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10/23/19
"Face enrolment didn't work." Face Unlock malfunctioning on new Pixel 4, can't configure. 0 Recommended Answers 84 Replies 94 Upvotes
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Last edited 12/6/19
My new Pixel 4 arrived last night, so I started setting it up, transferring things over from my Pixel 2, etc etc.
I got through the Face Unlock setup, where everything behaved pretty well, and it was all smooth and quick and nice.. until this morning.
The face verification just completely stopped working.
I noticed it first with 1Password, but everything else on the phone that used it stopped working too.
Given that I was setting up lots of things, and logging in to all sorts of apps, websites, etc, I was using the biometric unlock feature in the 1Password app a lot and probably doing the face unlock dozens of times per minute as I bounced between 1Password and other things.
Next, I tried to delete the face data in Settings > Security and go for a clean slate, but after I pressed the "delete face data" button, it popped up the little rounded notification at bottom-centre of the screen and just said something like "can't verify face" while I was trying to delete the malfunctioning face data.
After that, I did a complete factory reset, and when it came back around to the Face Unlock setup section, I got this:

"Enrolment was not completed.
Face enrolment didn't work."

It just popped up that error straight away and didn't even bother trying to go through the setup again.
So now I don't know what to do next. Does anyone have any suggestions? Thanks in advance!
All Replies (84)
10/23/19
If you skip setting up face unlock and finish setting up your device, are you able to set it up after the fact through the security options on your device? If not, try it again when running your phone in safe mode.
 
If neither of those options work, I would suggest contacting your place of purchase or Pixel Support right away.
Last edited 10/23/19
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10/23/19
Thank you for the suggestion, Brian!
I tried it again in safe mode, but it was still the same result, unfortunately.
I'll go through the RMA process under warranty and have it replaced.
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10/23/19
Same problem happened to me at least my retailer was nice about it and understood. They are sending me a replacement unit as well.
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10/23/19
I had this same issue but then I finished setting up the computer and then rebooted the phone and it works now. Not a good start for when you just open up a phone...
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10/23/19
I am having the same issue. This error occurred while setting up the phone. Did anyone find a fix? I don't think this is a hardware issue.
I have contacted the pixel 4 support team. They said, they will get back to me.
Last edited 10/23/19
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10/23/19
Same issue as well on a new Pixel 4 XL.

Extremely disappointing as this is a signature feature on the Pixel 4...

Returned the Pixel 4 XL same day.
Last edited 10/24/19
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10/24/19
I had that problem but now I cannot even get there it just keeps saying "Settings Future keeps stopping" No one at Google so far seems to know what this issue is and after system install and new updates still cannot even get into the face unlock app to try to set it up
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10/24/19
I am also in this same situation. Upon entering face unlock configuration, it simply presents the didn't work message. I can use the phone with a pin but the non-functional face unlock and lack of a Fingerprint reader isn't fun.
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10/24/19
Same problem. Google dropped the ball, again.
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23 hr
Mine doesn't work either!!! Grrrrr!!!
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