Windows Hello compatible camera can’t be found anymore

a couple of days ago my Windows Hello compatible camera stopped working all of a sudden. On the Windows lock screen I see a message «Sorry, something went wrong. Please login with your PIN» and in the Sign-in options in settings I see «We couldn’t find a camera compatible with Windows Hello». I didn’t install any Windows Update right before that happened and I also didn’t install any tools or updated drivers or anything. It really happened all of a sudden. It worked on one log-in attempt and did no longer after another log-in attempt.

The camera itself is okay. I re-installed the SSD that came with my PC with a (nearly) straight from the factory Windows and the camera works perfectly fine there, so I’m pretty sure it’s not a hardware problem here. My computer is an ASUS Zenbook Pro 14.

I’m running Windows 10 with the 1903 Update, Build 18362.267 and as I mentioned, it just stopped working all of a sudden. I’m pretty sure I haven’t installed any software or drivers or updates right before it stopped working (I might be wrong though).

I cannot even remove the Windows Hello Face Recognition because the button is disabled (see screenshot below).

Long story short: my Windows Hello compatible webcam is no longer recognized as such and I have no idea why. Appreciate any tips!

// edit: I already uninstalled the camera driver in the device manager and I also tried to install newer drivers using Driver Easy, both without success.

// edit 2: I also tried “Sfc /scannow” and «dism /online /cleanup-image /restorehealth» now. Everything seems to be fine. Except . it’s not.

We couldn’t find a camera compatible with Windows Hello Face

Windows Hello is an excellent feature. It lets Windows users use fingerprint, facial recognition, and other biometric details to login into Windows devices. Still, users can experience issues at times. For example, one common error that users encounter while using Windows Hello is ‘We couldn’t find a camera compatible with Windows Hello Face’.

We couldn’t find a camera compatible with Windows Hello Face

There can be many reasons for the feature failing to work. You can try the methods listed below to fix the problem and get the Windows Hello Face working again.

1. Installing the Windows Hello Biometric files
2. Resetting Windows Hello Biometric Database
3. Install Windows Hello Face Optional Feature

Let’s cover the above methods in a bit of detail. Before you begin, please create a system restore point first.

1] Installing the Windows Biometric Files

Open File Explorer and navigate to the following address – C:\Windows\System32\WinBioPlugIns\FaceDriver.

Here, you should find two files namely-

• HelloFace.inf
• HelloFaceMigration.inf

Right-click them and select the ‘Install’ option.

Later, restart our PC, and the Windows Hello Face feature should be working again.

2] Reset the Windows Hello Biometric Database

Please be aware, this method will reset Windows Hello for every user registered on the PC. If you’re OK with it, go ahead.

• Press Windows key + R, to open the Run dialog box.
• Type services.msc and click on OK.
• Look for Windows Biometric Service, double click on it, and click on Stop.
• Now, navigate to the following address – C:\Windows\System32\WinBioDatabase.
• Create a backup of all the files inside the WinBioDatabase folder.
• Once done, delete all the files and restart the Windows Biometric Service.
• Go to Start > Settings > Accounts > Sign-in options and register the Face data again.

3] Install Windows Hello Face Optional Feature

• Launch Windows 10 Settings and go to Apps >Apps & features.
• Here, click Optional features.
• Then, under the list of Optional features, already installed, look for Windows Hello Face entry.

• • If it is there, there is nothing you need to do.
  • If you cannot spot it, chances are its disappearance might be causing the issue. Click on Add a feature, search for it, and install it.

When done, restart your PC to allow the changes to take effect.

Windows Hello — Face authentication — List of compatible webcams

Hi Microsoft Team,

I’ve been searching hours and hours on Microsoft websites and many internet Search Engines, for a list of compatible hardware with Windows Hello, specifically for Webcams in regards to Face Authentication.

Unfortunately all my trials were unsuccessful so far.

So would you please be so kind to redirect me to a non-exhaustive list of Windows Hello compatible hardware ?

Waiting for your reply, I thank you much in advance for your feedback and support.

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thank you for posting your query. I understand you are attempting to know list of compatible webcams with Windows Hello

could you check this

Feel free to get back to us should you experience any doubt .

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My name is Andre Da Costa; an Independent Consultant, Windows Insider MVP and Windows & Devices for IT MVP. I’m here to help you with your problem.

Unfortunately, there isn’t an exhaustive comprehensive list. Most sites will list their top three with a few alternatives, but there really isn’t much outside of that. Amazon is a great place to search, but keep in mind, it will mixed in with other biometric hardware that supports Windows Hello.

Note: This is a non-Microsoft website. The page appears to be providing accurate, safe information. Watch out for ads on the site that may advertise products frequently classified as a PUP (Potentially Unwanted Products). Thoroughly research any product advertised on the site before you decide to download and install it.

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Thanks for your answer.

Actually I already found that link but as I mentioned I would like to get a non-exhaustive list from Microsoft, instead of some websites’ subjective preferences of the «Best webcams compatible wit Windows Hello» on the market.

My goal at the end, is to understand if the computers we have in our company — or the next ones we will brought — are «Windows Hello — Ready to use» or if we anyway must brought some additional hardware.

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Thanks for your answer.

Based on Cristhian and your’s feedback, I start feeling that I won’t get an official list from Microsoft, which is a bit disappointing I must say.

As I mentioned to Cristhian, my goal is at the end, is to understand if the computers we have in our company — or the next ones we will brought — are «Windows Hello — Ready to use» or if we anyway must brought some additional hardware.

Indeed I can’t always find on computers Manufacturer’s website if their laptop is compatible with Windows Hello, this is why I’m hoping Microsoft would have that list, so I could compare with the integrated cameras built in our current laptop fleet.

