Windows 10: Windows Hello Face sign-in stuck in "couldn't recognise you" on Surface pro 6

Hi,


I have been having some trouble with face id sign in on my Surface pro 6 lately.


I get stuck in the face sign in message "couldn't recognize you" and don't get to sign in in any other way.


Normally i would get the option to sign in, in another way. But the only options I get is the options at the right corner, witch implies that i have to shut down the computer or restart to fix the issue.


I have tried to push all the regular keyboard buttons/combination to resolve this issue when I'm stuck, but there is no response.




:)

 

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 4: Windows Hello (face sign-in)

I have a Surface Pro 4 but in the settings sign in page, the face sign-in option does not appear. Help?

Original Title: Face Sign-In

 

Windows Hello doesn't work on my Surface 6 Pro

Hi Virginia,

I think my camera is IR camera because as per the specs of my Surface Pro 6 8th Gen i7:

Camera: Primary Camera: 5 MPix Front-facing: Windows Hello

Secondary Camera: 8 MPix Rear-facing: Contrast Autofocus (AF)

I have reset my MS Surface Pro 6 laptop and now the setup button in (settings/sign-in options/Windows hello face) is enabled but when start setup it gives me "Something went wrong, try start setup again."
and kicked me out.