not compatible with windows hello face

Use the following steps to address the message “We couldn't find a camera compatible with Windows Hello Face”:

1. Confirm device support
   • Some devices simply do not support Windows Hello Face. For example, Surface Laptop 13-inch 1st Edition and all Surface Laptop Go models do not support facial recognition and must use Windows Hello fingerprint or PIN instead.
   • If the device is in this category, switch to Windows Hello fingerprint recognition or PIN and stop troubleshooting face sign-in.
2. Update Windows and firmware
   • On devices that do support Windows Hello Face, ensure Windows and device firmware are fully updated. Install all available Windows and firmware updates so the built-in camera and Windows Hello components are current.
3. Run the Windows Hello troubleshooter (for Surface)
   • On Surface devices that support facial recognition, run the Windows Hello troubleshooter for facial recognition issues:
     • Use the “Run Windows Hello troubleshooter” entry provided for Surface to automatically detect and fix some Windows Hello Face problems.
4. Check camera drivers
   • If using an external USB camera that previously worked with Windows Hello Face but now fails:
     • Open Device Manager.
     • Locate the camera under Cameras or Imaging devices.
     • Right-click the camera and select Properties → Driver.
     • If the camera is not working correctly, you can:
       • Uninstall and reinstall the driver: choose Uninstall Device (optionally delete the driver), then from the Action menu select Scan for hardware changes so Windows reinstalls the driver.
       • Or switch to the in-box UVC driver: Update driver → Browse my computer for drivers → Let me pick from a list of available drivers on my computer → select USB Video Device → Next.
     • Note: the in-box UVC driver may not support Windows Hello Face if the camera relied on custom vendor extensions.
5. Improve or reconfigure Windows Hello Face (if camera is recognized but fails)
   • If the camera is compatible and detected but recognition fails with “Couldn't recognize you. Please sign in with your PIN.”:
     • Sign in with PIN or password.
     • Go to Start → Settings → Accounts → Sign-in options → Facial recognition (Windows Hello).
     • Use Improve recognition to add another face template (for example, with and without glasses or in different lighting).
     • If problems persist, remove the existing face setup and configure Windows Hello Face again.

If, after confirming hardware support and updating drivers and firmware, the device still reports no compatible camera, use Windows Hello Fingerprint or PIN as the primary sign-in method instead of face.

References:

• Troubleshoot problems with Windows Hello on Surface
• Windows Hello common issues and troubleshooting tips
• Camera doesn't work in Windows
• Windows Hello face authentication
• KB5005478—Windows Hello CVE-2021-34466