Windows 11 Hello Facial Recognition Does Not Work on Inspiron, Latitude, or XPS Laptop with a Qualcomm Processor

Summary: Learn about the failure when using Window Hello facial recognition on a Dell Qualcomm laptop.

This article applies to This article does not apply to This article is not tied to any specific product. Not all product versions are identified in this article.
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Symptoms

Dell laptop may experience one or both of the following failures when using Window Hello facial recognition:

  • Unable to log in to windows 11 with the message Something went wrong, please sign in with your pin. The issue occurs after rebooting or resuming from hibernation or power.
  • Unable to enroll the face during the setup of facial recognition. The scan of the face stops, the message Make sure your face is centered in the frame appears, and cannot continue any further.

Affected Platforms:

  • Inspiron 14 5441
  • Inspiron 14 Plus 7441
  • Latitude 5455
  • Latitude 7455
  • XPS 13 9345

Cause

This is due to the issue with the Qualcomm camera driver.

Resolution

Note: Before starting the update, perform the following:
  • Back up all personal data. For more information, refer to Back Up and Recovery.
  • Connect the AC adapter.

Updating the following BIOS and drivers on the computer resolves the issue. To download and install the driver, refer to the BIOS Update Guide and the Driver Update Guide.

  • For Inspiron 14 5441 and Latitude 5455:
    • BIOS version 1.1.1 or newer
    • Qualcomm Chipset Driver version 2.1.0.13 or newer
    • Qualcomm MIPI Camera Driver version 1.1.1.5 or newer
  • For Inspiron 14 Plus 7441, Latitude 7455, and XPS 13 9345:
    • BIOS version 2.0 or newer
    • Qualcomm Chipset Driver version 2.1.0.24 or newer
    • Qualcomm MIPI Camera Driver version 1.1.0.52 or newer

Affected Products

Inspiron 14 5441, Inspiron 14 Plus 7441, Latitude 5455, Latitude 7455, XPS 13 9345
Article Properties
Article Number: 000226580
Article Type: Solution
Last Modified: 01 Dec 2025
Version:  7
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