Microsoft documented a narrow Windows Hello failure in Windows 11 version 24H2 after the April 2025 update. It could occur when System Guard Secure Launch or Dynamic Root of Trust for Measurement (DRTM) was enabled after the update, followed by a Push button reset or a Reset this PC recovery using Keep my files and Local install. Microsoft said its April 25 preview update, KB5055627, addressed the issue. This was not a general failure affecting every PC that installed an April update.
Why did Windows Hello stop working after the April 2025 update?
Microsoft’s known-issue note for the April 8, 2025 security update, KB5055523, applies to Windows 11 version 24H2 (OS build 26100.3775). The failure required a particular sequence: Secure Launch or DRTM was enabled after installing the update, and then the PC underwent a Push button reset or a Reset this PC recovery with specific choices. Microsoft’s description does not establish that other update, reset, or security-feature combinations caused this issue. Microsoft’s KB5055523 release note lists the issue and its conditions.
Symptoms Microsoft documented
After the qualifying reset, a person might be unable to sign in using Windows Hello facial recognition or PIN. Messages could include “Something happened and your PIN isn’t available. Click to set up your PIN again” or “Sorry something went wrong with face setup.”
Which PCs were outside the stated condition?
Microsoft said this specific issue did not affect devices that had Secure Launch or DRTM enabled before installing the update, or devices on which those features were disabled. The note identifies a timing-dependent scenario; it does not provide an affected-device count or percentage.
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How to check whether this issue matches your PC
Use the checks below to compare your situation with Microsoft’s description. A matching error by itself does not confirm this particular cause.
- Check the Windows release. Open Settings > System > About and look under Windows specifications. The cited issue is documented for Windows 11 version 24H2.
- Check the security-feature timing. Determine whether System Guard Secure Launch or DRTM was enabled after the April update was installed. Microsoft says this timing is part of the affected condition.
- Check what happened before sign-in failed. The issue followed a Push button reset or a Reset this PC flow from Settings > System > Recovery using Keep my files and Local install.
- Review update history. In Settings > Windows Update > Update history, look for KB5055627 or a later applicable update. The presence of an update should be verified on the PC itself; Microsoft’s release note cannot establish what any individual device has installed.
Did the April Windows update break my Windows Hello PIN?
It may match Microsoft’s known issue if the PC runs Windows 11 version 24H2, Secure Launch or DRTM was enabled after installing the April update, and the PIN failure followed the specified reset choices. Microsoft’s symptom message is a clue, not a diagnosis: the documented cause depends on the surrounding conditions as well.
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KB5055523 was the April 8, 2025 security update for version 24H2, OS build 26100.3775. Microsoft’s April 25, 2025 preview update KB5055627 (OS build 26100.3915) listed a fix for this edge case. See the KB5055627 release note. Check Update history to determine what is installed on your own PC; the release note alone does not show that status.
Is facial recognition in low light a separate issue?
Yes. Microsoft separately describes a security behavior in which Windows Hello facial recognition requires a visible face when lighting is poor or the camera is covered. Microsoft classifies that as an enhanced-security design change, unrelated to the reset-triggered issue above. If this is your only symptom, the April known issue’s reset and security-feature conditions do not describe it.
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What should you do next?
If your situation fits the documented sequence, check Windows Update and Update history for KB5055627 or a later applicable update, then follow the available update guidance for your device. Microsoft identifies that preview update as addressing the edge case. The cited notes do not recommend changing registry or BIOS settings, removing a PIN, replacing hardware, or buying a repair tool as a fix for this issue.
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