Microsoft regularly releases cumulative updates for Windows 11 to improve security, stability, and overall performance. While these updates are thoroughly tested before release, they can occasionally introduce unexpected issues that affect a small number of users. One such example is KB5055523, the April 2025 security update for Windows 11 version 24H2, which caused Windows Hello sign-in problems on certain devices after specific system reset scenarios.
Following the installation of KB5055523, some users reported that they could no longer sign in using their Windows Hello PIN or facial recognition. Instead, Windows displayed messages such as “Something happened and your PIN isn’t available” or “Sorry, something went wrong with face setup.” Microsoft later confirmed the issue and explained that it affects only a limited number of devices under specific conditions rather than every PC running Windows 11.
Fortunately, this problem can usually be resolved by reconfiguring Windows Hello or installing a newer cumulative update that includes Microsoft’s fix. Understanding what causes the issue, who is affected, and which troubleshooting methods are most effective can help you restore access without losing your personal files.
In this guide, you’ll learn everything about the KB5055523 Windows Hello issue, including why it happens, its symptoms, and the best methods to fix it on Windows 11.
What Is KB5055523?
KB5055523 is a cumulative security update released by Microsoft for Windows 11 version 24H2. Like other monthly Patch Tuesday updates, it includes security patches, bug fixes, and quality improvements designed to keep Windows secure and reliable.
The update addresses vulnerabilities in Windows components, improves system stability, and enhances the operating system’s overall security posture. For most users, KB5055523 installs without any issues and provides important protections against newly discovered security threats.
However, Microsoft identified a known issue affecting Windows Hello authentication after installing the update and then performing a specific type of system reset. The issue does not impact every Windows 11 installation and occurs only under particular circumstances.
What Is Windows Hello?
Windows Hello is Microsoft’s password-free authentication system built into Windows 11. Instead of entering a traditional password every time you sign in, Windows Hello allows you to authenticate using:
- PIN
- Facial recognition
- Fingerprint recognition
- Security keys
Windows Hello stores authentication data securely on the device using hardware-based protection such as the Trusted Platform Module (TPM). Because biometric information never leaves the computer, Windows Hello offers both convenience and enhanced security.
Many Windows 11 users rely on Windows Hello every day because it provides faster sign-ins while reducing the risk of password theft.
Why Does KB5055523 Break Windows Hello?
The Windows Hello issue isn’t caused simply by installing KB5055523. Instead, Microsoft confirmed that the problem appears only after completing a specific sequence of actions.
The issue generally occurs when:
- Windows 11 version 24H2 is installed.
- KB5055523 has been installed.
- The PC is reset using Reset this PC.
- The Keep my files option is selected.
- Local reinstall is used.
- Certain hardware security technologies are enabled, such as Dynamic Root of Trust for Measurement (DRTM) or System Guard Secure Launch.
After the reset process finishes, Windows Hello credentials may no longer match the newly created authentication environment. As a result, Windows cannot verify the existing PIN or facial recognition data.
Instead of allowing normal sign-in, Windows prompts users to recreate their authentication methods.
Who Is Affected?
Although many news reports suggested that KB5055523 “breaks Windows Hello,” the actual number of affected users is relatively small.
You are more likely to experience the issue if your computer meets all of the following conditions:
- Running Windows 11 version 24H2
- Installed KB5055523
- Used Reset this PC
- Chose Keep my files
- Used Local reinstall
- Device supports advanced Windows security technologies
If you simply installed the update through Windows Update and continued using your computer normally, you are unlikely to encounter this problem.
Common Symptoms
Users affected by the Windows Hello issue may notice one or more of the following problems.
PIN Sign-In Stops Working
Instead of signing in normally, Windows may display:
Something happened and your PIN isn’t available.
You may be asked to create a new PIN before accessing Windows.
Facial Recognition Fails
Windows Hello Face may display an error similar to:
Sorry, something went wrong.
The facial recognition camera may also stop recognizing your face completely.
Windows Requests a New PIN
Even if your previous PIN worked perfectly before resetting the PC, Windows may require you to register a completely new PIN.
Sign-In Options Become Limited
Some users find that only password authentication remains available until Windows Hello is configured again.
