"Sorry something went wrong with face setup" Error in Windows 11

Summary: A "Sorry something went wrong with face setup" error occurs when using facial recognition to sign in. The computer password must be used to sign in.

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.
Check out other resources

Symptoms

The "Sorry something went wrong with face setup" error occurs when using facial recognition to sign in to Windows 11 version 24H2.

Sorry something went wrong with face setup error screen

Affected Platforms:

  • Dell Pro Rugged 13 RA13250
  • Dell Pro Rugged 14 RB14250
  • Latitude 5450
  • Latitude 5550
  • Latitude 7450
  • Latitude 7650
  • Precision 3490
  • Precision 3590

Affected Operating Systems:

  • Windows 11 version 24H2

Cause

The Intel graphics and neural processing unit (NPU) driver and Dell Trusted Device (DTD) experience a compatibility issue with Windows 11 24H2 on a computer with an Intel 14th generation processor. The PIN code is not available due to a change to the security setting on the device.

Resolution

  1. Use the computer password to log in to the computer.
  2. Use Windows to search for settings and then open the Settings page.
  3. Select Accounts and then go to Sign-in options.
  4. Click Remove to remove the facial recognition and PIN enrollments.
    Remove this sign-in option
  5. Set up facial recognition sign in.
    Note: Dell Technologies recommends improving recognition with different face angles after doing the first facial recognition enrollment.
    Set up button for Use your face to sign in to Windows, apps, and services
  6. Click Improve recognition and then turn your face slightly to the left.
    Improve recognition 
  7. Click Improve recognition and then turn your face slightly to the right.
    Improve recognition 

Affected Products

Dell Pro Rugged 13 RA13250, Dell Pro Rugged 14 RB14250, Latitude 5450, Latitude 7450, Latitude 5550, Latitude 7650, Precision 3490, Precision 3590
Article Properties
Article Number: 000233984
Article Type: Solution
Last Modified: 22 Apr 2025
Version:  4
Find answers to your questions from other Dell users
Support Services
Check if your device is covered by Support Services.