Fix Windows Hello not working on Windows 11

by Vladimir Popescu
Vladimir Popescu
Vladimir Popescu
Managing Editor
Being an artist his entire life while also playing handball at a professional level, Vladimir has also developed a passion for all things computer-related. With an innate fascination... read more
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  • In the case of some users, the Windows Hello feature stopped working all of the sudden.
  • You are most likely seeing an error message that says Sorry - something went wrong while trying to unlock your screens using Windows Hello.
  • Windows Hello takes personal experience to the next level by incorporating face recognition and fingerprint technology. 
  • Although Sorry - something went wrong error from Windows Hello can be fixed by simply installing Windows Hello using the optional packs, there are other fixes to this error as well.

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Windows Hello is a biometric sign-in mechanism that uses a near-infrared (IR) imaging camera or a fingerprint sensor instead of a password to identify you. 

There have been reports that some users can’t use the fingerprint sensor, so it is worth considering that element as well.

Furthermore, the sign-in mechanism is an alternative to passwords is widely considered to be a more user-friendly, reliable, and secure option to access critical devices, services, and data than traditional login using passwords.

Windows Hello was launched way back in 2015 for Windows 10 and deliberately made its way to Windows 11.

What causes Windows Hello to stop working?

Most Windows 11 errors are associated with different underlying causes and the same goes for Windows Hello. Dealing with this issue as soon as it occurs will ensure that no time is wasted for every startup.

Although the main cause for your Windows Hello not working is due to update issues, there can be some other possible reasons as well. 

Here are the most common causes for Windows Hello to stop working: 

  • PIN login is unauthorized: The PIN login authorization needs to be enabled in order to use Windows Hello. However, it is possible that you or an application disabled this option, and that’s the main underlying cause to stop Windows Hello from working. 
  • Old drivers for imaging and biometric devices: If the drivers for the devices you need, such as fingerprint sensors, webcams, and iris scanners , are old and outdated, Windows Hello won’t run. 

What can I do if i see the Windows Hello Something went wrong error on Windows 11?

1. Reset the facial recognition and fingerprint options

  1. Press the Win + I key combination.
  2. Now go to Accounts from the left tab.
  3. Click on Sign-in options.
  4. Now locate Facial recognition and Fingerprint recognition. (Note that our device is not compatible with these options).
  5. Click on Remove to reset them.
  6. Now click on Get started and follow on-screen instructions to continue setting up new facial and fingerprint recognition. 
  7. When done, restart your computer.

Simply resetting the facial recognition and fingerprint options that constitute the security system of Windows Hello, can help fix this issue.

After your computer restarts, check if Windows Hello is working. 

2. Reinstall the biometrics driver

  1. Press the Win + X keys and choose Device Manager.
  2. Click the arrow symbol on Biometric devices to expand this section (Note that our system doesn’t have this option available).
  3. Now right-click on Windows Hello face software and click on Uninstall device.
  4. At last, reboot your computer. 

If that did not help, give a try to DriverFix that will scan your PC and replace any missing or outdated drivers.

3. Uninstall/reinstall the Windows Hello feature

Uninstall the feature

  1. Press the Win + X keys, and choose Settings.
  2. Click on Apps.
  3. Choose Optional features.
  4. Search for Windows Hello in the search bar.
  5. Click it, and choose Uninstall.

Reinstall Windows Hello

  1. Click on the Windows logo button.
  2. Open Settings.
  3. Now from the left panel, click on Apps.
  4. Next, click on Optional features.
  5. Use the search box to find if Windows Hello is installed or not.
  6. If not, move up to Add an optional feature and click on View features.
  7. Now search for Windows Hello and install it.
  8. Restart your device after installation.

After restarting your device, you can proceed to set up Windows Hello using the sign-in options in the Accounts sections.

In some cases, especially with Windows 11, Windows Hello isn’t installed. In that case, you may need to install Windows Hello using the optional packs.

If the above fixes didn’t make their way to fix Windows Hello not working issue, this one’s sure to fix it. 

When your computer restarts, let Windows install the updated Hello drivers. After the installation is finished, you can repeat Step 2 to check whether the driver is successfully installed. 

After performing the above steps, Windows Hello should be working again without showing any errors. 

Let us know in the comment section below which one of these fixed worked for you

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