How Microsoft Responded
Shortly after users began reporting the issue, Microsoft updated the official release notes for KB5055523 to acknowledge the problem.
The company explained that:
- Only certain reset scenarios are affected.
- Existing Windows Hello credentials may no longer work.
- Creating a new PIN restores normal functionality.
- Re-registering facial recognition resolves biometric authentication failures.
Microsoft later addressed the issue in a newer cumulative update, meaning users who install the latest Windows updates should no longer encounter the problem after performing a reset.
Method 1: Create a New Windows Hello PIN
In most cases, recreating the PIN is enough to restore Windows Hello.
- At the Windows sign-in screen, click Set my PIN.
- Verify your Microsoft account or administrator credentials.
- Enter a new PIN.
- Confirm the PIN.
- Finish the setup process.
Once complete, Windows Hello PIN authentication should work normally again.
This is Microsoft’s primary recommendation for users experiencing the issue.
Method 2: Reconfigure Windows Hello Face
If facial recognition no longer works after installing KB5055523, removing and setting up facial recognition again often resolves the problem.
- Press Windows + I to open Settings.
- Select Accounts.
- Click Sign-in options.
- Expand Facial Recognition (Windows Hello).
- Choose Remove if available.
- Click Set up.
- Position your face inside the camera frame.
- Complete the registration.
Windows creates a new biometric profile, allowing facial recognition to function properly again.
Method 3: Install the Latest Windows Update
Microsoft has already released cumulative updates that fix this Windows Hello issue.
To install the latest updates:
- Open Settings.
- Select Windows Update.
- Click Check for updates.
- Install every available update.
- Restart your computer.
Installing the latest cumulative update is recommended because it includes security improvements in addition to the Windows Hello fix.
Method 4: Sign In Using Your Password
If Windows Hello is unavailable, you can still access your computer using your account password.
- At the sign-in screen, click Sign-in options.
- Choose the Password icon.
- Enter your Microsoft account or local account password.
- Sign in normally.
- Reconfigure Windows Hello after logging into Windows.
This temporary workaround allows you to access your files even if Windows Hello is temporarily unavailable.
Method 5: Remove and Add the PIN Again
Sometimes Windows Hello becomes partially corrupted after a reset. Removing the existing PIN and creating a new one can resolve authentication errors.
- Open Settings.
- Go to Accounts > Sign-in options.
- Expand PIN (Windows Hello).
- Click Remove.
- Confirm your password.
- Restart your PC.
- Return to Sign-in options.
- Click Set up to create a new PIN.
This recreates Windows Hello credentials from scratch and often eliminates persistent sign-in issues.
Method 6: Restart the Windows Biometric Service
The Windows Biometric Service manages fingerprint readers, facial recognition, and other Windows Hello features. If the service is not running correctly, Windows Hello may fail to authenticate your identity.
To restart the service:
- Press Windows + R to open the Run dialog box.
- Type services.msc and press Enter.
- Scroll down and locate Windows Biometric Service.
- Double-click the service.
- Ensure the Startup type is set to Automatic.
- If the service is stopped, click Start.
- If it is already running, click Restart.
- Click Apply and then OK.
- Restart your computer.
After restarting, try signing in with Windows Hello again.
Method 7: Check TPM Status
Windows Hello relies on the Trusted Platform Module (TPM) to securely store authentication credentials. If TPM is disabled or not functioning correctly, Windows Hello may stop working.
To verify TPM status:
- Press Windows + R.
- Type tpm.msc and press Enter.
- Confirm that TPM is available and ready for use.
- If TPM is disabled, restart your computer and enter the BIOS or UEFI firmware settings.
- Enable TPM if it is turned off.
- Save the changes and restart Windows.
Once TPM is active, configure Windows Hello again.
Method 8: Run the System File Checker
Corrupted system files can interfere with Windows Hello and other authentication services. Running the System File Checker (SFC) scans Windows for damaged files and repairs them automatically.
To run the scan:
- Search for Command Prompt.
- Right-click it and select Run as administrator.
- Enter the following command:
sfc /scannow- Press Enter.
- Wait for the scan to finish.
- Restart your PC.
If Windows repairs any files, check whether Windows Hello works after the restart.
