FIX: Windows Hello prevents some options from being shown

Milan Stanojevic
by Milan Stanojevic
Deputy Editor
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  • Fingerprint errors are something that not even Windows users can escape from. According to them, there are times when Windows Hello fingerprint reader may not work or may present some issues.
  • Setting up Windows Hello again and reinstalling drivers are just a couple of solutions that you can try if you’re also experiencing this issue.
  • These problems are common, so we got you covered in this great Windows Hello section with several other quick fixes.
  • It is best to prevent issues. When it’s too late for prevention, come visit our dedicated Windows 10 errors hub.
Fix Windows Hello prevents some options from being shown

If you’re using the Surface Pro 4, detach and reattach the cover then try to use it again. If reattaching the cover with Fingerprint ID doesn’t fix it, try typing or try using the touchpad.

If the IR camera or fingerprint reader won’t work, sign in using a PIN or password then redo the fingerprint or scan. You can remove the fingerprint or scan then set up Windows Hello again by doing the following:

  1. Click Start.
  2. Select Settings.
  3. Click Accounts.
  4. Go to Sign-In options.
  5. Under Windows Hello, select Remove.
  6. Set up Windows Hello again.

How to fix software issues on Windows Hello

The first thing to do is ensure you have the latest updates for your device and Windows Updates installed.


Having trouble updating your Windows? Check out this guide that will help you solve them in no time.


Once this is confirmed, restore or reset your PC to a state when it was working properly because a recently installed app, driver or update may be the cause of Windows Hello fingerprint not working.

Perform a System Reset

Performing a reset allows you to choose which files you want to keep, or remove, and then reinstalls Windows. Here’s how to get started:

  1. Click Start.
  2. Click Settings.
  3. Click Update & Security.
  4. Click Recovery on the left pane.
  5. Click Reset this PC.fix windows hello fingerprint
  6. Click Get started and choose an option either Keep my files, Remove everything, or Restore factory settings.

Note: all your personal files will be deleted and settings reset. Any apps you installed will be removed, and only pre-installed apps that came with your PC will be reinstalled.

Need more info on how to factory reset your PC? Read this article and find out everything you need to know.


Perform a System Restore

Use System Restore to create restore points when you install new apps, drivers or Windows updates, or when you create restore points manually.

If you experience the issue of Windows Hello fingerprint not working, try and restore the system and see if it helps. Here’s how to perform a system restore:

  1. Click Start.
  2. Go to the search field box and type System Restore.
  3. Click System Restore in the list of search results.
  4. Enter your administrator account password or grant permissions if prompted to.
  5. In the System Restore dialog box, click Choose a different restore point.
  6. Click Next.
  7. Click a restore point created before you experienced the issue of programs disappearing.
  8. Click Next.
  9. Click Finish.

Restoring doesn’t affect your personal files. It, however, removes apps, drivers and updates installed after the restore point was created. To go back to a restore point, do the following:

  1. Right-click Start.
  2. Select Control Panel.
  3. In the control panel search box, type Recovery.
  4. Select Recovery.
  5. Click Open System Restore.
  6. Click Next.
  7. Choose the restore point related to the problematic program/app, driver or update.
  8. Click Next.
  9. Click Finish.

If you’re interested in more info on how to create a restore point and how would that help you, take a look at this simple article to find out everything you need to know.


Restore point not working? Follow these easy steps to solve the problem quickly.


4. Uninstall and reinstall drivers

You can download a driver and remove the one installed in your computer that is related to the Windows Hello fingerprint reader.

Once you have downloaded the driver, restart your computer and install the new driver.  Check your Device Manager, then go to unknown device and load the driver manually, then restart your computer.

This may not work for all computers, but if it does work for you, that’ll be great. Otherwise, you can try the next solution.

Windows can’t automatically find and download new drivers? Don’t worry, we’ve got you covered.


5. Update the fingerprint sensor driver

Sometimes Windows Hello fingerprint reader doesn’t work due to a faulty or outdated driver.

Try and update the fingerprint sensor driver for your device by downloading the latest driver from the manufacturer’s support website (for your device).

Did you know that the majority of Windows 10 users have outdated drivers? Be a step ahead using this guide.


6. Check if Biometrics is enabled in BIOS

Computers that allow biometric login usually store fingerprint data in the BIOS. Therefore, if the biometrics setting is disabled, your fingerprint won’t be recognized, thus you won’t be able to set up Windows Hello.

If biometrics is enabled in BIOS, you’ll get an option to reset the fingerprint data. Here’s how to check whether Biometrics is enabled in BIOS settings:

  1. Right-click Start.
  2. Select Run.
  3. Type gpedit.msc.
  4. Click OK.
  5. The Local Group Policy Editor box will open.
  6. On the left pane, expand Computer Configuration.windows hello fingerprint
  7. Expand Administrative Templates.windows hello fingerprint
  8. Expand Windows Components.windows hello fingerprint
  9. Select Biometrics.windows hello fingerprint
  10. Double click Allow the use of biometrics.windows hello fingerprint
  11. Choose Enabled.windows hello fingerprint
  12. Click Apply.
  13. Click OK.
  14. Double click Allow user to log in using biometrics.windows hello fingerprint
  15. Choose Enabled.windows hello fingerprint
  16. Click Apply.
  17. Click Ok.

Does this help? Let us know. But if not, try another solution.

Learn how to edit the Group Policy like an expert with the help of this useful guide.

Editor’s Note: This article continues on the next page with more solutions to fix Windows Hello fingerprint issues. If you want to read more about fingerprint authentication on PC, check out our collection of guides.

Editor's Note: This article was originally published in November 2017 and was revamped and updated in June 2020 for freshness, accuracy, and comprehensiveness.
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