Then select Start > Settings > Accounts > Sign-in options> PIN (Windows Hello), and select I forgot my PIN. If you're also unable to sign in with your PIN, you may need to reset it. After that, select Set up to set it up again. To remove your fingerprint, select Start > Settings > Accounts > Sign-in options > Fingerprint recognition ( Windows Hello) > Remove. Remove your fingerprint, then set it up again. To do this, select Start > Settings > Accounts > Sign-in options > Fingerprint recognition ( Windows Hello) > Add another. Sign in with your PIN, and then try one or both of the following:Īdd another fingerprint. Place your finger at a different angle, or try placing your finger on the power button a little longer. Use the same finger you used when you originally set up Windows Hello Fingerprint. That means the power button is ready to be used as a fingerprint reader. Make sure the LED light is on around the power button. If you’re not able to sign in using Fingerprint Power Button on Surface Laptop Go, here are a couple of things to try: (Some Surface Laptop Go models don’t have Fingerprint Power Button.) If the fingerprint reader on your Surface Pro Type Cover isn’t working, detach it and then reattach it to your Surface Pro, and try using it again. To improve recognition, select Start > Settings > Accounts > Sign-in options > Facial recognition (Windows Hello), and then select Improve recognition. This might also occur if the device has been moved and the lighting conditions are dramatically different in the new location. This error message can occur if you wear glasses and did not set up face recognition to recognize you both with and without your glasses. If you get one of the following error messages when you try to sign in to Windows Hello, try the corresponding troubleshooting steps:Ĭouldn’t recognize you. If that happens, sign in with a PIN or password instead, and then set up Windows Hello again. If your face or fingerprint didn’t scan properly, or if you’re using the wrong finger to sign in, you’ll get an error message when you try to sign in through Windows Hello. Windows Hello doesn't recognize me, or I get an error message when I try to sign in To check if Windows Hello works, you need to select that option.
Note: If you’ve set up multiple sign-in methods, like a password, a PIN, and Windows Hello, Windows will show those options at the sign-in screen.
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