webcam will not setup on windows hello

Christopher R Flint 20 Reputation points
2025-07-11T18:18:36.5166667+00:00

I have an infrared camera to sign in using windows hello

Despite many attempts it will not set up

this is what I have done.

start=settings=sign in options=windows hello ...it recognises that I have a camera. I select set up

then I select get started. after about 30 seconds the dialog box drops down and that's it just sits there doing nothing

I have checked for soft wear update all ok... I have done a diagnostic comes back with camera working as it should I have deleted the driver and reinstalled it ..

Windows for home | Windows 11 | Install and upgrade
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Ian-T 15,605 Reputation points Microsoft External Staff Moderator
2025-07-12T03:49:12.4066667+00:00

Hello, Christopher R Flint

 

Welcome to Microsoft Q&A Community.

 

Settings stalling is usually caused by outdated or corrupted camera drivers and outdated firmware, both of which can be resolved by reinstalling the drivers in Device Manager and installing any available firmware updates. Ensure that Windows Biometric Services are enabled and checking the Camera Privacy Settings under Settings > Privacy and Security > Camera Allows Windows Hello access is a key prerequisite, as shown in the figure:

User's image

At the same time, Enable Windows Biometric Services Open the service (services.msc) and verify that the Windows Biometric Service is set to manual (trigger startup) or automatically and is running

 

Reference:🔗_https://support.microsoft.com/en-us/windows/configure-windows-hello-dae28983-8242-bb2a-d3d1-87c9d265a5f0_

 

🔗**https://support.microsoft.com/en-us/windows/windows-hello-common-issues-and-troubleshooting-tips-bf68539e-e95e-48b6-a6cb-455649db3887**

 

If the problem still exists after trying the above steps, please share with me your PC model. And the model of your webcam? So that we can do further investigation.

 

Ian | Microsoft Q&A Support Specialist

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  1. Christopher R Flint 20 Reputation points
    2025-07-12T14:21:28.3633333+00:00

    thanks for the help but I'm afraid no chang it seems to be a general error with biometrics .I tried to set up a fingerprint scanner and got the same error message.

    my Camra is a ... csl web and IR Camra for win hello 10/11 model No91769/csl24050

    my pc is an all in one by AMI serial No L238TPS202410051295

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