Windows Hello is unavailable

Question

Windows Hello is unavailable

Susan Moreno 20

Windows Hello is unavailable and will not let me redo a pin. Nor des the fingerprint recognition work. What causes this and how is it fixed?

0 comments

Answer accepted by question author

EmilyS726 270.7K Independent Advisor

Hello,

Can you go to your Windows Settings > Accounts > Access Work or School (note, it is the briefcase icon, not the envelope icon). Then see if the organization email address is still listed? If so, click on it and then disconnect it.

Restart the computer, then see if it works.

Susan Moreno 20 Reputation points

2025-11-13T22:21:05.9933333+00:00

OMG, this worked!!!! Thank you so much. This has been driving me crazy and it's taken me 2.5 hours today to deal with it. Thank you!!
EmilyS726 270.7K Reputation points Independent Advisor

2025-11-13T22:33:05.9566667+00:00

You are welcome. I am glad I can help.

To prevent this from happening again, I assume you used an org account to sign into Msft365. When you sign in again in the future, if you see a pop up asking you if you allow organization to access device settings, please click at the bottom right "sign in this app only".

If all is good, feel free to mark the answer for this thread, or let me know if you need anything else from me.

1 additional answer

Your answer

Susan Moreno 20 Reputation points

2025-11-13T22:21:05.9933333+00:00

OMG, this worked!!!! Thank you so much. This has been driving me crazy and it's taken me 2.5 hours today to deal with it. Thank you!!
EmilyS726 270.7K Reputation points Independent Advisor

2025-11-13T22:33:05.9566667+00:00

You are welcome. I am glad I can help.

To prevent this from happening again, I assume you used an org account to sign into Msft365. When you sign in again in the future, if you see a pop up asking you if you allow organization to access device settings, please click at the bottom right "sign in this app only".

If all is good, feel free to mark the answer for this thread, or let me know if you need anything else from me.

Answer 1

If Windows Hello is unavailable and you are unable to redo a PIN or use fingerprint recognition, there are a few potential causes and solutions:

Check Virtualization Based Security (VBS): Ensure that VBS is running. You can check this by opening System Information and looking for Virtualization Based Security listed as Running.
Biometric Isolation Trust-lets: Verify that the biometric isolation trust-lets are running. These should be listed under System Information > Software Environment > Running Tasks as bioiso.exe and ngciso.exe. If they are not running, your system may not meet the requirements for Enhanced Sign-in Security.
Re-enroll Biometric Authentication: Go to Settings > Sign-in Options, remove any nonfunctioning enrollment, and re-enroll your fingerprint or face recognition.
Device Manager Check: In Device Manager, ensure that your biometric sensor is listed under Biometrics devices. If it's not functioning, try uninstalling the driver and restarting your device, which will prompt Windows to reinstall the driver.
Restart Biometric Service: You can restart the biometric service by removing the PIN from the system and then using a command prompt as an administrator to enter net stop wbiosrvc && net start wbiosrvc.
Feedback Hub: If biometrics are still not working, consider filing a feedback item using the Feedback Hub to report the issue.

If these steps do not resolve the problem, further investigation into your system's configuration may be necessary.

References:

Windows Hello Enhanced Sign-in Security