Windows Hello can't turn camera on

I just got all the latest Windows updates a week ago or so including the FW updates. Everything worked fine for about a week, including my Windows Hello logon via the camera. Now regardless of whether I do a restart or shutdown/turn on, I get a message at the logon screen that says Windows couldn't turn my camera on. Also under sign-in options I see a message that says "Windows hello is preventing some options from being shown" and I don't see any sign-on option using the camera. The camera works fine from other apps. At startup I didn't see the usual red light come on so I assume this is the IR camera/driver/service that is at fault here.

Hello Everyone,

The update to resolve this issue has gone live on Windows Update (you can obtain this fix by checking Settings > Update & security > Windows Update. Once installed, the update will require a reboot to initiate the change)The specific driver will be listed asSurface – System –”.

This update addresses an issue that recently impacted the Windows Hello experience on a small number of Surface Pro 4 devices. For the majority of devices, this update will only increment the version number without any functional changes.


BryanH [MSFT]

Microsoft Surface Team

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Question Info

Last updated August 14, 2020 Views 12,071 Applies to: