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Surface Pro 7 - Front Camera Video Flickers Blue

Anonymous
2020-12-10T16:08:26+00:00

So my SP7 is a few months old and the entire time I've been plagued with headaches when I video conference. I'm a teacher and I teach online and in person all day. I just realized that it's from my video flickering blue constantly. It's like the white balance is constantly adjusting (so everything is tinted a cool blue), flickering between normal video and blue tinted nonstop.

ONLY the front facing camera (facing me!) flickers. I've recorded the video to my computer as well and can see the blue flickering so it's not a screen issue. 

Here's what I've done to try to fix this:

  • I've checked to see if it's an issue with software (Google Meet, Skype, Zoom). It does the flickering in all of them, including the Camera App. 
  • I've reset the camera app. This didn't help.

-I've uninstalled the device from device manager, reinstalled and tried both versions of the driver (the installation version and the newest update). It still flickers. 

  • I've run Surface Diagnostic Tool. It did not help. 
  • I have adjusted the "pro settings" of the Camera App and changed the White Balance to Daylight mode; This removed the flashing blue for that mode, but I can't carry on those settings into other apps. Auto White Balance flashes, so does Fluorescent. So It might be a driver issue with white balance... maybe?

What I have not done yet:

I have not done a system restore or fresh start...

I'm having a bad feeling this is hardware issues, not software. What are my next steps?

Thanks for your help.

Surface | Surface Pro | Sound and camera

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  1. Anonymous
    2020-12-15T00:31:10+00:00

    Hello Miranda Pellegrino,

    Thanks for posting your concern here. We're really sorry to learn that you're having an issue with your camera.

    In this case, for us to know whether this is a hardware or software issue, we recommend that you reset the Surface using a USB Recovery Image. This option reimages the entire device, including the partition on the hard drive. It is the most complete form of reset.  You must have at least 16GB/32GB of USB Flash drive and it must be formatted to FAT32 prior to downloading the Recovery Image.

    Note: This removes all the files and apps on your device. You will need to back up your data and reinstall the desktop apps or run updates after the completion. 

    To download the Recovery Image:

    1. Visit the page at http://www.surface.com/support/warranty-service-and-recovery/downloadablerecoveryimage
    2. Sign in with your Microsoft Account (this is the email address we asked you for at the start of the call)
    3. From the list of Surface devices available, select the device that you need a recovery image for

    Please note that while you will only be presented with devices that are currently registered on your account, you will also be presented with the option to get an image for a different type of device. If you try to use this option, you will be prompted to enter the serial number for that device 4. Download the recovery image using the button on the page 5. When the download bar pops up at the bottom of your screen, save the file in a location you will be able to find it.

     Format USB Drive:

    1. Insert your USB drive into the USB port of your PC.
    2. From the desktop, open File Explorer
    3. Tap and hold or right-click on the USB drive and choose Format
    4. Select FAT32 as the file system and enter a Volume label to name the USB drive, such as RECOVERY, and then tap or click Start
    5. Tap or click OK to erase the contents of the USB drive
    6. Tap or click OK when the format is complete

    Create a recovery drive:

    1. On your Surface or PC, open recovery image that you downloaded by double-clicking it
    2. At the top of the window tap on Extract and then Extract all. Select the USB drive you formatted earlier for the location and click Extract.

    Perform USB recovery image:

    1. Turn the Surface off by pressing the power button
    2. Insert the USB recovery drive into the USB port
    3. Press and hold the volume-down (-) rocker
    4. Press and release the power button
    5. When the Surface logo appears, release the volume-down (-) rocker
    6. When prompted, choose your language options and keyboard layout
    7. Select Troubleshoot
    8. Select System Image Recovery. Recovering this PC. If prompted for BitLocker Key, tap Skip this Drive.
    9. If prompted, select Repartition the drives

    After the completion, if the issue persists, then we know it's a hardware issue. For any hardware concern, kindly contact Microsoft Surface Support to seek options for your device or possible exchange. If you're located outside United States, see Global Support. Replacement cost applies to out of warranty device and for further assistance.

    Kind regards,

    StevenK

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  2. Anonymous
    2021-02-02T21:11:09+00:00

    Has anyone tried this and did it work? My brand new surface pro 7 has the same issue and I am getting ready to return it and purchase a mac!

    2 people found this answer helpful.
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  3. Anonymous
    2021-02-03T16:23:54+00:00

    Hello, this did not solve my problem. It consistently flashes still. I'm going to have to put in a repair request. Thanks for your help.

    2 people found this answer helpful.
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  4. Anonymous
    2021-02-26T19:09:23+00:00

    So Microsoft replaced the SP7. The new one has the same problem. Is this a hardware defect?

    Here's video of the blue flashing: https://www.dropbox.com/s/liyq5iu2zac1saw/SP7_BlueCameraWhiteBalanceIssue.mp4?dl=0

    5 people found this answer helpful.
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  5. Anonymous
    2021-03-08T18:43:46+00:00

    So Microsoft replaced the SP7. The new one has the same problem. Is this a hardware defect?

    Here's video of the blue flashing: https://www.dropbox.com/s/liyq5iu2zac1saw/SP7_BlueCameraWhiteBalanceIssue.mp4?dl=0

    Can I permanently change the advanced webcam settings so White Balance is not set to "AUTO" by default? Every time I change it, it defaults back within a few minutes. I have done this through skype, through other means as well. I cannot get the camera settings that I apply to stay.

    2 people found this answer helpful.
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