Forum Discussion
Facial recognition (Windows Hello) This option is currently unavailable
I have a: Dell XPS 8950 Desktop computer
Processor 12th Gen Intel(R) Core(TM) i9-12900 (2.40 GHz)
Installed RAM 64.0 GB (63.7 GB usable)
Graphics card AMD Radeon HD 7700 Series (2 GB)
The operating system is:
Edition Windows 11 Pro
Version 25H2
Installed on 07/16/2026
OS build 26200.9457
Experience Windows Feature Experience Pack 1000.26100.360.0
I have a NexiGo HelloCam N930W camera. I bought this camera because it said it works with Windows Hello Facial recognition.
When I first got it several years ago, everything worked. The system recognized the cameral and Windows Hello was working. Then after a couple of years it stopped working so I contacted NexiGo for support. They had me try several things and determined that the camera was working like it supposed to. They said it was a Windows issue, probably an update that stopped it from working. I even reinstalled Windows with no success.
The camera works with all the other applications.
Any ideas what could be wrong?
Later on I bought a Fingerprint recognition sensor. It also says "This option is currently unavailable". I wonder if it is related somehow.
Frustrated Fred
2 Replies
Please reinstall or update IR based webcam driver. You can get them from your device manufacturer's website.
Because both face recognition and a fingerprint reader are unavailable, the common point is probably Windows Hello configuration, Enhanced sign-in security, or drivers rather than two failed sensors. First confirm Windows Hello PIN can be configured under Settings > Accounts > Sign-in options. Then install Dell BIOS and chipset updates plus the manufacturers’ Windows Hello drivers; a generic camera driver can provide video while omitting extensions Hello needs. In Device Manager, verify the camera’s infrared component and fingerprint reader appear without errors under Cameras and Biometric devices. On Windows 11 24H2 or later, check Additional settings for Enhanced sign-in security: external devices that are not ESS-compatible require it to be turned off, which removes existing ESS credentials and requires reprovisioning. If permitted, remove each nonworking enrollment, uninstall its device, restart, and enroll again. If the options remain unavailable, report whether the PC is organization-managed and any Device Manager error code.
