Windows Hello Not Working in Windows 11? Try These Fixes

Common causes

• Harsh light from one side, or shadows from hats or accessories
• Enhanced anti-spoofing turned on by a work or school administrator
• Some kinds of make-up
• A hardware problem with your computer’s camera
• A fingerprint that didn’t scan properly, or the wrong finger
• Enhanced sign-in security blocking an external reader or camera

Step-by-Step Solutions

Sign in with your PIN or password, then work through these steps in order and try Windows Hello again after each one.

1. 1

   Step 1: Clean the camera or fingerprint reader

   Windows Hello needs a clear view of your face or a clean reading of your finger.

   Facial recognition has to be confident that it’s seeing a live person and not a photograph or other image, so it needs a clear view of your face. Make sure the camera is clean and unobstructed.

   For fingerprint sign-in, make sure your device’s fingerprint reader is clean and dry.

2. 2

   Step 2: Check your lighting and what’s around your face

   Light, shadows and some make-up can make it harder for facial recognition to recognize you.

   If there’s harsh or particularly bright light coming from one side or the other, Windows Hello might have a harder time recognizing you.

   Try removing any hats or other accessories from around your face. Some that frame your face could cause shadows.

   Some unusual kinds of makeup are visible to infrared, and some styles and brands of make-up can make it more difficult for facial recognition to recognize you.

   Good to know

   If your computer is managed by your work or school, your IT administrator may have turned on enhanced anti-spoofing for Windows Hello. It sets an even higher standard for recognition and may especially cause problems in darkened rooms.

3. 3

   Step 3: Improve facial recognition

   Improve recognition adds another face template, which increases the chances of being recognized.

   When facial recognition struggles, you see the message “Couldn’t recognize you.” Use Improve recognition if this keeps happening, if you’ve changed your appearance or if you wear glasses.

   Open Settings, select Accounts, then Sign-in options. Under Facial Recognition (Windows Hello), select Improve recognition and follow the on-screen instructions to re-scan your face.

   Good to know

   Re-scan your face if you start or stop wearing glasses, or change your facial hair.

4. 4

   Step 4: Remove and re-scan your face

   If you’ve significantly changed your appearance or still aren’t recognized, you can start your face scan over.

   Open Settings, select Accounts, then Sign-in options. Under Facial Recognition (Windows Hello), select Remove, then select Set up to re-scan your face.

   Removing and re-scanning keeps only the latest face scan, while Improve recognition adds another face template.

5. 5

   Step 5: Re-register your fingerprints

   Re-register your fingerprints if your finger isn’t read properly or you’ve been using a different finger.

   If your fingerprint didn’t scan properly, or you’re using the wrong finger, you see the message “Your fingerprint couldn’t be recognized. Try using a different finger.”

   Open Settings, select Accounts, then Sign-in options. Select Fingerprint recognition (Windows Hello), then select Add a finger to re-register a fingerprint or add another one.

   • Capture different angles of your finger when you scan it.
   • Register more than one fingerprint.
   • Check for updates for your device’s drivers.
6. 6

   Step 6: Check Enhanced sign-in security for an external reader or camera

   Enhanced sign-in security can stop an external or third-party fingerprint reader or camera from signing you in.

   If your Windows 11 PC has Enhanced sign-in security turned on, you may not be able to sign in with an external or third-party fingerprint reader or camera. Some external fingerprint readers labelled “Windows Hello compatible” support it. Enhanced sign-in security isn’t supported for external camera modules.

   On Windows 11, version 24H2 or newer, connect the reader or camera and follow any manufacturer instructions. Open Settings, select Accounts, then Sign-in options. Under Additional settings, turn the Enhanced sign-in security toggle off to use devices that aren’t Enhanced sign-in security capable. Then set up Fingerprint or Facial recognition (Windows Hello) if it isn’t configured.

   When you turn it off, existing Enhanced sign-in security enrollments and associated credentials, such as passkeys, are removed. You can set them up again afterward.

   Good to know

   If you don’t see the toggle, your PC may not detect a sensor that’s incompatible with Enhanced sign-in security, or your organization may have disabled Windows Hello devices that aren’t Enhanced sign-in security capable. This feature is also rolling out in phases, so not all PCs show it yet.

Frequently Asked Questions