Unlock Identity

The screenshot shows the key issue: "We couldn't find a camera compatible with Windows Hello Face."

A normal camera working in the Camera app is not enough for Windows Hello facial recognition. Windows Hello Face requires a Hello-compatible infrared (IR) camera. If the device only has a standard webcam, facial recognition setup stays unavailable even though the camera itself works.

Try these checks:

1. Open Settings > Accounts > Sign-in options.
   • Confirm that Facial recognition (Windows Hello) still shows the same camera compatibility message.
2. Verify the hardware requirement.
   • Windows Hello Face needs an infrared camera or a supported external infrared camera.
   • If the PC model does not include IR camera hardware, facial recognition cannot be enabled through software changes alone.
3. If the device is supposed to support Windows Hello Face, make sure Windows is fully updated.
   • Install the latest Windows updates and device firmware/driver updates.
4. If facial recognition worked before and is now unavailable, check whether a work or school connection is still attached.
   • Go to Settings > Accounts > Access work or school.
   • If an organization account is listed there, disconnect it, then restart the PC and check Sign-in options again.
5. If the device supports Hello Face and the camera hardware is present, reinstall the related device drivers.
   • In Device Manager, uninstall the Windows Hello face software device or IR camera device, then restart so Windows can reinstall the driver.

Important: if the hardware is not Hello-compatible, the fix is to use PIN sign-in, use fingerprint if supported, or add a compatible external IR camera.

• Windows Hello doesn't recognize me, or I get an error message when I try to sign in
• Configure Windows Hello | Microsoft Support
• How can I setup Windows Hello if the PIN, facial recognition and fingerprint options are all unavailable - Microsoft Q&A
• Why is Windows Hello Facial Recognition Greyed Out? - Microsoft Q&A