Surface Pro 11th Edition - Rotation Lock option missing in settings, Windows Hello not available

Jacob Graham 0 Reputation points
2026-10-07T19:30:47.5466667+00:00

I got this tablet around late august 2025, and ran into some issues about new years 2026. Suddenly, Windows Hello stopped prompting when unlocking the device. No big deal, but a bit inconvenient. Then, rotation lock just stopped apprearing in my action center AND in my settings page for Display settings. I've unplugged my keyboard, used bluetooth, USB, everything. I even bought a BRAND NEW Surface Keyboard straight from Microsoft. Still doesn't reappear.

Any suggestions would be appreciated.

Surface | Surface Pro | Display and screen
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  1. AI answer

    2026-10-07T19:31:02.7766667+00:00

    For the Windows Hello issue on Surface Pro 11th Edition, the supported troubleshooting path is:

    1. Make sure Windows Hello is configured on the device.
    2. Open the Surface app.
    3. Expand Help & support and check update status.
    4. If updates are available, select Check for updates to open Windows Update and install all available updates.
    5. After updates finish, try Windows Hello again from the sign-in screen. If multiple sign-in methods are shown, explicitly select the Windows Hello option.
    6. If fingerprint or face sign-in was working before and stopped, sign in with the PIN and then re-create the sign-in method:
      • Windows 11: Start > Settings > Accounts > Sign-in options
      • For fingerprint, select Fingerprint recognition (Windows Hello) > Remove, then Set up again, or choose Add another.
    7. If the PIN also does not work, sign in with the password, then go to Start > Settings > Accounts > Sign-in options > PIN (Windows Hello) and select I forgot my PIN.
    8. If Windows Hello worked before and recently stopped, a recently installed app, driver, or update might be the cause. In that case, try a restore or reset of the Surface.

    For the missing Rotation lock setting, no supported steps are provided in the available material.

    If Windows Hello still does not return after updates and reconfiguration, use the Surface app or Get Help for technical support.

    AI-generated content may be incorrect. Read our transparency notes for more information.

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  2. S.Sengupta 32,666 Reputation points MVP Volunteer Moderator
    2026-10-07T23:50:59.39+00:00

    Windows may have lost its sensors (accelerometer and gyro for rotation lock, the IR camera or presence sensor for Hello). Rotation lock only appears when Windows detects an orientation sensor, so a new keyboard was never likely to fix it. Either the sensor stack is broken in software or the hardware has failed.

    Open Device Manager >

    Turn on View > Show hidden devices.

    Look for a Sensors category (accelerometer, gyro, "HID Sensor Collection", Surface or Qualcomm sensor entries).

    Under Biometric devices, look for "Windows Hello Face Software Device", and under Cameras, the IR camera.

    If Sensors is missing entirely, or devices show warnings or "Unknown device", that explains both symptoms.

    In services.msc, check that Sensor Service, Sensor Data Service and Sensor Monitoring Service are present and not disabled.

    In gpedit.msc (Pro edition), go to Computer Configuration > Administrative Templates > Windows Components > Location and Sensors, and confirm "Turn off sensors" is Not configured.

    Run the Surface Diagnostic Toolkit

    In the Surface app, go to Help & support and run the hardware tests. It checks the sensors and cameras directly and gives you a result you can show Microsoft.

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