Windows Hello (Face, Fingerprint, PIN) not working – “Something went wrong” since purchase

Follow these steps in order to troubleshoot and restore Windows Hello (Face, Fingerprint, PIN):

1. Confirm Windows Hello is configured and updated
   • Go to Settings > Accounts > Sign-in options and verify Windows Hello is offered as a sign-in method (Face, Fingerprint, PIN entries present).
   • Install all pending Windows and firmware/driver updates. On Surface devices, open the Surface app → Help & support → Check for updates and complete all updates, then restart and test Windows Hello again.
2. Check biometric hardware and drivers
   • Open Device Manager and expand Biometric devices.
   • If the face or fingerprint sensor is listed, right-click it and select Uninstall device, then restart the PC so Windows reinstalls the driver automatically.
   • If the biometric device is missing or shows an error, install the correct driver from the device manufacturer’s support page and restart.
3. Re-enroll Windows Hello Face/Fingerprint
   • After drivers are healthy, go to Settings > Accounts > Sign-in options.
   • Under Windows Hello Face and Windows Hello Fingerprint, remove any existing enrollment if shown, then choose Set up to enroll again.
   • For fingerprint: ensure the sensor is clean and dry, and capture multiple angles of the finger. If recognition is unreliable, remove the fingerprint and re-register it, or add another finger.
4. Fix PIN issues and restart biometric service (for Enhanced Sign-in Security devices)
   • If PIN is not working or repeatedly fails, remove and re-add it from Sign-in options under Windows Hello PIN.
   • On devices using Enhanced Sign-in Security, open an elevated Command Prompt and restart the biometric service:
     • Remove the PIN from Sign-in options.
     • Run: net stop wbiosrvc && net start wbiosrvc.
     • Recreate the PIN and test Windows Hello again.
5. Verify security platform state (for Enhanced Sign-in Security)
   • Open System Information (type msinfo32 in Start).
   • In System Summary, confirm Virtualization Based Security is listed as Running.
   • Under Software Environment > Running Tasks, confirm bioiso.exe and ngciso.exe are running. If not, the system may not meet Enhanced Sign-in Security requirements; after driver reinstall and service restart, if biometrics still fail, submit feedback via Feedback Hub.
6. If biometrics still do not work
   • If Windows Hello previously worked and recently stopped, a newly installed app, driver, or update may be the cause. As a last resort, back up data and perform a restore or reset of the PC, then configure Windows Hello again.

These steps address issues related to drivers, biometric services, and system configuration that commonly cause Windows Hello Face, Fingerprint, and PIN to be unavailable or to show “Something went wrong. Try again later.”

References:

• Windows Hello Enhanced Sign-in Security
• Windows Hello common issues and troubleshooting tips
• Troubleshoot problems with Windows Hello on Surface