Windows Hello doesn't work after a motherboard replacement

  1. Posts : 78

    Windows Hello doesn't work after a motherboard replacement


    We use Windows Hello for Business to log on and I have it setup with a PIN and Fingerprint. I had to have the motherboard replaced on my Dell XPS15 and now WHfB no longer works. If I go into the Accounts section and choose Sign-In Options, it shows everything with "This option is currently Unavailable".

    I know it uses something with the TPM chip but my Bitlocker works just fine so I don't think TPM is the problem unless I need to reset something because the WHfB info was in the old TPM chip which is no longer there.

    If I click on Fingerprint, it shows "Something went wrong. Try again later."
    If I click on PIN, it shows "This sign-in option is only available when connected to your organization's network". I am connected to VPN and everything else is working just fine.

    I looked in the NGC folder that I saw mentioned in other places but it is empty.

    If anyone has any ideas for me, please let me know

      My Computer

  2. Caledon Ken's Avatar
    Posts : 20,182
    Windows 10 Pro x64 Version 1909

    Have you contacted your corporate IT.

    In numerous TenForums tutorials it states the PIN is tied to the device, not your MS account. This prevents someone from using your PIN to gain access to your account. Your device would be the Motherboard.

    If you are on a corporate network I believe they have to get involved.

    Here is PIN reset for Hello for Business.

    Not sure if this is interfering with Finger Print scan. I would also check BIOS to see if feature is enabled.

      My Computer

  3. Posts : 78
    Thread Starter

    I am the Corporate IT. We haven't had anyone get a motherboard replaced since we rolled out WHfB so I'm the guinea pig.

    I changed some BIOS settings and somehow got it to prompt me for the PIN and fingerprint but when I try to use it to unlock my laptop it says it's temporarily unavailable. Seems like now something needs to sync somewhere so I'm letting it sit for a bit and will see what else I can figure out.
      My Computer


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