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surfacepro Face recognition not working. camera not turning on

surface pro Face recognition logon not working. appears the camera is not turning on.

its been intermittent and works sometimes but stopped working completely now. I now need to sign in with my passcode

Answer
Answer

Hi frankie502,

Thank you for reaching Microsoft Community.

How about the other cameras of the device, are they working fine like if you access the Camera app and use the front or rear camera to take a photo?

When you go to Windows Settings > Account > Sign-in options > Windows Hello Face, are you presented with an error message? if yes, please provide us with the error message.

Kindly run these steps for now then check if the issue persist:

1: Run Surface Diagnostic Toolkit and check Windows Update

2: 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 6 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.

3: Run System File Checker Tool in Windows

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Question Info

Last updated February 28, 2023 Views 106 Applies to: