Forum Discussion

lkjp97tk's avatar
lkjp97tk
Copper Contributor
Mar 11, 2025

"Can't access Recall right now"

I've enabled Recall feature on Windows 11 Pro (26120.3380) on my Surface Laptop 7 with Snapdragon X Plus. I was able to use it for a while, but then since some recent update (or maybe after I changed the primary login email for my Live.com account), it stopped working.

Even though it's turned on and appears to be saving snapshots (it shows it's using disk space), I can't access any snapshots. I tried turning the feature off and on using command line (Recall doesn't show up as one of the features I can enable/disable on "Turn Windows Features on or off" program). Also tried deleting all snapshots, disabling/re-enabling Recall, etc. None of them fixes this.

 

 

 

I also get this message sometimes, even though I have Bitlocker turned on:

5 Replies

  • KapilArya's avatar
    KapilArya
    MVP
    Aug 08, 2026

    Please try to reset Recall feature, see if it helps:

    1. Go to Settings and then Privacy & security. Choose Recall & snapshots.
    2. Open Advanced settings.
    3. Click Reset Recall.

    Let us know if this helps!

    • lkjp97tk's avatar
      lkjp97tk
      Copper Contributor
      Mar 14, 2025

      It's Windows 11 Pro 24H2 26120.3380.

      Event Viewer shows aihost.exe is crashing:

      Faulting application name: aihost.exe, version: 2125.5115.10.0, time stamp: 0x67be7c2c
      Faulting module name: Microsoft.Windows.AI.Platform.dll, version: 2125.5115.10.0, time stamp: 0x67be7bc5
      Exception code: 0xc0000005
      Fault offset: 0x00000000000f0a14
      Faulting process id: 0x62D4
      Faulting application start time: 0x1DB948ECBF71427
      Faulting application path: C:\WINDOWS\SystemApps\MicrosoftWindows.Client.AIX_cw5n1h2txyewy\aihost.exe
      Faulting module path: C:\WINDOWS\SystemApps\MicrosoftWindows.Client.AIX_cw5n1h2txyewy\Microsoft.Windows.AI.Platform.dll
      Report Id: 1a5aa60f-6533-464c-ab7b-7acd38f6ccd3
      Faulting package full name: MicrosoftWindows.Client.AIX_1000.26100.3380.0_arm64__cw5n1h2txyewy
      Faulting package-relative application ID: CoreAIPlatform

  • Eamllopssin's avatar
    Eamllopssin
    Iron Contributor
    Mar 14, 2025

    Make sure your Windows 11 system is fully updated. Sometimes a new update can fix bugs or issues that were introduced with previous ones. Go to Settings > Windows Update and check for updates.

    • tallyplus's avatar
      tallyplus
      Copper Contributor
      Aug 07, 2026

      Hi everyone,

       

      I'm using an HP OmniBook 5 16-ag1087AU Copilot+ PC with:

       

      • Windows 11 Home Single Language

      • Version 25H2

      • Build 26200.8973

      • AMD Ryzen AI 7 350

       

      Recall worked correctly from the day I purchased the laptop.

       

      After Windows updates, Recall requested Windows Hello verification. After that it disappeared from Settings.

       

      Since then I have completed extensive troubleshooting with Microsoft Support and HP Support.

       

      Completed:

       

      • BIOS updated

      • HP drivers updated

      • Windows Hello working

      • Device Encryption enabled

      • NPU detected correctly

      • DISM clean

      • SFC clean

      • In-place repair installation completed

      • Recall Windows Feature reinstalled

      • Recall payload downloaded again

      • Recall Feature = Enabled

      • MicrosoftWindows.Client.AIX installed

      • MicrosoftWindows.Client.CoreAI installed

      • Recall appears under System Components

      • Recall scheduled tasks exist

      • Click to Do works correctly (Win + Q)

       

      However, Recall still does not appear under Settings > Privacy & Security and crashes immediately when launched.

       

      Event Viewer shows:

       

      Application Error

      Faulting application:

      AIXHost.exe

       

      Faulting module:

      AIXView.dll

       

      Exception:

      0xc000027b

       

      Windows Error Reporting also records an APPCRASH for AIXHost.exe.

       

      Microsoft Support currently believes this is a software issue rather than a hardware compatibility issue.

       

      Has anyone with a Copilot+ PC experienced the same AIXHost.exe / AIXView.dll crash?

       

      Any guidance from the Windows Recall team would be appreciated.