6 Fixes for Windows Hello Something Went Wrong Error

Pankil is a Civil Engineer turned freelance writer. Since his arrival at Guiding Tech in 2021, he delves into the world of how-tos, and troubleshooting guides for Android, iOS, and Windows. Besides his new-found love for mechanical keyboards, he’s a disciplined footfall fan and loves international travel with his wife.

Fix 1: Enable Camera Access

If you have previously disabled camera access, Windows Hello may have trouble using your camera and display the “Sorry, something went wrong. Couldn’t turn on the camera” error.

To enable camera access on Windows:

Step 1:Press theWindows key + Ito open the Settings app and head toPrivacy & security > Camera.

Step 2:Enable the toggle next toCamera access.

Fix 2: Prevent Windows From Turning Off Biometric Devices

Windows Hello face or fingerprint recognition may not work if biometric drivers are turned off to reduce power consumption. Several users on aMicrosoft community postreported fixing the issue by configuring power management settings for biometric devices on their PCs. You can also give it a go.

Step 1:Right-click on theStart iconand selectDevice Managerfrom the list.

Step 2:ExpandBiometric devices. Then, right-click on the first entry and selectProperties.

Step 3:Switch to thePower Managementtab and uncheck theAllow the computer to turn off this device to save power. Then, clickOK.

Restart your PC after this and try using Windows Hello again.

Fix 3: Reinstall the Biometric Device Drivers

If Windows Hello still shows the “Something went wrong, please try again” error, the biometric drivers on your PC may be corrupted. In that case, you will need to reinstall the problematic drivers to fix the issue.

Step 1:Right-click on theStart iconand selectDevice Managerfrom the list.

Step 2:ExpandBiometric devices, right-click on the first entry, and selectUninstall device.

Restart your PC after this, and Windows will automatically install the missing drivers on boot. Following that, you should not encounter any issues.

Fix 4: Delete the NGC Folder

Windows saves all your Windows Hello sign-in information in the NGC folder. If this folder has become inaccessible for some reason, you could encounter issues. In that case, deleting the NGC folder can help you get rid of problematic data.

To delete the NGC folder, you’ll need to take its ownership by following the steps below.

Step 1:Right-click on theStart iconand selectTerminal (Admin)from the list.

Step 2:In the console, run the following command to take ownership of the NGC folder.

Step 3:Next, run the following command to grant administrative permission.

After running the commands, use the following steps to delete the NGC folder.

Step 1:Press theWindows key + Ekeyboard shortcut to open File Explorer. Then, head to the following folder:

Step 2:Select theNGCfolder and click thetrash iconat the top to delete it.

Once you complete the above steps, your old Windows Hello data will be removed. Following that, you shouldn’t encounter any issues.

Fix 5: Check Group Policy Settings

The Local Group Policy Editor on Windows makes enabling or disabling specific features on your PC easy. You need toreview the applied group policieson your system to ensure that the Windows Hello feature isn’t turned off from there.

Step 1:Press theWindows key + Rto open the Run dialog box. Typegpedit.mscin the box and pressEnter.

Step 2:Use the left pane to navigate toComputer Configuration > Administrative Templates > System > Logonfolder.

Step 3:Double-click on theTurn on convenience PIN sign-inpolicy on your right.

Step 4:SelectEnabledand then clickApply, followed byOKto save the changes.

Fix 6: Create a New User Account

If all else fails, it’s likely that some of the core app files associated with your user account have become corrupted. In that case, your best option is to create andswitch to a new user account. Here’s how you can go about it.

Step 1:Press theWindows key + Ito launch the Settings app. In theAccountstab, click onOther users.

Step 2:Click theAdd accountbutton.

Step 3:Type in your email address and follow the on-screen instructions to create a new user account on Windows.

Once created, sign in with the newly created user account and try using Windows Hello again.

Was this helpful?

Last updated on 13 August, 2024

Leave a ReplyCancel reply

Your email address will not be published.Required fields are marked*

Name*

Email*

Comment*

Δ

The article above may contain affiliate links which help support Guiding Tech. The content remains unbiased and authentic and will never affect our editorial integrity.

More in Windows

How to Take Screenshots of One Monitor on Windows 11 With a Multi-Monitor Setup

How to Disable Mouse Acceleration in Windows

JOIN THE NEWSLETTER

Get Guiding Tech articles delivered to your inbox.

© 2024 Guiding Tech Media. All Rights Reserved.