Dell All-in-One Desktop Windows Hello Facial Recognition Fails After Motherboard or Camera Replacement

Windows Hello facial recognition cannot be set up or does not function. The camera application works normally, but the computer does not recognize the user's face for sign-in. The issue occurs after a motherboard or camera replacement. The following symptoms may occur:

• The login screen displays "Couldn't recognize you." and the user must use a PIN or other sign-in method to log in.
• When attempting to set up or reset facial recognition in Settings > Accounts > Sign-in options, the Windows Hello setup window opens but the progress bar does not advance, and the setup cannot be completed.

Affected Platforms:

• Dell 24 All-in-One EC24250
• Dell 27 All-in-One EC27250

No cause information is available.

• Back up all personal data. For more information, refer to Back Up and Recovery.
• Ensure that power remains connected to the desktop.

Perform the following steps to resolve the issue.

1. Update the BIOS to version 1.15.0 or later. To download and install the BIOS, refer to the BIOS Update Guide.
2. After the BIOS update completes and the computer restarts, go to Settings > Accounts > Sign-in options to set up Windows Hello facial recognition.
3. Under Facial recognition (Windows Hello), click Set up.
4. In the Windows Hello setup window, click Get started.
5. Enter the account PIN when prompted.
6. Look directly at the camera and hold still while Windows scans the face.
7. After the scan completes, the setup displays All set! Click Close.