Solved Logitech Brio 4K not recognized for Windows Hello

I bought a Logi Brio 4K so that I could sign into Windows and apps more easily. I own a Lenovo Thinkpad X1 Gen 11 Carbon that has a built-in camera that works very well with Windows Hello, but I cannot get this Brio 4K to work on either the desktop PC or the laptop, both running Windows 11 Pro (latest build).
I can use the Brio as a webcam, but the facial recognition never comes up.
In Device Manager, there is no entry for 'biometric devices' on the desktop PC, but on the laptop, the built-in camera does appear as a biometric device.
When I plugged the Brio into the laptop, it appeared only as an imaging device, but not as a biometric device.
The red LED - which indicates that IR is active - on the Brio never comes on.

I did a Windows update on the desktop PC today.
System specs:
Processor: AMD Ryzen 7 3700X 3.60GHZ
Installed RAM: 32.0GB
Mobo is Asus Tuf Gaming X570 Plus WiFi

Windows info:
Edition: Windows 11 Pro
Version: 23H2
Installed on: 2024-02-26
OS build: 22631.3958
Experience: Windows Features Experience Pack 1000.22700.1026.0

I have tried plugging the camera into a different USB port on the rear of the computer. I am not using a hub.

I even tried a couple of registry hacks I found in Reddit and Microsoft forums, but they did nothing for me.

I have done some research, and it appears that a lot of people are having trouble with Windows Hello on Windows 11 using either this camera, or another one.
I talked with a Logitech rep a while ago, but she was unable to help me. She elevated my ticket, and asked for my system info, which I e-mailed to her.

I purchased the webcam mainly for Windows Hello because it I like the feature on my Lenovo Thinkpad (using its built-in camera). I can still make use of the camera without Windows Hello, but it is frustrating that something that Windows claims as a feature doesn't work with a camera that is supposed to support the feature.

Thanks for your help
Frank - Ultrarunner22

I have a 4K Brio and use it facial recognition on Windows 11 via Windows Hello.
Here is my setup of the Brio in the Device Manager. Note that the camera isn't listed under 'Biometric devices' but is under 'Imaging devices'. I have the LogiTune app installed which means I can keep the firmware and drivers up to date.

Sometimes the facial recognition plays up so I check the camera is working via LogiTune then redo facial recognition in the Hello App.

Do you have the latest Logitech drivers installed?

There is no entry in my system's DM for Biometric devices. The Logi Brio shows in the Imaging devices though.
You know; I might not have Windows Biometrics installed. It wasn't a thing for me when I did my current system build in 2020.
I will have a look now. Thanks.

Hello,

In addition, do you have an option to Select your preferred Hello camera like below?

No. When I open Accounts and scroll down to Sign-in options, click it, I see Facial recognition (Windows Hello) but below the title is "This option is currently unavailable."
I am trying to re-install Windows Hello, but so far haven't found how to do that. Maybe I need to completely re-install Windows 11?

Ultrarunner22 said:

Maybe I need to completely re-install Windows 11?

Click to expand...

Might be overkill. Does it say anywhere in your settings “Some of these settings are managed by your organisation”

I’m also wondering if your drivers are all present.
Go into Windows Update>Advanced Options>Optional Updates and see if anything is available related to your cam.

Is the Windows Biometric Service running in the Services Applet?
At the Start Menu in Windows type 'services' (without quotes) and open the Services applet
Scroll down the long list of services and look for 'Windows Biometric Service' it will tell you if the service is currently running.

I checked Services earlier.
Windows Biometric Service was not running, and was set to Manual. I started the service and changed it to Automatic. Now it is running, but nothing has changed.
I even went to my BIOS, but I don't see anything about biometrics security there.
This problem isn't worth the time I have already spent on it, but it would be great to figure out why it isn't working.

Thanks for your help guys;

How are you logging into Windows?
Is it with a Microsoft Account, Local Account or Work/School account?

antspants said:

I’m also wondering if your drivers are all present.
Go into Windows Update>Advanced Options>Optional Updates and see if anything is available related to your cam.

Click to expand...

Thanks for the suggestion. The only thing that is there is 2024-07 Cumulative Update Preview for .NET Framework 3.5 and 4.8.1...

Would it be possible to hack the registry to add the camera as a biometrics device?
Perhaps I could derive the registry entries for the Brio from studying the registry on the laptop - even though it has a different camera.

My problem has been solved!
The solution was the most drastic method I could have used - reinstalling Windows 11 - but it was worth the trouble.
My reason for reinstalling Windows wasn't the facial recognition; it was my desire to remove Ubuntu from the dual-boot system.
I was able to remove the Linux partitions and set the BIOS to boot directly into Windows, but when I attempted to merge non-contiguous partitions on the Windows drive, I accidentally removed a FAT32 partition that was necessary (even though Windows bcdedit told me it was not).
My EaseUS Todo Backup did not restore the Windows partition - but ironically did restore the Linux partitions - so I was left with a non-bootable system.

I preformed a clean install of Windows 11, ran all the updates, and suddenly my Logitech Brio 4K camera is working with Windows Hello.

It's a lot of work reinstalling when you have lots of apps, but in my case, the system needed a fresh start.

Ultrarunner