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Windows Hello is unavailable on Windows 11 after restore performed.

Steve 0 Reputation points
2026-05-07T14:48:20.8933333+00:00

I recently backed up and restored from one Surface Pro to another (same model). After restoring to the new device, Windows Hello sign in options are not available, though they were prior to the restore. I have tried various steps found online, but Windows Hello is still unavailable.

Surface | Surface Pro | Safety and security
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  1. Clary-N 11,855 Reputation points Microsoft External Staff Moderator
    2026-05-08T04:14:02.8333333+00:00

    Hi Steve,

    Thank you for sharing these details.

    Please give the Q&A Assist suggestions a try first, as they cover the standard configuration and update steps for restoring Windows Hello on the new device.

    If the issue still persists after that, it’s worth checking a few deeper areas that can commonly be impacted after restoring to a different Surface device.

    First, please confirm whether Windows is correctly detecting the biometric hardware. You can open Device Manager and expand both Cameras and Biometric devices. On a Surface Pro, you should see an infrared (IR) camera (used for Windows Hello Face). If these devices are missing or showing errors, Windows Hello will appear unavailable because the system cannot detect the required hardware. In this case, reinstalling the Surface driver pack or removing the device and restarting so Windows can reinstall it may help.

    Next, check that the Windows Biometric Service is running. Press Windows + R, type services.msc, and locate Windows Biometric Service. It should be in a Running state and set to Automatic. If this service is stopped, Windows Hello options may not appear at all.

    If the hardware is present and the service is running, the issue may be related to corrupted Windows Hello data after the restore. In that case, resetting the Hello components can help. This involves stopping the biometric service, clearing the biometric database (located under C:\Windows\System32\WinBioDatabase), and recreating the PIN and biometric enrollment. This process rebuilds the Windows Hello configuration from scratch.

    It’s also important to check the TPM (Trusted Platform Module) status, as Windows Hello is tied to hardware security on each device. You can press Windows key +R then run tpm.msc and confirm it shows “The TPM is ready for use.” If the TPM is not ready or was reset during the restore, Windows Hello may not function until it is properly initialized and a new PIN is created.

    As a quick isolation step, you can test with a new local user account to determine whether the issue is profile-related:

    1. Go to Settings > Accounts > Other users > Add account
    2. Select I don’t have this person’s sign-in information > Add a user without a Microsoft account
    3. Create the account, then change it to Administrator
    4. Sign in to the new account and check Settings > Accounts > Sign-in options

    If Windows Hello works there, it likely indicates a profile issue. If not, it points to a system-level problem.

    I hope this helps clarify the next steps and gets Windows Hello working again. Please let me know how it goes and I’ll be glad to assist further.

    If you have extra questions about this answer, please click "Comment".  

    Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

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  2. AI answer

    2026-05-07T14:48:42.2633333+00:00

    Perform these steps on the new Surface Pro running Windows 11 to restore Windows Hello availability after the restore:

    1. Confirm Windows Hello is configured and enabled
      • Go to Start > Settings > Accounts > Sign-in options.
      • Verify that Windows Hello options (Face or Fingerprint) are set up. If they are not, follow the guidance in Configure Windows Hello (see reference) to configure them on this device.
    2. Update Surface firmware and drivers
      • Open the Surface app. If it is not installed, install it from Microsoft Store.
      • In the Surface app, expand Help & support and check the update status.
      • Select Check for updates to open Windows Update and install all available updates for Surface drivers and firmware.
      • After updates complete, restart the device and check Settings > Accounts > Sign-in options again for Windows Hello availability.
    3. Re-enroll biometrics if options appear but do not work
      • If Fingerprint recognition (Windows Hello) is present but unavailable, remove and re-add the enrollment:
        • Go to Start > Settings > Accounts > Sign-in options > Fingerprint recognition (Windows Hello).
        • Select Remove, then select Set up and follow the prompts.
      • When adding a fingerprint, place the finger in the middle of the fingerprint/power button with light pressure and slightly change finger position during enrollment to improve recognition.
    4. If PIN or Hello sign-in is still blocked
      • Ensure a PIN is configured, as Windows Hello requires a PIN:
        • Go to Start > Settings > Accounts > Sign-in options > PIN (Windows Hello) and set or reset the PIN if needed (select I forgot my PIN if it fails).
    5. If Windows Hello previously worked and stopped after restore
      • A restored image may have introduced driver or configuration issues. If, after updating and reconfiguring, Windows Hello is still unavailable, perform a repair by restoring or resetting Windows on the new Surface:
        • Follow the guidance in Restore or reset Surface for Windows to perform a reset while keeping files where appropriate, then reconfigure Windows Hello.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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