New Surface Pro 13 inch and Windows Hello continuously keeps failing

Question

When I first set up the computer Windows Hello worked. Then after a day or two, it stopped working. Then I had trouble setting it up again, but finally it would work again randomly, and now it stopped working again and again can't get it to work. All drivers up to date and I have had it less than a week I think.

It's nice though to see September 2025 posts that have not been resolved though. Kind of shows that there is a working problem. Hope there is someone working on that problem?

Answer 1

Hi @MrShark ,

Welcome to Microsoft Q&A forum.

Regarding the intermittent Windows Hello failures, you are experiencing on your new Surface Pro 13-inch. This issue often relates to the synchronization between system firmware and the camera hardware. Please follow the initial troubleshooting steps below to isolate the cause.

Step 1/ Complete all Windows and firmware updates

• Go to Settings, select Windows Update, and click Check for updates.
• Ensure you install all available updates, especially those labeled Surface – Firmware or System Hardware Update. These packages contain the latest stability fixes for the Snapdragon processor and integrated IR camera sensors.

Step 2/ Run the Surface diagnostic toolkit

• Search for the Surface Diagnostic Toolkit in the Start menu and run the application.
• This tool performs a comprehensive check of your hardware components. Follow the prompts specifically for the camera and biometric sensors to identify and repair software conflicts that prevent the IR sensor from initializing.

Step 3/ Reset the camera driver

• Right-click the Start button and select Device Manager. In the Biometric devices section, right-click Windows Hello Face Software Device and select Uninstall device.
• Do not delete the driver software. Restart your Surface immediately. Windows will automatically reinstall the driver during the reboot process to resolve registration errors.

If the behavior persists after these steps, please open the Surface app on your device and navigate to the Help and Support section to open a support ticket. This allows Surface Support Engineering to review your system logs for a technical investigation.

Kindly update me on the outcome so I can further check if the problem persists.