Camera Code 10 Power Failure

Question

I spent 12 hours trying to fix either missing drivers or Code 10 power failure for internal camera. Hello Windows can't turn the camera on anymore. I've tried almost 20 fixes, including using the admin PowerShell and the firmware UEFI trick. Nothing works. I don't know what else to try. I will not do a fresh install there has to be some other way. The yellow exclamation marks are present on Front Camera, Rear Camera, and IR Camera Front.

What I’ve learned after 12 hours of hunting… is the camera does not show up in my Imaging Device, only my printer is listed there. When I try to Add Legacy Device into Imaging Device it tells me "we found your drivers but there was a problem installing." And the Troubleshooter ends with no more solutions. It will not let me put any Front Camera, Rear camera, integrated webcamera, any camera at all into the Imaging Device.

Also the USB video device driver is listed under these cameras, not from Intel but from Microsoft, but I get a warning box about installing them. Something about Windows can’t verify it’s compatible with hardware. These 2 issues I believe are the root causes so far but can’t verify and out of ideas.

Currently there are two of the same cameras showing up in device manager:

Intel AVStream Camera 2500 (Version 2018) no rollback

Intel AVStream Camera 2500 (Version 2019) rollback available

Should I delete the 2018 cam and only be working with the latest 2019? Why won’t they show up in the Imaging Device alongside my printer? Should I download the native driver for USB Video Device from Microsoft into the (Intel) camera properties, even though I get a dialog warning saying it could cause instability?

Edition         Windows 10 Home

Version         20H2

Installed on  ‎9/‎17/‎2020

OS build       19042.746

Experience   Windows Feature Experience Pack 120.2212.551.0

SYSTEM INFORMATION:

OS Name      Microsoft Windows 10 Home

Version         10.0.19042 Build 19042

Other OS Description       Not Available

OS Manufacturer   Microsoft Corporation

System Name        <private>

System Manufacturer           Microsoft Corporation

System Model        Surface Pro 6

System Type x64-based PC

System SKU Surface_Pro_6_1796_Consumer

Processor     Intel(R) Core(TM) i7-8650U CPU @ 1.90GHz, 2112 Mhz, 4 Core(s)

BIOS Version/Date Microsoft Corporation 235.3261.768, Not Available

SMBIOS Version     3.2

Embedded Controller Version           255.255

BIOS Mode  UEFI

BaseBoard Manufacturer           Microsoft Corporation

BaseBoard Product           Surface Pro 6

BaseBoard Version Not Available

Platform Role         Slate

Secure Boot State  On

PCR7 Configuration           Elevation Required to View

Windows Directory           C:\WINDOWS

System Directory           C:\WINDOWS\system32

Boot Device          \Device\HarddiskVolume1

Answer 1

Hello Aquarian76,

Thanks for keeping me posted. I'm really sorry for the delayed response.

We totally understand your concern of losing those files. In this case, please give these troubleshooting steps a try to isolate the issue:

• **Run Surface Diagnostic Toolkit and check for Windows Update.**Restart the Surface after installing updates.
• Updatedrivers and firmware Check what is the current OS Build of your Windows version by typing winveron the search barnear the Windows logo.

Go to **Download driver and firmware for Surface,**choose (your Surface model) then click Download.
Choose the .msi file that matches or nearest to your current OS Build and click Next.
After downloading, run and install the .msi then Restart.

Disable and enable Windows Biometric service:

• Press Windows key + R, to open Run dialog box. Type services.msc and click on OK.
• Look for Windows Biometric Service, double click on it and click on Stop.
• Now, go to C:\Windows\System32\WinBioDatabase, take a backup of all the files inside the WinBioDatabase folder. After taking a backup of the files, delete all the files.
• Now, open Services by following step 1 and 2, and restart the Windows Biometric Service.
• Go to Start >> Settings >> Accounts >> Sign-in options and register the Face data again.

Let me know how the issue progresses.

StevenK

Answer 2

I don't want a fresh install. I spent hours setting up the desktop and adding personal files. The tablet is ready for travel right now, to which I'm leaving next week. Except I can't video chat. While it's not the end of the world that I can't video chat, I consider the Hello Windows a security feature. There's something missing, like maybe a video codec, registry file, ect. Everything else about the tablet works fine currently. I have a feeling there's something else I can try.

Answer 3

I noticed you hadn't answered my specific questions what I'm asking, is this because you're not sure or... giving a generic answer is faster?

Answer 4

Hello Aquarian76,

Thanks for posting your concern here. We're sorry to learn that you're having a problem with the camera.

In this case, we would highly recommend that you reset the Surface using a USB Recovery Image. This option reimages the entire device, including the partition on the hard drive. It is the most complete form of reset.  You must have at least 16GB/32GB of USB Flash drive and it must be formatted to FAT32 prior to downloading the Recovery Image.

Note: Thisremoves all the files and apps on your device. You will need to back up yourdata and reinstall the desktop apps or run updates after the completion. 

To download the Recovery Image:

---

1.     Visit the page at http://www.surface.com/support/warranty-service-and-recovery/downloadablerecoveryimage

2.     Sign in with your Microsoft Account (this is the email address we asked you for at the start of the call)

3.     From the list of Surface devices available, select the device that you need a recovery image for
Please note that while you will only be presented with devices that are currently registered on your account, you will also be presented with the option to get an image for a different type of device. If you try to use this option, you will be prompted to enter the serial number for that device

4.     Download the recovery image using the button on the page

5.     When the download bar pops up at the bottom of your screen, save the file in a location you will be able to find it.

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Format USB Drive:

1.     Insert your USB drive into the USB port of your PC.

2.     From the desktop, open File Explorer

3.     Tap and hold or right-click on the USB drive and choose Format

4.     Select FAT32 as the file system and enter a Volume label to name the USB drive, such as RECOVERY, and then tap or click Start

5.     Tap or click OK to erase the contents of the USB drive

6.     Tap or click OK when the format is complete

---

Create a recovery drive:

1.     On your Surface or PC, open recovery image that you downloaded by double-clicking it

2.     At the top of the window tap on Extract and then Extract all. Select the USB drive you formatted earlier for the location and click Extract.

Perform USB recovery image:

1.     Turn the Surface off by pressing the power button

2.     Insert the USB recovery drive into the USB port

3.     Press and hold the volume-down (-) rocker

4.     Press and release the power button

5.     When the Surface logo appears, release the volume-down (-) rocker

6.     When prompted, choose your language options and keyboard layout

7.     Select Troubleshoot

8.     Select Recover from a drive. If prompted for a recovery key, select Skip this drive at the bottom of the screen. 

9.     If prompted, select Repartition the drives.

After the completion, if the issue persists, then it could be a possible hardware failure. We suggest contact Microsoft Surface Support to seek options for your device. If you're located outside United States, see Global Support. 

Hope this helps.

StevenK