Hello fellow proud owners, ever since I picked my new E350 from the dealer I cannot seem to set up the facial recognition camera and am stuck to using the keypad every time I get into the car.

Has anyone experienced similar issues or does anyone know of a fix for this? Hoping I can get this sorted.
Thanks guys! View pics attached:


After clicking on set-up button

 

I've not ran into this myself but have had times when it failed to recognize my face and I had to use my pin. Sometimes when entering my pin it would finally recognize me before finishing and start my profile. I think it's caused by either not looking forward while it tries to recognize you or if it's too bright or dark in the car. Be sure to look forward and that the lighting is not too extreme when setting it up. If that still doesn't work, you could turn off profile protection and skip having to use the pin. If you are the only driver then that would not be an issue. If others drive it, they could alter your profile.

 

Like Wolf, my facial recognition works, but there are times it will ask for pin and as I put it in, then goes right into my system. I think, like Wolf states, you must be facing the camera.
Roadrunner.

 

I will test this tomorrow and stare at the camera directly. Hopefully, it works. If not, I will have to take it to the dealer for the next service to report the issue.

 

I still face the same problem no matter how long or clear I stare at the camera, both during the day and evening with great lighting, and still get the same issue.
I will be taking to the dealer next week to get something checked out and will have to mention the facial recognition issue.

 

I just got my car and am having the same issue. Did they solve this?

 

Just realized this was just posted. Nevermind, I'll follow up.

 

I solved it only by updating the software at the dealer.

 

Nice! Glad you got it resolved. Do you know the before and after versions?

 

MB confirmed an open service campaign for the mbux software update. Unfortunately, my local dealer is booked until late October unfortunately so looks like I will have to deal with the issue until then. Currently, I have just turned off biometrics so that I don't have to keep typing in my PIN upon entry every time. Glad to hear that the software update fixes the issue.

 

Same here. Just purchased certified used 2024 E350 and keep getting same error message.

 

For those wondering, this issue was solved for me by taking it to the dealer and having them perform a software update.