Windows Hello Issues after Feature Upgrade

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New Contributor

Hello Everyone! I need some ideas and suggestions what I can still check and try to solve the Windows Hello problem.

 

Long-Story-Short

After each upgrade to the next Windows 10 feature release, Windows Hello no longer works for some clients of my customer (face recognition / PIN / fingerprint). So far this could always be solved quickly by some workarounds. Since the upgrade to 1903 only a new installation helps.

 

It's extremely frustrating. We have no idea where it comes from and don't know what we can do anymore. So that we need new ideas and experiences from you.

 

The related Event - Application Error ID 1000

Faulting application name: BioEnrollmentHost.exe, version: 10.0.18362.329, time stamp: 0x5d65c2f4

Faulting module name: twinapi.appcore.dll, version: 10.0.18362.1, time stamp: 0x42f071ca

Exception code: 0xc000027b

Fault offset: 0x00000000000d5cc8

Faulting process id: 0x2ee0

Faulting application start time: 0x01d59ebf5f477f66

Faulting application path: C:\WINDOWS\SystemApps\Microsoft.BioEnrollment_cw5n1h2txyewy\BioEnrollmentHost.exe

Faulting module path: C:\Windows\System32\twinapi.appcore.dll

Report Id: 4779daff-5de6-4384-b220-bf648b2577fa

Faulting package full name: Microsoft.BioEnrollment_10.0.18362.387_neutral__cw5n1h2txyewy

Faulting package-relative application ID: App

 

Involved devices

  • #Microsoft Surface Pro 4 / #Surface Pro 6
  • #Lenovo T470

 

What helped so far

  • Repair Windows Apps via Powershell
  • Reset and new setup of Windows Hello (PIN and Face or Fingerpint)
  • Reset the Microsoft Passport Container (NgcCtnrSvc) Service and the NGC Folders
  • Firmware and Driver Update

 

What's new after upgrading to 1903

  • None of the previous solutions/workarounds helps
  • New users who have not yet logged on to the client can use Windows Hello
  • TPM Reset does not help
  • Deleting the affected user profile does not help
  • Deleting the affected user profile in addition search and delete every User-SID related RegKey does not help

I can't believe it's just us who have the problem.

1 Reply
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@GerritEllmer - If we are encountering the exact same crash at generally the same time, it is likely something that could be root caused through either filing feedback into the feedback hub from a few machines encountering this issue [so we can collect user dumps and diagnostic data.] You can then add to the feedback item from additional machines. A more direct approach would be opening up a support case.