windows 10 hello camera not working

Question

First, I'm using Surface laptop 3 now and updated Windows 10 and Firmware an hour ago.

Also, I went into the device manager and checked that the camera was updated.

And when I entered the setup-system, I checked that the update was up to date and turned the computer off and on four times.

In addition, I also confirmed that 'camera access to this device is turned on' from the setup-personal-camera.

The camera app works properly.

My computer had a good camera recognition on Hello before Windows10 update. I always logged on to the computer with camera face recognition.

But after the update, 'Camera cannot be turned on. Log in using your PIN.' What should I do?

***Moved from: Windows 10 / Windows Hello, lock screen & sign-in***

Answer 1

Hi, yunachoi_0102!

Thanks for reaching out to Microsoft Community and posting your concerns. We are sorry to learn you have issues with your Surface Laptop 3's Windows Hello Function as it seems that it doesn't allow your face to be captured. Thanks for taking the time to let us know about this and allowing us to help you out.

Thanks also for indicating that the Camera app works fine. We might need to check the Surface UEFI screen.

• Select  Start> Settings > Update & security  > Recovery.
• Under Advanced startup, select Restart Now.
• Under Choose an option, select Troubleshoot > Advanced Options > UEFI Firmware Settings, and then select Restart.
• Select Devices, look for Camera (front and IR) then toggle them offand then back on.
• Press Exit, then hit Restart.

If that doesn't work, kindly go back to your Device Manager, select View, then choose Show hidden devices.

Expand Biometric devices, check if Windows Hello Face Software Deviceis present.

Then expand Cameras, check if the Microsoft Camera Front and Microsoft IR Camera Front are available.

With those drivers, please disable and re-enable them, then restart. 

If it will not work, kindly rollback the drivers and restart again.

We hope this helps you out. Otherwise, don't hesitate to respond to this thread if there’s anything else that needs to be addressed.  

Kind regards,

Janette_Z

Answer 2

Thanks Janette!  That worked!  Did 1 thru 5 and it worked!  First time in two years!

Hope it lasts.

Dale