How to reinstate facial recognition after motherboard change

The replacement motherboard must detect the camera’s infrared (IR) face-authentication component and load its manufacturer driver before Windows Hello Face can be configured; a working ordinary camera does not establish that the IR component is working.

Check whether the IR camera is detected

1. Press Windows key + X and select Device Manager.
2. Select View → Show hidden devices.
3. Expand:
   • Cameras
   • Imaging devices
   • Biometric devices
   • System devices
4. Look for an entry resembling:
   • IR Camera or Infrared Camera
   • Windows Hello Face Authentication Camera
   • Windows Hello Face Software Device
   • An imaging-signal-processor device

Windows Hello Face requires a Hello-compatible IR camera; the normal RGB webcam can work in the Camera app while Hello still reports a camera problem.^1^ Windows also identifies IR and RGB camera streams separately for face authentication.^2^

• If the IR/Hello device is disabled: right-click it, select Enable device, restart Windows, and then open Settings → Accounts → Sign-in options → Facial recognition (Windows Hello) → Set up.
• If it has a warning symbol: open Properties → General and record the device-status error code. Do not replace its driver with the generic USB Video Device/UVC driver; Microsoft notes that this driver can remove Windows Hello support when the camera depends on manufacturer-specific extensions.^3^

Install the post-repair manufacturer drivers

Since reinstalling the camera has already made no difference, install the hardware-specific packages associated with the replacement motherboard:

1. Open Settings → Update & Security → Windows Update.
2. Select Check for updates.
3. Select View optional updates → Driver updates.
4. Install available camera, biometric, chipset, imaging, and firmware updates, and then restart. Microsoft documents that camera drivers can be delivered through optional updates.^3^
5. Obtain the matching Windows 10 driver and firmware package from the desktop manufacturer or the company that performed the motherboard replacement. Use the exact model and replacement-board details.

If no IR/Hello camera appears after those packages are installed, return the computer to the repairer. Ask them to verify that:

• The original IR camera module and all related internal cables were reconnected.
• The replacement motherboard is the correct variant for the model.
• The BIOS/firmware and chipset or imaging drivers match that board.
• The IR camera is enabled and enumerated by the system.

Only if the IR device is present and healthy

1. Press Windows key + R, enter services.msc, and press Enter.
2. Open Windows Biometric Service.
3. If it is stopped, select Start and set its startup type to Manual (Trigger Start) or Automatic.^4^
4. Return to Settings → Accounts → Sign-in options → Facial recognition (Windows Hello) and select Set up.^1^

Do not continue changing permissions on or deleting the NGC folder at this stage. That folder primarily contains PIN and Windows Hello enrollment data; resetting it will not make a missing IR camera device appear and could remove the PIN and biometric registrations that are currently working.

References

1. Configure Windows Hello
2. Camera driver bring up guide
3. [Windows 10](https://support.microsoft.com/windows/hardware/camera/camera-doesn-t-work-in-windows#general-troubleshooting)
4. webcam will not setup on windows hello - Microsoft Q&A