keyboard, reattach it, and try again.
- On Surface Laptop Go models with a Fingerprint Power Button, make sure the LED around the button is on and wipe the button with a lint-free cloth only. Do not use glass cleaner or cleaning chemicals.
If both camera and fingerprint stopped being detected at the same time, focus first on Windows/device driver detection rather than account recovery. The accounts are not lost just because Windows Hello is unavailable.
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