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Troubleshooting Windows Hello Facial Recognition Stuck on “Make Sure Your Face Is Centered in the Frame” (Surface Laptop 4, Windows 11 Pro 25H2)

Baraka Massawe 0 Reputation points
2025-11-13T12:07:36.1666667+00:00

I just purchased a surface laptop 4 and was trying to set up windows hello facial recognition on my laptop but it is stuck on " make sure your face is centred in the frame". I'm using windows 11 Pro, version 25H2. Kindly assist how to go about.

Surface | Surface Laptop | Sound and camera
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  1. Rez 10,615 Reputation points Independent Advisor
    2025-11-13T14:17:06.7+00:00

    Hi Baraka, I get how important it is to set this up smoothly.

    This usually happens when the IR camera isn’t getting a clear view or the Windows Hello setup process is stuck because of a driver or lighting issue. First, make sure you’re in a well-lit area and the camera lens is clean. Try moving slightly closer or farther so your face fills the frame naturally. If it still doesn’t respond, restart the laptop and check for camera driver updates in Device Manager under Imaging Devices.

    Also, confirm that Windows Hello is enabled in Settings > Accounts > Sign-in options. If none of that works, can you tell me if the camera works fine in other apps like Camera, and whether you’ve installed all the latest Windows updates?

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