While trying to log into my computer the computer won't recognize face or pin

[wmwardle]

While trying to log into my All in one computer we set it up with face recognition but that won't work. we have now tried it so many times that now it wants a pin which wasn't set up during set up. how do i log in now and set it up to prevent this from happening in the future? The computer is a  All-in-One 24-cr0035na pc

[Kuroi_Kenshi]

Hi @wmwardle,

Welcome to the HP Support Community!

Thanks for reaching out!

We're thrilled to have the opportunity to assist you and provide a solution.

I understand your HP All-in-One 24-cr0035na is not recognizing Face ID and is now asking for a PIN that was never set. Let’s go through a few steps to check what could be causing this and get you signed in.

Try signing in with your Microsoft account password
On the sign-in screen, select Sign-in options and choose the Password icon.
Enter the Microsoft account email and password used when the PC was first set up.

Use the “I forgot my PIN” option if shown
If the PIN screen appears, select I forgot my PIN.
Sign in with your Microsoft account password and create a new PIN when prompted.

Ensure the PC is connected to the internet
PIN recovery requires an active internet connection.
If needed, select the network icon on the sign-in screen and connect to Wi-Fi.

Restart into Safe Mode if sign-in options do not appear
Hold Shift, select Power, then Restart.
Go to Troubleshoot → Advanced options → Startup Settings, restart, then choose Safe Mode and sign in using your Microsoft account password.

Set up a PIN after logging in
Open Settings → Accounts → Sign-in options.
Set up a PIN, as Windows Hello Face Recognition requires a PIN to function correctly.

Reconfigure Face Recognition
In Sign-in options, remove the existing Face Recognition setup.
Set it up again in good lighting, facing the camera directly.

Turn off the “Windows Hello only” requirement
In Sign-in options, turn off the setting that allows only Windows Hello sign-in.
This ensures you can always fall back to password or PIN if Face ID fails.

Update camera and system drivers
Open HP Support Assistant and install any available camera, firmware, or BIOS updates.
Updated drivers help improve Face Recognition reliability.

I hope this helps.

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Best regards,