| Face unlock often fails on my HUAWEI phone/tablet |
While using Face unlock, follow the guidelines outlined below:
- Make sure that the front camera lens is clean and that there are no obstructions.
- Make sure that your face is not covered by a hat, a mask, or a scarf, and that you are not wearing glasses.
- Too bright or too dark environment lighting conditions can affect face recognition. Try to avoid using Face unlock in dark environments, when there is glare on the screen, or when there is direct light on your face.
- Adjust the distance between your phone/tablet and your face to about 20–50 cm, and try to keep the camera facing your face. Lying down may cause your face to be slightly deformed. For security purposes, the unlock success rate may decrease.
- Check whether you are required to use a trusted device when using Face lock. Go to Settings > Require trusted device > Face Recognition > Require trusted device and turn off the switch.
1. Use the My HUAWEI app for hardware detection
Open My HUAWEI, and perform the following operations to test the cameras: Go to > Checkup > Camera > Test Cameras, and follow the onscreen instructions to complete the camera test. If an exception is detected, back up your data and take your device and proof of purchase to an authorised Huawei Customer Service Centre for assistance. If no exception is detected, go to the next step.
2. Re-enrol your facial data
If you fail to unlock your device several times, re-enrol your facial data. Go to Settings, search for and access Face Recognition, and delete your facial data. Then, re-enrol your facial data in a well-lit environment (where you are not exposed to direct sunlight, and where it is not too dark either). Make sure that the camera lens is clean and that your face is not covered.
3. Use the default theme
Face unlock may fail if you are using a third-party theme that is incompatible with this feature. It is recommended that you use the default theme.
4. Avoid using your phone/tablet in extremely cold environments, and make sure that the battery power is sufficient
Face unlock may not work properly if your phone/tablet is being used in a low-temperature environment for a long time and the battery level is low. In this case, please use your password to unlock the screen. You can try using Face unlock again in a warmer environment.
5. If the issue remains unresolved
If the issue remains unresolved, back up your data and take your device and proof of purchase to an authorised Huawei Customer Service Centre for assistance.