Windows Hello face recognition not working: how to fix it

Applies to: Windows 11 Home and Pro on laptops and desktops with a built-in or external Windows Hello camera. Windows 10 uses the same steps, though its Settings pages look a little different.

Match your symptom

Windows Hello face sign-in can fail in a few distinct ways, and each points to a different place to look:

What you see	Likely cause	Start with
“Couldn’t recognize you” on the lock screen	Lighting, glasses, a mask, or an old face scan	Fix 1, Fix 2
Face sign-in worked, then stopped offering itself	Too many failed attempts; Windows wants your PIN	Fix 1
Recognition fails often since you changed your look	The stored scan no longer matches well	Fix 2, Fix 3
No facial recognition option, or a message that no compatible camera was found	The camera isn’t Windows Hello capable, or its driver isn’t loading	Fix 4, Fix 5
It broke after a driver or Windows update	A driver change or a pending update	Fix 5, Fix 6
The option is unavailable on a work or school PC	An organization policy	IT note

Fix 1: Sign in with your PIN and check the basics

Microsoft’s Windows Hello for Business FAQ explains that Windows has anti-hammering protection for biometrics: after several failed attempts, face sign-in can become temporarily unavailable. It comes back once you sign in another way, such as with your PIN. Restarting the PC doesn’t bring it back, so pick Sign-in options on the lock screen and use your PIN or password.

Then rule out the simple causes Microsoft lists on its Windows Hello troubleshooting page:

• Clean the camera window and make sure nothing covers it, such as a privacy shutter, tape or a sticker.
• Avoid strong light from one side of your face, which can make recognition harder.
• Hats, some makeup and other accessories around your face can cast shadows. A mask also gets in the way; Microsoft advises removing it when you set up or unlock with face sign-in.
• If you started or stopped wearing glasses, or your facial hair has changed, scan your face again in Fix 2.

If even your PIN is refused or shows as unavailable, the problem is with Windows Hello as a whole, not the camera. Our guide to the Windows Hello PIN “This option is currently unavailable” message covers that case.

Fix 2: Use Improve recognition

This is the first fix Microsoft suggests. It adds another face scan to the one already stored, which gives Windows more to compare against:

1. Open Settings > Accounts > Sign-in options.
2. Expand Facial recognition (Windows Hello).
3. Select Improve recognition and confirm with your PIN if asked.
4. Follow the on-screen steps. Sit roughly where you normally do, in your usual lighting, and look at the screen.

Running it once with glasses and once without can help if you switch between them during the day.

Fix 3: Remove face data and set it up again

If recognition is still poor, start over. Microsoft notes that removing and setting up again keeps only the newest scan, which is why it lists Improve recognition first. A fresh setup helps when the old scans were made in very different conditions.

1. Open Settings > Accounts > Sign-in options and expand Facial recognition (Windows Hello).
2. Select Remove. According to Microsoft, this deletes the stored face template on this PC.
3. Restart the PC and sign in with your PIN.
4. Return to the same page, select Set up and follow the prompts.

Your face data stays on the device and doesn’t roam with your account, Microsoft says, so this has to be done on each PC separately.

Fix 4: Check that the camera supports Windows Hello

Face sign-in needs a camera built for Windows Hello. These are generally infrared (IR) cameras, often with a small red light that flashes during sign-in. An ordinary webcam that works fine in video calls usually can’t be used for Windows Hello face. Check the PC maker’s specifications for “Windows Hello” or “IR camera” if you’re unsure.

• No facial recognition option at all: if Settings > Accounts > Sign-in options doesn’t list Facial recognition (Windows Hello), Windows isn’t detecting a compatible camera. Check the specifications first, then the driver in Fix 5.
• External Windows Hello cameras: Microsoft’s FAQ says that when a PC has both an internal and an external Windows Hello camera, the external one is used for face sign-in. If the external camera is disconnected, off, or pointed away from you, face sign-in can fail even though the built-in camera is fine. Unplug it to test, or keep it connected and facing you.
• Laptop closed with a monitor: when the lid is shut, the built-in camera can’t see you. Use your PIN or an external Windows Hello camera instead.
• Camera not detected at all: if no app can find the camera, see camera error 0xA00F4244 (NoCamerasAreAttached), which covers privacy switches, firmware settings and missing devices.

