Facial recognition not working - camera not working in Camera app either

Because the camera also fails in the Camera app, this is not just a Windows Hello sign-in issue. Work through these steps in order:

1. Check camera privacy settings
   • Go to Start > Settings > Privacy & security > Camera.
   • Make sure Camera access is turned on.
   • Make sure Let apps access your camera is turned on.
   • If the Camera app or sign-in components still cannot use the camera, also make sure Let desktop apps access your camera is turned on.
   • If Camera access is greyed out, an administrator must enable it.
2. Test the camera in the Camera app again
   • Open Start > Camera.
   • If it works there, the problem is with the app or sign-in feature using the camera.
   • If it still shows no preview, continue with the next steps.
3. Check for Windows and camera driver updates
   • Go to Start > Settings > Windows Update > Check for updates.
   • If nothing appears for the camera, go to Advanced options > Optional updates and look for camera driver updates.
   • Install available updates, then restart the PC. A full restart is required; waking from sleep is not the same.
4. Run the camera troubleshooter
   • Go to Start > Settings > System > Troubleshoot > Other troubleshooters.
   • Find Camera and select Run.
5. Close anything that may be holding the camera open
   • Right-click the taskbar and open Task Manager.
   • Close video or background apps that may be using the camera.
   • For any app using the camera, right-click it and select End Task.
6. Check the camera driver in Device Manager
   • Open Device Manager.
   • Expand Cameras.
   • Right-click the camera and select Update driver > Search automatically for drivers.
   • Restart the PC after the update.
7. Reinstall the camera driver
   • In Device Manager, right-click the camera and select Properties.
   • On the Driver tab, select Uninstall Device.
   • Select the check box for Delete the driver software for this device, then select OK.
   • In Device Manager, select Action > Scan for hardware changes.
   • Let Windows reinstall the driver, then restart and test the Camera app again.
   • This changes drivers and can affect camera features until Windows reinstalls the correct one.
8. If this is a USB webcam, try the in-box UVC driver
   • In Device Manager, right-click the webcam and select Update driver.
   • Select Browse my computer for drivers.
   • Select Let me pick from a list of available drivers on my computer.
   • Select USB Video Device and complete the update.
   • Note: this can reduce camera-specific features, and Windows Hello face recognition may no longer work if the manufacturer driver provided custom support.
9. For Windows Hello facial recognition specifically
   • Sign in with PIN or password first.
   • Make sure the camera is clean and unobstructed.
   • Check lighting and avoid strong side lighting.
   • If appearance changed, re-scan the face after camera function is restored.
10. If the camera hardware works but Windows Hello still does not

• Windows Hello facial recognition requires a compatible infrared (IR) camera. A normal webcam can work in the Camera app and still not support Windows Hello.
• In Device Manager, check whether an IR camera entry is present under Cameras or Imaging devices.

If the camera still does not show video in the Camera app after these steps, the issue is likely at the driver or hardware level rather than only Windows Hello.

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