Fingerprint and Face authentication not working

Windows Hello Face and Fingerprint require compatible physical sensors, so first verify that your exact laptop configuration includes an infrared camera and a fingerprint reader before attempting software repairs.^1^

1. Confirm that Windows detects both sensors

1. Right-click Start and select Device Manager.
2. Expand:
   • Cameras — look for an infrared/IR or Windows Hello-compatible camera. A normal webcam alone does not meet the Windows Hello Face requirement.
   • Biometric devices — look for a fingerprint reader.
3. Check the specification page for your exact laptop model or serial-number configuration. Some laptop models offer these sensors only as optional hardware.

If neither sensor appears and the manufacturer’s specifications do not list them, Windows cannot enable these features through a software setting. Use PIN (Windows Hello) instead, or ask the laptop manufacturer whether compatible hardware can be added. Microsoft confirms that Face requires a Hello-compatible infrared camera and Fingerprint requires a fingerprint reader.^2^

2. If the sensors are detected, install their proper drivers

For each camera and fingerprint device shown in Device Manager:

1. Right-click the device and select Update driver.
2. Also open Settings → Windows Update → Advanced options → Optional updates and install any available camera, biometric, firmware, or chipset updates.
3. Obtain the latest Windows 11 biometric and camera drivers from the laptop manufacturer’s support page for your exact model.
4. Restart the laptop.

If a sensor has an error icon or still is not detected:

1. In Device Manager, right-click it and select Uninstall device.
2. Do not select an option to delete the driver package unless you already have the manufacturer’s replacement driver.
3. Restart the laptop; Windows will attempt to reinstall the device. This reinstall-and-restart procedure is Microsoft’s documented next step when Windows Hello enrollment is unavailable.^3^

3. Set up Windows Hello

After both devices appear without errors:

1. Open Settings → Accounts → Sign-in options.
2. Set up PIN (Windows Hello) first if Windows requests it.
3. Under Ways to sign in:
   • Select Facial recognition (Windows Hello) → Set up.
   • Select Fingerprint recognition (Windows Hello) → Set up.
4. Follow the enrollment prompts and restart the laptop.^2^

4. If setup exists but recognition fails

• For Face, go to Settings → Accounts → Sign-in options → Facial recognition (Windows Hello) → Improve recognition.
• For Fingerprint, clean and dry the sensor, then go to Fingerprint recognition (Windows Hello) and re-register the finger while changing its angle slightly during scanning. Registering another finger can also help.^4^

If the manufacturer confirms that both sensors are included but they remain absent from Device Manager after installing its drivers and firmware, contact the manufacturer for hardware diagnosis or warranty service, particularly because they have never worked since purchase.

References

1. Windows 11 requirements
2. Configure Windows Hello
3. Windows Hello Enhanced Sign-in Security
4. Windows Hello common issues and troubleshooting tips | Microsoft Support