SurfacePro 9 - IR camera LED dimmed

Question

My SurfacePro9 IR camera LED is very dimmed when camera is activated. It's a completely different situation than in case of any of my previous devices with IR cameras. E.g. SurfacePro 7 LED was bright red when on. Additionally, Windows hello face recognition functions poorly, I would say with 50% accuracy.

How does it look like in case of other SurfacePro 9 pieces? Does IR camera LED sheen brightly, or it is dimmed too?

regards

Lukasz

Answer 1

Hi Lukasz, 

Welcome to Microsoft Community.

I'm Hahn and I'm here to help you with your concern.

It's unusual for the IR camera LED on your Surface Pro 9 to be dim. Typically, the LED should be bright enough to indicate the camera's active status clearly. The dimmed LED and poor Windows Hello face recognition performance suggest there may be an issue with the IR camera on your device. Here are a few steps you can take to troubleshoot this issue:

Here are a few steps you can try to potentially improve the situation:

• Update Drivers and Firmware: Ensure that all your device drivers and firmware are up to date. You can do this through the Surface app or Windows Update.
• Manually update Surface drivers and firmware: Download drivers and firmware for Surface - Microsoft Support
• Run the Surface Diagnostic Toolkit: Fix common Surface problems using the Surface app and Surface Diagnostic Toolkit - Microsoft Support
• Improve Recognition: Go to Start > Settings > Accounts > Sign-in options > Facial recognition (Windows Hello) and select Improve recognition. This can help enhance the accuracy of face recognition.

Regarding the brightness of the IR camera LED in other Surface Pro 9 devices, it's best to compare with another unit if possible, either at a Microsoft Store or with someone who owns the same model.

I hope this helps! Let me know if you have any other questions or need further assistance.

Your Sincerely

Hahn. W - MSFT | Microsoft Community Support Specialist