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have a problem with my face ID it is freezing at make sure your face is centered at the frame, what can i do?

Anonymous
2025-06-27T00:27:26+00:00

have a problem with my face ID it is freezing at make sure your face is centered at the frame, what can i do?

Surface | Surface Pro | Sound and camera

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  1. Anonymous
    2025-06-27T07:45:06+00:00

    Hello, Omar Ayman4,

    Thank you for your feedback. The Face ID card on Surface Pro may be caused by a camera issue or software malfunction when prompted to “Ensure your face is centered in the frame.” Here are some troubleshooting solutions:

    Ensure your device has the latest updates by checking for updates using the Surface app (Microsoft Store).

    Run the Windows Hello Troubleshooter (Microsoft Support).

    Check if the camera is functioning properly. If there are issues, refer to Surface Camera Not Working.

    After logging in with a PIN or password, reset Windows Hello facial recognition.

    Troubleshoot problems with Windows Hello on Surface - Microsoft Support

    If the issue persists, contact Chat for further assistance.

    Go to the following website: Contact - Microsoft Support.

    Enter surface

    Click on Get Help.

    Click on Contact Support.

    Select the surface.

    Select surface pro

    Click Request support for a Microsoft accessory

    **Note：**Surfaceis now supported on Microsoft Q&A | Microsoft Learn. 

    Starting from June 27, 2025 , new questions must be posted there. Existing discussions will remain accessible on Microsoft Answers until [June 29, 2025]. 

    Customers will be redirected to Q&A starting [June 30, 2025]. 

    https://learn.microsoft.com/answers/questions/

    Best regards,

    Lizzie-Z| Microsoft Community Support Specialist

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  2. Anonymous
    2025-06-27T17:12:46+00:00

    Still have the same issue I cannot make a face I'd (hello windows), when I checked my camera application it seems that's working fine and face focus is functioning properly and I can see a face frame not like when I am trying to set up my face id there is no frame to center my face in

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  3. Anonymous
    2025-06-28T02:00:03+00:00

    I am trying to solve the problem here but there is no use and there is no support from Microsoft side. I need someone either to send me a location for Microsoft workshop in United Arab Emirates or a link for a teams verbal support.

    It is not OK to purchase a product with malfunctioning features and not to receive proper assistance.

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