Method 9: Repair the Windows Image Using DISM
If SFC cannot fix all issues, use the Deployment Image Servicing and Management (DISM) tool to repair the Windows system image.
- Open Command Prompt as administrator.
- Run the following command:
DISM /Online /Cleanup-Image /RestoreHealth- Press Enter.
- Wait until the process reaches 100%.
- Restart your computer.
After the restart, run SFC /scannow again to ensure all system files are healthy.
Method 10: Perform Another Reset After Updating Windows
If you still experience the issue and need to reset your PC again, first install the latest cumulative update from Microsoft that includes the Windows Hello fix.
Once Windows is fully updated:
- Open Settings.
- Go to System > Recovery.
- Click Reset this PC.
- Choose the option that best fits your needs.
- Complete the reset process.
Using the latest Windows build reduces the likelihood of encountering the Windows Hello problem again.
Additional Troubleshooting Tips
If Windows Hello still doesn’t work after trying the methods above, consider these additional steps:
- Ensure your device’s date and time are correct.
- Install the latest firmware updates from your PC manufacturer.
- Update camera drivers if you use Windows Hello Face.
- Update fingerprint drivers if you use a fingerprint reader.
- Disconnect external biometric devices and reconnect them.
- Restart your PC after making configuration changes.
- Verify that your Microsoft account is syncing correctly.
These steps can help resolve less common causes of Windows Hello failures.
How to Prevent Windows Hello Issues After Future Updates
While cumulative updates are generally safe, following a few best practices can reduce the risk of authentication problems.
Keep Windows Updated
Install the latest cumulative updates regularly. Microsoft often resolves known issues in subsequent releases.
Create a Restore Point
Before installing major updates, create a System Restore point. This allows you to revert Windows if something goes wrong.
Back Up Important Data
Although Windows updates rarely cause data loss, maintaining a recent backup ensures your files remain safe.
Keep Device Drivers Updated
Outdated chipset, camera, fingerprint, or security drivers can contribute to Windows Hello problems. Install updates from your PC manufacturer whenever available.
Avoid Interrupting Updates
Do not power off your computer while Windows is installing updates. Interrupting the process can lead to corrupted system files and authentication issues.
Microsoft’s Official Guidance
Microsoft has acknowledged the Windows Hello issue affecting some devices after installing KB5055523 and performing a local reset while keeping personal files. According to the company, users can typically resolve the issue by setting up a new Windows Hello PIN or re-enrolling facial recognition. Microsoft has also addressed the problem in later cumulative updates, so installing the latest Windows updates is the recommended long-term solution.
Conclusion
KB5055523 is an important security update for Windows 11 version 24H2, but it introduced a known Windows Hello issue for a limited number of users under specific reset scenarios. Although the problem can prevent PIN and facial recognition sign-in, it does not affect every Windows 11 device and does not indicate a hardware failure.
In most cases, the solution is straightforward. Recreating your Windows Hello PIN, setting up facial recognition again, or installing the latest cumulative update restores normal functionality. For users who continue to experience problems, checking TPM status, restarting the Windows Biometric Service, and repairing system files with SFC and DISM can resolve underlying issues.
Keeping Windows, drivers, and firmware up to date remains the best way to ensure Windows Hello continues to work reliably. As Microsoft releases monthly cumulative updates, known issues such as this are typically addressed quickly, helping users maintain a secure and seamless sign-in experience.
Frequently Asked Questions
Does KB5055523 affect every Windows 11 computer?
No. The issue only affects certain Windows 11 version 24H2 devices after performing a Reset this PC operation using Keep my files and Local reinstall. Most users who simply installed the update are not affected.
Can I still access my computer if Windows Hello stops working?
Yes. You can sign in using your Microsoft account or local account password and then recreate your Windows Hello PIN or facial recognition settings.
Should I uninstall KB5055523?
Generally, no. KB5055523 is an important security update. Instead of uninstalling it, install the latest cumulative update from Microsoft, which includes the fix for the Windows Hello issue.
What causes the “Something happened and your PIN isn’t available” error?
The error occurs because existing Windows Hello credentials may become invalid after a specific system reset scenario. Creating a new PIN usually resolves the problem.