Indeed, most of Manufacturers provide few spec details about their integrated cameras, which usually is only the resolution and that’s it.

And considering Windows Hello is already 4 years old, I can’t believe Manufacturers didn’t adapt their integrated hardware in order to support Windows Hello.

Hoping I clarified a bit my original question (for you and future contributors 🙂 ), I again you for your feedback.

We couldn’t find a camera compatible with Windows Hello Face

Windows Hello Not Working,(We couldn’t find a camera compatible with Windows Hello Face) on my device Surface Laptop i5

I already tried this options :

1) Open File Explorer, navigate to C:\Windows\System32\WinBioPlugIns\FaceDriver

2) Right-click on HelloFace.inf and click «Install»

3) If the file exists do the same thing for HelloFaceMigration.inf in the same directory

Check on your camera manufacturer’s website if there is any update available for your camera.

For example if you have a Logitech camera check on the Logitech website for any update for your camera.

Click on Start button, type «cmd», right-click on «Command prompt» and click on «Run as administrator».

Copy-paste the following lines in the command prompt, one by one, pressing Enter after each line (to paste right-click at the top on «Administrator : command prompt» > Edit > Paste) :

DISM.exe /Online /Cleanup-image /Restorehealth

1) Click on the Start button, type «run» and click on «Run»

2) Type «services.msc» (without quotes) and click on «Ok»

3) Find «Windows Biometric Service», double click on it and click on «Stop»

4) With File Explorer go to C:\Windows\System32\WinBioDatabase and make a backup of all the files just in case. Move that backup outside of that folder.

5) Once backed up delete all the files in C:\Windows\System32\WinBioDatabase

6) Open another time «services.msc», double-click on Windows Biometric Service and restart it

7) Go to Start, type «settings», click on «Settings», go to «Accounts», «Sign-in options» and register the Face data again «

***Moved from Windows 10/Windows Hello, lock screen & sign in***

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Thank you for reaching out Microsoft Community. We apologize for the inconvenience this may have caused.

By the way, did the issue happen after installing updates on your Surface device? This seems like a common issue since I had assisted 2 Community members who have the same problem with Windows Hello.

To initially troubleshoot this issue, I would like you to follow the following steps below.

Check UEFI Settings if Cameras are disabled

Press & hold the Shift Key and select «Restart» from the power options. Once «choose an option» screen appears, select Troubleshoot > Advance Options and UEFI/Firmware Settings > Restart > Choose Devices > Make sure the cameras are being enabled. Then, select Exit to restart your Surface.

If no changes after enabling cameras, to further troubleshoot the issue, please download this in-place upgrade . Downloading the tool will re-install missing drivers and repair those that are corrupted . It won’t delete files nor remove the applications you already installed. Just click the » Download Tool Now «, run and install and click Next once you see » Upgrade This PC «.

If this helps, please let our Community know by marking this post as an answer. Otherwise, don’t hesitate to respond to this thread for further assistance.

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this file name «services.msc» haven’t in C:\Windows\System32\WinBioDatabase

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I have the same problem, I tried the above solution. But it did not work.

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I discovered another potential issue that can cause this that is missing from all the suggestions I was able to find.

If you are missing the C:\Windows\System32\WinBioPlugIns\FaceDriver folder entirely you need to install the optional feature «Windows Hello Face».

1) Open Settings -> Apps

2) Click ‘Optional features’

3) Click ‘Add a feature’

4) Select ‘Windows Hello Face’ from near the bottom of the list and Install it

5) Reboot after the installation is complete

Now Windows Hello Face should detect your Windows Hello compatible camera, assuming its drivers and everything else are working properly.

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I discovered another potential issue that can cause this that is missing from all the suggestions I was able to find.

If you are missing the C:\Windows\System32\WinBioPlugIns\FaceDriver folder entirely you need to install the optional feature «Windows Hello Face».

1) Open Settings -> Apps

2) Click ‘Optional features’

3) Click ‘Add a feature’

4) Select ‘Windows Hello Face’ from near the bottom of the list and Install it

5) Reboot after the installation is complete

Now Windows Hello Face should detect your Windows Hello compatible camera, assuming its drivers and everything else are working properly.

3 people found this reply helpful

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The problem has been resolved. Thank you for your persistence

I wanted to post this somewhere that came up during my searching for a solution because I spent a long time looking for a solution online before I thought of looking at optional features.

This worked for me while none of the other solutions I could find did so I wanted to share. 🙂

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Thank you for reaching out Microsoft Community. We apologize for the inconvenience this may have caused.

By the way, did the issue happen after installing updates on your Surface device? This seems like a common issue since I had assisted 2 Community members who have the same problem with Windows Hello.

To initially troubleshoot this issue, I would like you to follow the following steps below.

Check UEFI Settings if Cameras are disabled

Press & hold the Shift Key and select «Restart» from the power options. Once «choose an option» screen appears, select Troubleshoot > Advance Options and UEFI/Firmware Settings > Restart > Choose Devices > Make sure the cameras are being enabled. Then, select Exit to restart your Surface.

If no changes after enabling cameras, to further troubleshoot the issue, please download this in-place upgrade . Downloading the tool will re-install missing drivers and repair those that are corrupted . It won’t delete files nor remove the applications you already installed. Just click the » Download Tool Now «, run and install and click Next once you see » Upgrade This PC «.

If this helps, please let our Community know by marking this post as an answer. Otherwise, don’t hesitate to respond to this thread for further assistance.

I downloaded the file from the in-place upgrade section and it just thanked me for upgrading and gave a button to exit. How do I solve for this issue which started after I installed the most recent updates from Microsoft —

1 — Feature update to Windows 10, version 2004