Windows 10: Windows 10 OS - face recognition setup not working

Hey all,
I bought a new Surface Laptop 3 over Christmas Intel i7 processor, and for the first week the face ID worked perfectly. A few days ago on startup it began showing an error message 'Couldn't open the camera' and skipping straight to entering my PIN to log in. I have checked that all drivers are up to date and tried a lot of solutions online including factory resetting the laptop after which the biometrics still were not working.
Any help would be massively appreciated! Thanks, -Cal

:)

 

Windows 10 OS - face recognition setup doesn't work

I am trying to setup face recognition in my laptop but it doesn't work at all. There are no options to recognize face or it doesn't proceed to next screen.

Steps Followed:

1. Opened Sign-in option screen

2. Clicked Face Recognition Setup

3. Windows Hello Setup screen opened

4. It asks "Make sure your face is centered in the frame"

5. It doesn't proceed next and there is no option other than "Cancel" button.

Please help.

Moved From:

• Windows
  
• /
• Windows 10
  
• /
• Security & privacy
  

 

Windows 10 OS - face recognition setup doesn't work

I, too, have an HP Engy laptop.

version 1709 (OS Build 16299.192)

My facial recognition was working since the initial computer set up in December. Immediately following the recent update, it stopped working.

My camera driver is the most recent.

My understanding is that a lot of people have this problem. I have spent hours reading forums of this very same problem - camera works, but facial recognition doesn't work after the update. I am not an IT person, and do not have the time to spend on all
of this research.

In trying to re-set up face recognition, I follow the same steps as Trepr listed above and have the same results.

I have also tried a hard reboot.

 

Windows 10 OS - face recognition setup doesn't work

Thank you for the information you've provided.

For more troubleshooting steps, you may check the following links:

• Facial recognition logon doesn't work after you apply a Group Policy setting in Windows
  10
  
• Troubleshoot problems with Windows Hello on Surface
  
• Facial Recognition not working for windows 10, version 1709 (please
  check the marked as answer posts).
  

Please post back with the result for further assistance.