Windows Hello no longer works with camera

Question

Windows Hello no longer works with camera

Susan I 0

My camera is unablet to be switched on when starting my laptop so can't use facial recognition to log on or go back to my screen. My camera still works for Zoom calls etc.

Susan I 0 Reputation points

2026-03-27T11:11:02.7233333+00:00
Microsoft Support sent me the following - step 1 worked for me.

Check if Windows Hello Face components are damaged Even if drivers look “up to date,” the Windows Hello Face framework sometimes becomes corrupted. Reinstall Windows Hello Face

Open Settings → Apps → Optional features In the list, look for: Windows Hello Face Windows Hello Face Resource If installed, click each → Uninstall Restart your PC Go back to Optional features → Add a feature Search Windows Hello Face and reinstall it Restart again Try setting up face recognition

This fixes the majority of “looks for you but fails” issues.

Your model’s IR camera may be disabled Windows Hello Face requires an infrared (IR) camera, not just a normal webcam. Check in Device Manager

Press Win+X → Device Manager Expand Cameras or Imaging Devices Look for something like:

Intel RealSense IR Camera Depth Camera Realtek IR

Right-click → Enable device (if disabled) Right-click → Update driver → Search automatically

If you only see a standard webcam, the IR sensor may be hidden under “System devices”.

Clear Windows Hello biometric database This resets any corrupted recognition data. Steps

Press Win + R Type: %ProgramData%\Microsoft\Windows\Biometrics

Delete the folder FaceID Reboot Re‑enroll face in Windows Hello

Check camera privacy settings You mentioned other apps work, but Windows Hello uses special access. Verify Go to: Settings → Privacy → Camera

Ensure Camera access for this device → ON Ensure Let Windows apps access your camera → ON Ensure Windows Hello Face is listed and allowed

Reset PIN (not just re‑enter) Sometimes the PIN container is corrupted and breaks Hello. Reset the PIN

Settings → Accounts → Sign‑in options Under PIN (Windows Hello) click I forgot my PIN Reset it Restart Set up face recognition again

Check Windows Services for biometrics Sometimes Windows Biometrics Service stops working. Steps

Press Win + R → services.msc Find: Windows Biometric Service Make sure:

Startup type: Automatic Status: Running

If stopped → click Start

You can visit https://www.support.microsoft.com

3 answers

Your answer

Answer 1

Follow these steps to restore Windows Hello face sign-in when the camera still works in apps like Zoom:

Restart and test the camera in the Camera app
1. Restart the PC: Select Start > Power > Restart (do not just wake from sleep).
2. After restart, open Start and select Camera from the apps list.
3. If prompted to allow access, select Yes and confirm the camera shows an image.
4. If the camera works here, the issue is likely with Windows Hello configuration or drivers.
Run Windows Update and optional driver updates
1. Select Start > Settings > Windows Update > Check for updates.
2. If no camera updates appear, select Advanced options > Optional updates and install any camera or system driver updates.
3. Restart the device when updates complete and test Windows Hello again.
Check the camera hardware and privacy controls
1. If using a laptop, make sure any physical camera shutter/slider is open and any camera function key (often Fn + a key with a camera icon) is set to enable the camera.
2. Confirm the camera is recognized and working in other apps after changing these controls.
Reinstall or switch the camera driver
1. Open Device Manager (select Start, type device manager, and select it).
2. Locate the built-in camera under Cameras or Imaging devices.
3. Right-click the camera and select Properties > Driver tab.
4. Select Uninstall Device, check Delete the driver software for this device, then select OK.
5. In Device Manager, select the Action menu > Scan for hardware changes to reinstall the driver.
6. Restart the PC and test Windows Hello.
If Windows Hello still does not work but the camera works in apps, switch to the in-box UVC driver:
1. In Device Manager, right-click the camera and select Update driver.
2. Select Browse my computer for drivers.
3. Select Let me pick from a list of available drivers on my computer.
4. Choose USB Video Device and select Next.
5. Select Close, then restart the PC.
Note: The in-box UVC driver may not support all camera features. If Windows Hello previously relied on custom features from the manufacturer’s driver, face recognition might stop working with the generic UVC driver. In that case, reinstall the original OEM camera driver from the device manufacturer’s support site.
If the problem persists If Windows Hello still cannot use the camera after these steps but the camera works in other apps, check the PC or camera manufacturer’s support site for a specific Windows Hello–compatible driver or firmware update, or further guidance.

References:

Answer 2

DaveM121 937K Independent Advisor

The Camera app and apps like Zoom uses the normal webcam on your laptop, Windows Hello uses the Infrared camera, the best option would be to go to the support page for your laptop on the manufacturers website to download and reinstall (not update the version of webcam drivers and Infrared webcam drivers they provide for your laptop model.

DaveM121 937K Reputation points Independent Advisor

2026-03-26T18:10:43.2333333+00:00

Just checking with you, how are you proceeding with this problem.
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DaveM121 937K Reputation points Independent Advisor

2026-03-26T18:13:24.0633333+00:00

If you have any difficulty locating that support page, click your Start Button, then just type msinfo and press Enter, please provide a screenshot of the resulting System Information window.

Answer 3

Kapil Arya 38,496 Volunteer Moderator

You'll need IR based webcam to use facial recognition.

Check in Device Manager, if you've IR webcam installed.

Rick Plavner 0 Reputation points

2026-10-02T15:59:59.5933333+00:00

When one says “stopped working” or “ no longer works” that presupposes that it worked before.