There is currently a known issue where it doesn't work to set up Windows Hello after updating to Fall Creators Update. If you already had facial recognition set up for Windows Hello it might work if you just updated, but if you did a fresh installation with Fall Creators Update or didn't have it set up at all yet, then it will unfortunately not work to set it up.
This is the common error that shows up in Event Viewer:
Package Microsoft.BioEnrollment_10.0.16299.15_neutral__cw5n1h2txyewy+App was terminated because it took too long to suspend.
We're currently investigating the issue, but unfortunately, there's no workaround for now.
Meanwhile, please bear with us!
Since this issue doesn't affect everyone there might be other reasons why Windows Hello might not be working for you though so please check out this help article as well to make sure.
Please note that an update from us will not affect Alienware users with the Tobii Aware/IR presence configuration since it's not using our driver and instead uses the Realtek IR driver.
1/24/2018 - We're aiming to release an update that should fix Windows Hello for those affected by this issue since the Windows Fall Creators Update. More information to come.
1/29/2018 - We have unfortunately not been able to fix the issue for the Tobii EyeX, Steelseries Sentry and MSI GT72 which uses the older eye tracking platform IS3. If this affects you, please contact us for more information.
3/14/2018 - We have now finalized an update that will fix the known Windows Hello issue for Tobii Eye Tracker 4C users. The Windows Hello issue became apparent after changes were made in Microsoft's Fall Creators Update. While addressing the issue Tobii has done significant changes to its Hello implementation that improve stability and performance, especially startup time to create a better Hello experience.
What we've been able to do for the Tobii Eye Tracker 4C is that we have updated and adapted its PID from 0118 to 0127, so our EyeChip driver has been updated and we also bumped our Windows Hello driver (TOBII Camera).
Please note that this fix only applies to the Tobii Eye Tracker 4C. Due to regulations, we are unable to provide a fix for other devices at this moment. However, we hope to have an update on this shortly, so please stay tuned.
Please go to https://tobiigaming.com/getstarted to get the latest version 2.13.
3/28/2018 - The Windows Hello fix has now been tested and approved for release for the Alienware 17 R4 with integrated Tobii Eye Tracking. The changes are the same as for the Eye Tracker 4C. The PID was updated to 0128 for the driver and you will also get the new Windows Hello driver called TOBII Camera under Camera or Imaging devices in Device Manager.
Please note that this fix has been released in version 2.13.1 for the Alienware 17 R4 with Tobii Eye Tracking only and it does not apply to Alienware devices with the Tobii Aware/IR presence configuration since that camera is using a Realtek IR driver rather than our drivers. The latest driver for Realtek IR driver can be found here.
Please download version 2.13.1 on https://tobiigaming.com/getstarted.
Eye Tracker 4C users, please be aware that updating to 2.13.1 will make Windows Hello temporarily unusable until you have disconnected and re-connected your eye tracker.
4/30/2018 - For everyone who has an Alienware 13, 15 or 17 R4 with Tobii Aware/IR presence, please download the latest Realtek IR driver here. This driver was updated by Realtek to work with Windows Hello after the Fall Creators update.
5/28/2018 - With Windows 10 April update (1803) out we've heard quite a few users with Windows Hello working again. If you're still having problems after the update please send us a message.
There are three workarounds that have worked for some people to get Windows Hello back up and running until the issue is fixed.
- Downgrade to the previous Windows version to uninstall the Fall Creators Update, set up Windows Hello and then upgrade to Fall Creators Update again.
- Go into Control Panel - Accounts - Sign in options and then uncheck the last option "Use my sign in to automatically finish setting up my device after an update or restart".
- Go to Device Manager - Universal Serial Bus devices - EyeChip and right-click to Uninstall. Reboot your computer and try to setup Windows Hello again.
For Alienware Tobii Aware/IR presence users
Go to Device Manager - Imaging devices - Realtek IR and right-click to Uninstall. Reboot your computer and try to setup Windows Hello again. If the driver is not back, download it here.