Windows Hello not detecting integral Camera on Surface Pro

Question

I have a brand-new Surface but the settings say that a compatible camera cannot be detected. It should work but cannot figure out how to sort it out.

***Post moved by the moderator to the appropriate forum category.***

Answer 1

Hi Amanda#01,

Thank you for reaching Microsoft Community. I'm sorry to hear about the issue you are having with the Windows Hello camera on your new Surface Pro 8.

Does the issue only occurs on on the Windows Hello camera? How about when opening the Camera app of the device then using the front and rear camera, are they working fine?

Please try first to boot the device to its UEFI screen. See this page: How to use Surface UEFI (microsoft.com) for the steps on how to get to the UEFI screen. Once you are on the UEFI screen, go to Devices. Check if the IR camera option is enabled. Enable if not but if it is already enabled, please disable the option first then select Exit > Restart now. After the restart, boot back to the UEFI screen and enable the IR camera back.

If still the issue persist, please run these steps below:

1: Run Surface Diagnostic Toolkit

See: Fix common Surface problems using the Surface Diagnostic Toolkit (microsoft.com)

2: Check for Windows Update

Go to Windows Settings > Update & Security and select Check for updates

Make sure all updates need are installed including Optional updates

3: Update drivers and firmware

Check what is the current OS Build of your Windows version by going to Settings > System > About. 

Go to Download driver and firmware for Surface, choose Surface Pro

Then click the link next to Surface Pro 8 then click Download on the next page.

Choose the .msi file that matches your current OS Build and click Next.

After downloading, run and install the .msi then Restart. 

4: Run System File Checker Tool

See: Using System File Checker in Windows (microsoft.com)

Hope this helps.

Answer 2

Thank you so much for replying.

My laptop is a Surface Laptop Go .Not a Pro 8. I bought it from Currys and it is advertised as having a camera that is compatible with Windows Hello. The same laptop is advertised in John Lewis as being compatible too. I'm wondering whether the adverts are wrong because I have read elsewhere that this model only has the finger print and not facial recognition for Windows Hello.

How can I check this? otherwise, I will have to take it back to the shop. Many Thanks.

Answer 3

Hi Amanda#01,

Thank you for the response and for clarifying.

I'm sorry but the Surface Laptop Go does not support Windows Hello Face Recognition. Unlike other devices where Windows Hello Face sign in is available for Security (Surface Pro 8 for example: Surface Pro 8 – The most powerful Pro – Microsoft Surface), the Surface Laptop Go has the Windows Hello one touch sign-in using the Fingerprint Reader Power button (New Lightweight Surface Laptop Go – The Everyday, Everywhere Laptop – Microsoft Surface).