Windows Hello common issues and troubleshooting tips

An important part of making Windows Hello secure, is that facial recognition must be confident that the face is a live person and not a photograph or other image. Facial recognition must have a clear view of your face. If facial recognition is struggling to recognize you, you’ll get the error message Couldn't recognize you. when you try to sign. If you can't sign in using facial recognition, sign in with a PIN or password instead, and then improve facial recognition.

Tips:

• Make sure the camera is clean and unobstructed

• Check your lighting. If there is harsh or particularly bright light coming from one side or the other, Windows Hello might have a harder time recognizing you

• Some unusual kinds of make-up are visible to infrared and that can make it more difficult for facial recognition to recognize you

• Try removing any hats or other accessories from around your face. Glasses normally aren't a problem, especially if you were wearing them when you first set up facial recognition, but some types of hats or other accessories that frame your face could be

• Set up face recognition to recognize you with and without glasses if you wear them

To improve recognition, go to Settings > Accounts > Sign-in options > Facial recognition (Windows Hello) and select Improve recognition.

If you're still having a problem with Windows Hello facial recognition, try running the troubleshooter that might fix the problem.

Run Windows Hello troubleshooter

If your fingerprint didn’t scan properly, or if you’re using the wrong finger to sign in, you’ll get the error message Your fingerprint couldn't be recognized. Try using a different finger. when you try to sign. If you can't sign in using fingerprint recognition, sign in with a PIN or password instead, and then re-register your fingerprints.

Tips:

• Ensure your device’s fingerprint reader is clean and dry

• If needed, re-register your fingerprints, making sure to capture different angles of your finger

• Check for updates for your device’s drivers

• Register more than one fingerprint

To re-register or add another fingerprint, go to Settings > Accounts > Sign-in options > Fingerprint recognition (Windows Hello) and select Add a finger.

If you’re prompted to create a PIN again after already having one, it may be due to security updates or changes in the system. Try creating the PIN again or check for system updates.

For errors during PIN creation, sign out and sign back in, then attempt to create the PIN again.

If you're having trouble using your PIN to sign in, try to reset your PIN.