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Biometrics missing in Device Manager

Would appreciate any support from anyone.

Issue
After updating Windows 10 to version 1903, windows hello (face) no longer worked. instead it would say "looking for you" and eventually display that it could not find me. I then located sign in options and clicked on "remove" and "get started" but nothing would happen - the buttons never done anything.

I then tried entering Device Manager and uninstalled my "biometrics" section (not ticking the box to remove it from my system) and scanned for hardware changes after a restart. However this left my biometrics uninstalled and now missing. Now I've ran into another issue where biometrics would not appear in device manager at all and within sign in options it states "Face and fingerprint recognition are not available on this device." and face is no longer an option within the start screen.

What I've already Done

What i've done is enabling biometrics from gpedit and tried driver update detecting software; all didn't resolve my issue. Windows Hello (Face) has worked before, it is compatible so I don't understand what I should do from here.


Hi Throwaway23562368

My name is Andre Da Costa; an Independent Consultant, Windows Insider MVP and Windows & Devices for IT MVP. I'm here to help you with your problem.

This is an issue we are noticing several reports about.

What is the exact make and model?

Open Start, type: system information
Hit Enter
Click System summary
Look in the right pane

Copy the system sku info into reply here.

See example: https://imgur.com/qzektpA

The best recommendation in the mean time, is to rollback to your previous version and report the issue using the Feedback Hub.

Open Start > Settings > Update & security > Recovery > under Go back to my previous version of Windows 10, click Get started.
or
Press Control + Alt + Delete
Click Sign out

At the Sign In screen, hold down the shift key on your keyboard while clicking the Power button on the screen
Continue to hold down the shift key while clicking Restart
Continue to hold down the shift key until the Advanced Recovery Options menu appears

Click Troubleshoot

Click Advanced options

Click Go back to the previous version of Windows

Windows Update might attempt to upgrade to Windows 10 1903 again. See instructions how to block it:
https://www.groovypost.com/howto/block-windows-...


I would also recommend you file a bug report; send me the short link so I can vote on it and bring it to the attention of the Windows engineers.

https://windows10.help/blogs/entry/54-how-to-su...

Information in the above link is sourced from a trusted Microsoft MVP blog.
Best regards,
Andre Da Costa
Independent Advisor for Directly

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Thanks Andre,

My PC is a HP Pavilion All-in-One 24-xa1xxx (system SKU: 7DZ60EA#ABU).

I'll be trying to resolve this issue with your suggestion and update you on the outcome. Appreciate your time.

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Question Info

Last updated April 18, 2025 Views 613 Applies to:
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