Windows 10: Surface Pro 6 - Windows Hello Face stopped working

2 days ago, the Windows Hello Face stopped working on my Surface Pro 6


When I go into the sign-in options screen, it has: "We couldn't find a camera compatible with Windows Hello Face"


The camera is working fine for Skype!


I've never had this problem until 2 days ago


Was there a Windows patch updated that caused this problem? I had to reconnect my Surface Mouse & Surface Dial yesterday as there was a broken connection. Don't know if this is related


Any help is appreciated

:)

 

Face ID not working in Surface Pro 6

Hi,



Thank you for writing to Microsoft Community Forums.



We understand that you are unable to use the Face ID on your Surface Pro 6, we will look into this for you. We would like to know if you are aware of any changes on the computer recently.



However, I suggest you to refer the steps mentioned below and check if that helps in resolving the issue:



Method 1: Resetting Windows Hello Biometric Database



You can try resetting the Windows Hello Biometric Database and check if that helps. Please follow the steps mentioned below:

1. Press Windows key + R, to open
   Run dialog box.
   
2. Type services.msc and click on
   OK.
   
3. Look for Windows Biometric Service, double click on it and click on
   Stop.
   
4. Now, go to C:\Windows\System32\WinBioDatabase, take a backup of all the files inside the
   WinBioDatabase folder.
   
5. After taking a backup of the files, delete all the files.
   
6. Now, open Services by following step 1 and 2, and restart the
   Windows Biometric Service.
   
7. Go to Start >> Settings >> Accounts >> Sign-in options and register the Face data again.
   

Method 2: Installing Windows Hello Face Driver



If method 1 didn’t help. You can try to reinstalling the Windows Hello Face Driver. Follow the steps mentioned below:

1. Press Windows key + E, to open
   File Explorer.
   
2. Navigate to C:\Windows\System32\WinBioPlugIns\FaceDriver
   
3. Look for HelloFace.inf and
   HelloFaceMigration.inf file, right click on each file and select
   Install.
   
4. Restart the computer.
   

For additional information, you may also refer the article
Troubleshoot problems with Windows Hello on Surface.



Let us know how it goes.



Regards,

Nikhar Khare

Microsoft Community - Moderator

 

Surface Pro 6, Windows Hello is not working

Hello,

I need help with my surface pro 6, windows hello is not working, and I do not know what step to take. I received message "Sorry something went wrong. Please log in with your PIN.". Please help. Thank you in advance.

 

Windows Hello Face stopped working

After installing Windows 10 1909 Update KB4551762 and restarting my M/S Surface Book 2 the Windows Hello Face login would not work. I logged on with my PIN, went to settings/accounts to check my Hello/Face Sign In. Message advises that Windows could not find a camera compatible with Windows Hello Face. Prior to the Update Windows Hello Face was working. Would appreciate any feedback on how to resolve this issue