Fix 5: Check the camera and biometric drivers

Windows Hello face depends on the camera’s IR sensor driver. If it fails to load, the face option disappears or stops working. Right-click Start, select Device Manager, and expand Cameras and, if present, Biometric devices. Device names vary by maker; the IR sensor may be listed separately from the regular camera.

• Yellow warning sign: right-click the device, select Properties and read the Device status box for the error.
• Stopped after a driver update: in Properties, open the Driver tab and select Roll Back Driver if it’s available.
• Get the PC maker’s driver: laptop IR cameras often rely on the manufacturer’s own driver package. Download it from the maker’s support page for your exact model rather than a generic driver site.
• Reinstall: right-click the IR camera, select Uninstall device (leave any option to delete the driver unchecked), then restart so Windows detects it again.

Our guide on how to update drivers in Windows 11 explains when to use Windows Update, Device Manager or the maker’s tools.

Face sign-in also relies on the Windows Biometric Service. Press Win + R, type services.msc and press Enter. If the service shows as disabled, set its Startup type back to its default and restart the PC. On most PCs it starts when needed, so a stopped status alone isn’t a problem.

Fix 6: Install updates and check known issues

Install pending updates in Settings > Windows Update, including any driver updates under Advanced options > Optional updates from your PC maker. Then restart and try face sign-in again.

As of November 2026, Microsoft’s Windows 11, version 25H2 release health page lists no known issue about Windows Hello, facial recognition or cameras. If the problem began right after an update, the camera driver is the more likely cause, so roll it back as in Fix 5 before uninstalling the Windows update itself.

Work or school PCs: a note for IT

On a PC managed by an organization, Windows Hello for Business policies decide which sign-in methods you can use. Microsoft’s FAQ notes that admins can stop users from enrolling biometrics, while enrollment stays optional for users where it’s allowed. If the option is unavailable or disabled on a work PC, ask your IT team before changing anything. Points worth checking for admins:

• Microsoft’s troubleshooting page says that if enhanced anti-spoofing is turned on, recognition can be stricter and fail more often in dark rooms.
• The PIN is the fallback for biometrics. According to the FAQ, disabling or hiding the PIN credential provider also disables biometric sign-in.
• When external cameras are used, the FAQ points admins to Enhanced Sign-in Security (ESS) guidance, since ESS can limit which cameras work.
• The number of failed biometric attempts before face sign-in pauses can’t be changed by users or organizations at this time, per the FAQ.

If the PC shows “This sign-in option is disabled”, see this sign-in option is disabled for the lockout and policy causes.

If face sign-in still fails

• Reset Windows Hello data. If the PIN and face options both misbehave, the stored Windows Hello data may be damaged. The Windows Hello PIN guide explains how to reset the Ngc folder; read its warnings first, because this removes your PIN and face setup.
• Repair system files. From an administrator Terminal, run the two commands below, then restart.

DISM /Online /Cleanup-Image /RestoreHealth
sfc /scannow

• Contact the PC maker. If the IR camera doesn’t appear in Device Manager at all after a driver reinstall, the hardware or its connection may be at fault. Meanwhile, your PIN keeps working as a sign-in method.

Related guides

• Windows Hello PIN “This option is currently unavailable”: how to fix it
• This sign-in option is disabled: how to fix it in Windows 11 and 10
• Camera error 0xA00F4244 (NoCamerasAreAttached): how to fix it
• How to update drivers in Windows 11 (and when not to)

Official sources

• Microsoft Support: Windows Hello common issues and troubleshooting tips
• Microsoft Learn: Common questions about Windows Hello for Business
• Microsoft Learn: Windows 11, version 25H2 known issues and notifications