The Windows Hello Face Recognition feature provides fast, secure biometric login. When it fails with the generic error "Sorry, something went wrong" (often accompanied by no specific error code), it usually indicates a conflict between the system and the biometric drivers or hardware access. This issue prevents the camera from properly initializing the infrared scan necessary for identification. This guide provides the most effective solutions, starting with the critical driver refresh.
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Contents 📋
Essential Fix 1: Uninstall and Reinstall Biometric Drivers (Highest Success Rate)
The "something went wrong" error is most often fixed by completely refreshing the device drivers that govern the face recognition camera.
1. Access Device Manager
- Press Windows Key + X and select Device Manager.
2. Uninstall the Face Recognition Device
- Expand the Biometric devices category.
- Find your Windows Hello recognition device (often labeled Windows Hello Face Software Device or similar).
- Right-click on it and select Uninstall device.
- If prompted, do not check the box to "Delete the driver software for this device."
3. Restart for Reinstallation
- Go to Start > Power > Restart.
- Windows will automatically detect the missing hardware on boot and reinstall the correct, default driver, often resolving the conflict.
- After restarting, try setting up Windows Hello again in Settings > Accounts > Sign-in options.
Essential Fix 2: Reset PIN and Credentials
Windows Hello sometimes loses its link to your security credentials. Resetting your PIN forces a re-authentication and can clear underlying security token errors.
4. Remove and Re-add PIN
- Go to Settings > Accounts > Sign-in options.
- Under "PIN (Windows Hello)," click Remove and confirm.
- Once removed, click Set up to create a new PIN.
- Note: You must have a PIN set up before you can set up Face Recognition.
- After setting the PIN, try setting up Face Recognition again.
Troubleshooting: Check Biometric Service Status
Windows relies on a specific service to manage biometric data. If this service is stopped, Windows Hello cannot function.
5. Verify the Windows Biometric Service
- Press Windows Key + R, type **services.msc**, and press Enter.
- In the Services list, find Windows Biometric Service.
- Double-click on it to open Properties.
- Ensure the Startup type is set to Automatic.
- Ensure the Service status is Running. If it is not, click the Start button.
- Click Apply and OK.
Advanced Fix: Reinstall the Front Camera
If the error persists, the conflict may be with the actual camera hardware entry, not just the biometric driver.
6. Reset Camera Drivers
- Open Device Manager (Windows Key + X).
- Expand the Cameras category.
- Right-click on your integrated camera (often labeled Integrated Camera or IR Camera).
- Select Uninstall device.
- Check the box to Delete the driver software for this device this time (use caution).
- Go to Start > Power > Restart to force Windows to install fresh drivers from the operating system's internal library.
Advanced Fix: Clear Windows Hello Temporary Files
Corrupted biometric files can be manually cleared by deleting the associated folder. Note: This will delete all existing face data, forcing a fresh setup.
7. Delete Ngc Folder Contents
- Navigate to the following folder path in File Explorer:
C:\Windows\ServiceProfiles\LocalService\AppData\Local\Microsoft\NGC - You will need to grant yourself permission to access this folder. Click Continue when prompted.
- Delete all files and subfolders located *inside* the Ngc folder. (Do not delete the Ngc folder itself.)
- Restart your PC and attempt to set up Windows Hello Face Recognition again.