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Windows Hello: setup, reset, and troubleshooting
Windows Hello is the PIN, fingerprint, or face sign-in on your work computer. It is faster than typing your password every time, and it works even if you do not have internet at the moment. When it stops working, the fix is usually a quick reset, not a new computer.
First Setup
Setting up Windows Hello on a new work computer
Sign in to Windows with the work account first
Windows Hello attaches to whichever account you signed in with. Confirm you are signed in to the work account, not a personal one, before setting up a PIN, fingerprint, or face.
Open Settings > Accounts > Sign-in options
That page lists Windows Hello PIN, Fingerprint recognition, Facial recognition, and Security key. Pick the one your company expects you to use. PIN is required first; the others are usually layered on top.
Set up the PIN
Click "Add" or "Change" under PIN. Windows will ask you to verify your work account, then pick a PIN of at least four digits (longer is better; some companies require six or more, or letters). The PIN works only on this one computer — it is not the same as your work password.
Add fingerprint if your computer has a reader
Click "Set up" under Fingerprint recognition. Touch the sensor several times until Windows says it has enough data. You can usually add multiple fingers — adding two or three is a good idea so you are not stuck if one is bandaged or cold.
Add face recognition if your computer has a Hello-capable camera
Click "Set up" under Facial recognition. Hold the laptop the way you usually do during setup so Windows learns your normal angle. You can re-run setup later to "improve recognition" if it sometimes does not recognize you.
When It Stops Working
Common Windows Hello problems
"Something went wrong. Try again later."
This usually means Windows could not finish a Hello check against your work account. Restart the computer once. If the message comes back, sign in with your password (use "Sign-in options" on the lock screen to switch to password), then try Hello again.
The fingerprint reader stopped recognizing your finger
Wipe the sensor with a soft cloth. Make sure your finger is clean and dry. Open Settings > Accounts > Sign-in options > Fingerprint recognition > "Improve recognition" and enroll the same finger again. Add a second finger as a backup if you have not already.
Face recognition is slow or fails in low light
Open Settings > Accounts > Sign-in options > Facial recognition > "Improve recognition." Go through the setup again with normal lighting and the angle you usually sit at. If you wear glasses sometimes and not others, run "Improve recognition" both ways.
You forgot your PIN
On the lock screen, click "Sign-in options" > the PIN icon > "I forgot my PIN." Windows will walk you through verifying your work account (you may need a phone-approved sign-in or a password reset) and then setting a new PIN. Your data and your work account are not changed by this.
Hello keeps asking you to set it up again
This is usually after a Windows update or a profile change. Set it up once more from Settings > Accounts > Sign-in options. If it forgets again within a day or two, that is an IT ticket.
Reset
Resetting Windows Hello when it is broken
Sign in with your password first
On the lock screen, click "Sign-in options" and pick the password icon. Sign in with your normal work password. You need to be inside Windows to fix Hello.
Remove the broken Hello method
Settings > Accounts > Sign-in options. Under the broken method (PIN, Fingerprint, or Facial recognition), click "Remove." This deletes only the Hello data on this computer, not your work account.
Set it up again
From the same screen, click "Set up" or "Add" and go through enrollment again. PIN must be set up first; fingerprint and face require a working PIN before they will turn on.
If "Remove" is greyed out
Some companies require Windows Hello and do not let you remove the PIN. In that case, use "I forgot my PIN" on the lock screen instead — that resets it without removing it.
Slow Down
Do not do this yet
Do not delete the Hello container or advanced Windows sign-in files
If a forum tells you to remove the NGC folder or advanced Windows sign-in settings to "fix Hello," stop. Doing that on a managed work computer can break sign-in entirely. Use the supported "Remove" option in Sign-in options instead.
Do not factory-reset the computer
Hello problems almost never need a Windows reset. Reset wipes apps, settings, and possibly local files. Try the steps above and contact IT before considering a reset.
Do not reset your work password to fix a forgotten PIN
Forgetting your PIN is not the same as forgetting your password. Use "I forgot my PIN" on the lock screen — it does not require a password reset and will not affect other devices.
If You Need IT
What to send support
Which Hello method is failing
"PIN works, but the fingerprint reader does not recognize me anymore." "Face recognition stopped working after the last Windows update." Specifics matter — different methods have different causes.
The exact message you see on the lock screen
"Something went wrong," "We could not recognize you," or a code like "0x80090027" or "0x801c044f." A screenshot or photo of the screen is fine.
Whether your work account password still works
If your password works on the lock screen, the work account is fine and the issue is local to Hello. If the password also fails, that is a separate, bigger ticket.
What changed and when
"Started after Windows updated overnight." "Started this morning, no recent changes." "Started after I unenrolled and re-enrolled the fingerprint." Timing helps IT find the right fix fast.
Related
Related guides
Getting a new phone without losing multi-factor sign-in
Windows Hello is local to the computer; multi-factor sign-in is on your phone. They are separate.
Open articleNew computer, new user, or new phone setup
Setting up Hello as part of a new-computer day-one routine.
Open articleContact IT
If Hello is still broken after the steps above, send a ticket.
Open contact page