Windows 10: Surface Pro 6 :: Windows Hello Not Working

Hello everyone,


First off, I'd like to say I've tried all of the following:

• https://answers.microsoft.com/en-us...ing-went/c080309c-2b4f-4fb3-8099-76861815c33e
• https://support.microsoft.com/en-us...ace-problems-using-surface-diagnostic-toolkit
• https://support.microsoft.com/en-us...doesn-t-work-after-you-apply-a-group-policy-s
• Power resetting x5
• Uninstalling/Reinstalling/Updating drivers
• Manually updated all surface drivers via their site with the .msi format
• Checked and updated all possible windows updates
• Tested the camera before and after driver changes and it is working (both front and back facing)
• Gone through gpedit
  • Only issue was the biometrics folder wasn't there
• All apps are allowed access through camera privacy settings
• Already disabled, and then uninstalled my antivirus still nothing

System:

OS Build - 18362

Windows 10 Home (Had to manually install gpedit)

Processor - Intel i5-8250U

RAM - 8 GB

64-bit

Use Surface Pen and typecover


Context:

So basically, I first encountered "Couldn't turn on camera. Please use PIN". I've encountered the issue before and did the process of removing the camera driver. Restarting my device so the driver reinstalls. Does so. Now, at this point, the issue is usually solved and Hello will work again.


However, this time it gave me the same "Couldn't turn on camera. Please use PIN". I went into the camera app, verified it was working and could take pictures. Locked my device and went back to the lockscreen. This time the issue changed to "Sorry something went wrong. Please use PIN".


Then came the hours of troubleshooting with all the above mentioned. Now comes me making my own support post. I honestly have no idea what could be causing this problem. I noticed I don't have a biomentric related device in my device manager nor my gpedit. Tried installing the drivers manually and still not there.

:)

 

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.

 

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

 

New Surface Pro 5 and Surface Pro 6 firmware for Windows 10 - Aug. 29 Surface

Source:

• https://support.microsoft.com/en-us/...update-history
• https://support.microsoft.com/en-us/...update-history