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Surface Pro recognizes webcam as mouse and disables trackpad

Anonymous
2024-05-20T14:25:33+00:00

Minor inconvenience:

Our 5th gen Surface Pro (running Windows 10 Pro, build 19045.4412) disables the touchpad of the Surface Pro keyboard whenever we attach the Dell WB7022 UltraSharp Webcam and therefore the cursor disappears. Only if we change the touchpad settings of 'Leave touchpad on when a mouse is connected' to on, the touchpad stays usable and the cursor visible. Therefore the webcam must be recognized as a mouse. Although in the device manager the device is correctly listed in the camera category.

We are running the latest Dell Peripheral Manager version (1.7.4).

Any ideas on how to change this? Thank you to all of you in advance.

Surface | Surface Pro | Performance and maintenance

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  1. Anonymous
    2024-05-21T09:27:15+00:00

    Hi mbuschi,

    Welcome to Microsoft Community.

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

    I understand that you are experiencing an issue with your Surface Pro where the touchpad is disabled when you attach the Dell WB7022 UltraSharp Webcam.

    I apologize for the inconvenience this has caused you. Based on the information you have provided, it seems that the webcam is being recognized as a mouse, which is causing the touchpad to be disabled. To resolve this issue, you can try the following steps:

    • Rollback or Update Camera Drivers: Check for any available updates for your camera drivers in Device Manager and install them. If there are no updates, you might consider rolling back to a previous version of the drivers.
    • If none of the above steps work, you can try reinstall Drivers:
      • Right-click on the camera drivers and select Uninstall.
      • Restart your computer after uninstalling the camera drivers. Windows should automatically reinstall them.
    • Force a shutdown and restart your Surface: Force a shutdown and restart your Surface - Microsoft Support
    • Run the Surface Diagnostic Toolkit: Fix common Surface problems using the Surface app and Surface Diagnostic Toolkit - Microsoft Support
    • Dell Peripheral Manager Settings: In Dell Peripheral Manager, check if there are any specific settings related to the webcam that might be causing this behavior. Look for options related to device recognition or input devices.
    • Contact Support: If none of the above solutions work, consider reaching out to Dell Support for further assistance. They may have specific troubleshooting steps or updates available for your devices.

    By going through these steps, you should hopefully be able to resolve the issue of your Surface Pro recognizing the webcam as a mouse and disabling the touchpad.

    Your Sincerely

    Hahn. W - MSFT | Microsoft Community Support Specialist

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