Both the fingerprint scanner and facial recognition camera have stopped working or are reporting as incompatible, even though a fingerprint was previously configured.

Vignesh R 0 Reputation points
2026-11-01T03:34:23.2366667+00:00

Subject: Windows Hello Biometric Failure – Fingerprint & Camera Not Detected

Issue Description:

Windows Hello biometric authentication has stopped working on my PC. Although I previously had fingerprint sign-in set up and working, the system no longer recognizes the hardware and displays the following error:

"We could not find a scanner compatible with Windows Hello fingerprint."

A similar compatibility error also appears when attempting to use facial recognition.

Steps Already Attempted:

Restarted the computer.

Checked for driver issues in Device Manager.

Attempted to restart the Windows Biometric Service (services.msc).

Please assist in resolving this issue or restoring the appropriate biometric drivers.

Windows for home | Windows 10 | Windows Hello, lock screen and sign-in
0 comments

2 answers

Sort by: Most helpful
Most helpful Newest Oldest
  1. nobuko c 125.2K Reputation points Independent Advisor
    2026-11-01T08:19:37.56+00:00

    Hello,

    First, let's check whether Windows recognizes these devices and whether the issue is related to your current user profile.

    1. Open Device Manager by pressing Windows + X and selecting Device Manager.
    2. Select View > Show hidden devices.
    3. Expand Biometric devices and Cameras (also check Imaging devices, if present).
    4. Check whether the fingerprint reader and facial recognition camera are listed. If either device shows a warning icon, open its Properties and check the error code.

    Next, create a new local Windows account and sign in with it. You can follow the instructions here:

    https://support.microsoft.com/en-us/windows/security/identity-signin/manage-user-accounts-in-windows

    Set up a Windows Hello PIN first, then check whether fingerprint and facial recognition can be configured.

    Please also provide the exact manufacturer and model of your PC. We can then check whether the manufacturer provides compatible Windows 10 drivers for these biometric devices.

    Please let us know the results of these checks.

    Was this answer helpful?

    0 comments

  2. AI answer

    2026-11-01T03:35:34.46+00:00

    Reinstall the detected fingerprint and Windows Hello camera devices, then install only the driver packages recommended for the exact PC model if Windows does not restore them automatically.

    1. Reinstall both biometric devices

    Since restarting Windows, checking Device Manager, and restarting the biometric service did not help, proceed with device re-enumeration:

    1. Sign in using the PIN or password.
    2. Press Windows key + X and select Device Manager.
    3. Select View > Show hidden devices.
    4. Expand:
      • Biometric devices
      • Cameras
      • Imaging devices, if present
    5. For the fingerprint reader:
      • Right-click it and select Uninstall device.
      • Do not select an option to delete its driver package unless the correct replacement driver has already been downloaded.
    6. For the Windows Hello/IR camera:
      • Right-click the relevant camera and select Uninstall device.
    7. Select Action > Scan for hardware changes. If the devices do not return, restart once; Windows should attempt to reinstall them. Microsoft’s Windows Hello troubleshooting specifically recommends uninstalling the biometric sensor and restarting when Hello reports that no compatible scanner is available.^1^
    8. Return to Settings > Accounts > Sign-in options. If Face and Fingerprint are available again, remove the old enrollments and configure them again.

    For the camera, if the problem began immediately after an update and Properties > Driver > Roll Back Driver is available, rolling back is another supported option. Otherwise, uninstalling the camera and scanning for hardware changes is the documented recovery path.^2^

    2. Restore the model-specific driver stack

    If either device remains absent or appears as Unknown device:

    1. Run msinfo32 and record System Manufacturer and System Model.
    2. Visit the PC manufacturer’s support page and select that exact model.
    3. Install the manufacturer-recommended packages relevant to the missing devices, potentially including:
      • Chipset or Serial I/O
      • Fingerprint/biometric
      • Camera or IR camera
    4. Follow the manufacturer’s stated installation order and restart whenever an installer requests it.

    Use the exact camera driver recommended for the model. Do not replace it indiscriminately with a generic driver: Microsoft notes that switching to the in-box UVC driver can remove Windows Hello functionality when the manufacturer’s driver supplies required camera extensions.^2^ Conversely, some Enhanced Sign-in Security camera designs require the Windows UVC driver, so follow the model manufacturer’s instructions rather than assuming one driver type is universally correct.^1^

    3. Check BIOS/UEFI detection if the devices stay missing

    Only if neither device is enumerated after reinstalling the correct drivers:

    1. Enter the PC’s BIOS/UEFI using the manufacturer’s documented method.
    2. Look under Security, Advanced, or I/O Devices.
    3. Verify that the camera, fingerprint reader, or biometric devices are enabled.
    4. If they are absent even there, contact the PC manufacturer; simultaneous disappearance can indicate a hardware, firmware, or shared-controller issue, but the symptom alone does not identify which one.

    Install a BIOS/UEFI update only when the manufacturer provides and recommends one for the exact model. Follow its instructions, connect AC power, maintain adequate battery charge, retain the BitLocker recovery key and suspend BitLocker if directed, and never interrupt the firmware update.

    Conditional: Enhanced Sign-in Security

    If Settings > Accounts > Sign-in options shows Enhanced sign-in security, verify:

    • Run msinfo32; under System Summary, Virtualization-based security should show Running.
    • Under Software Environment > Running Tasks, look for bioiso.exe and ngciso.exe.
    • Open Event Viewer > Applications and Services Logs > Microsoft > Windows > Biometrics > Operational. Event ID 1108 indicates that Windows loaded the corresponding biometric sensor.^1^

    If ESS is enabled, non-ESS-compatible biometric sensors are not enumerated by the Windows Biometric Framework. In that case, obtain compatibility guidance from the PC or sensor manufacturer rather than installing an unrelated generic driver.^1^

    Windows 10 support ended on October 14, 2025, so after recovery, move to Windows 11 if the PC is eligible; Windows 10 no longer receives free security fixes or technical assistance.^3^

    References

    1. Windows Hello Enhanced Sign-in Security
    2. [Windows 10](https://support.microsoft.com/windows/hardware/camera/camera-doesn-t-work-in-windows#general-troubleshooting)
    3. [Windows 10](https://support.microsoft.com/surface/setup/troubleshoot-problems-with-windows-hello-on-surface#tips-for-surface-laptop-go-and-windows-hello-fingerprint)
    AI-generated content may be incorrect. Read our transparency notes for more information.

    Was this answer helpful?

Your answer

Answers can be marked as 'Accepted' by the question author and 'Recommended' by moderators, which helps users know the answer solved the author's problem.