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Why is touch ID and facial recognition not working anymore?

Anonymous
2023-07-21T20:38:33+00:00

I can only use my pin now, but I want to be able to use touch ID and facial recognition. I have tried using the toolkit to fix it, but nothing is working! I have been having so many problems with this laptop, and now this. please help!

Surface | Surface Go | Performance and maintenance

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  1. Anonymous
    2023-07-21T21:53:15+00:00

    Hi Sarah!

    Thanks for reaching Microsoft Community. We're here to help and let's work on this together.

    I understand you're having issues with your Surface device. Happy to help and provide more options here.

    Before considering any troubleshooting options, please first make sure your device is up to date. To check for updates, just follow these steps:

    Start> Settings> Update & Security> Windows Update> then check for updates and install any available updates.

    Please also try to update your drivers and firmware, see through this link Download drivers and firmware for Surface - Microsoft Support on how to.

    See through this link Troubleshoot problems with Windows Hello on Surface - Microsoft Support for additional details on how to troubleshoot Windows Hello or facial recognition.

    Please let us know how it goes. We look forward to hearing from you.

    Greetings,

    RodelioP.

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  2. Anonymous
    2023-07-26T05:44:45+00:00

    Hi Sarah!

    We haven't heard from you in 72 hours, so we will consider your issue resolved. If you do need further help, please create a new thread to discuss your concerns through this link: Create a new question or start a discussion (microsoft.com) as we will not be monitoring this thread going forward.

    Thank you for understanding.

    Regards,

    RodelioP.

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  3. Anonymous
    2023-08-03T21:50:57+00:00

    Hello, so I did exactly what you advised me to do, and it still doesn’t work.

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