Share via

Surface Laptop 5 camera stays over-exposed for long before correcting

Anonymous
2024-05-23T07:35:25+00:00

Hi,

I have a Surface Laptop 5 with a strange behaving camera. When I attend a teams-call, or simply open the built-in camera app, the camera stays over-exposed for an extended period of time, before eventually correcting the exposure.

My colleague has another Laptop 5, purchased at the same time and doesn't seem to have the issue.

My suspicion was that this is a driver issue. I've tried the following:

  • checking and installing latest windows updates
  • installing the latest Surface app + updates
  • manually installing the driver package for the surface laptop (https://www.microsoft.com/en-us/download/details.aspx?id=104679) 
  • deleting the device from device manager and let windows reinstall the drivers automatically on reboot.

No luck. Might this be a hardware-related issue?

Any help or suggestions are welcome, the issue is workable but very annoying. I have to keep explaining to people in calls that my desk lamp is not that bright..

Surface | Surface Laptop | Sound and camera

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

0 comments

1 answer

Sort by: Most helpful
Most helpful Newest Oldest
  1. Anonymous
    2024-05-24T08:57:34+00:00

    Hello Thijs Beerkens,

    Welcome to Microsoft Community.

    After reading everything you've posted here, I've noticed that you've tried a few things in order to try to fix this.

    To be honest, all of the steps you listed here are correct, as these are also the steps we usually provide to our users. If the problem persists, let me recommend the Surface Diagnostic Toolkit for a complete diagnosis of your Surface Laptop 5:

    Fix common Surface problems using the Surface app and Surface Diagnostic Toolkit - Microsoft Support

    This is a toolkit specifically designed to diagnose Surface issues, and you can download it from the Microsoft Store.

    After completing the examination, please confirm the diagnostic results of the Surface Diagnostic Toolkit, and if there are other recommendations mentioned in the diagnostic results, do not hesitate to refer to and implement them.

    If all else fails to fix this problem, before I show you how to contact the Surface support team, let me suggest that you go into UEFI, turn off the camera function, and then try it again. The purpose of this operation is to restart the corresponding functions of the Surface, here are the steps to enter UEFI, you can refer to the video: 

    How to use Surface UEFI - Microsoft Support

    Image

    If the camera overexposure problem still exists, then I agree with your judgment, it may be a hardware failure of the camera, which needs to be checked or repaired by the Surface technical support team. Please allow me to provide you with contact steps for live support:

    1. Use your personal Microsoft account (not your organization account) to access the following links:

    Contact - Microsoft Support

    1. Type Surface, press Enter, and click "Contact Support" at the bottom:
    2. Select Technical Support and select the device model you are currently using in Produce family, then click Confrim:

    Image

    1. You will see contact options for Chat support and Phone support, please contact them during working hours to suggest contact:

    Image

    However, please allow me to kindly remind you that currently we have received feedback from some users that they encountered errors when contacting through Chat support, and we are investigating this situation. Therefore, if you cannot contact the Surface technical support team through Chat support, please try Phone support and leave your contact information according to the guidelines. Surface support will call you back.

    I wish you all the best.

    Best Regards,

    Mitchell | Microsoft Community Support Specialist

    0 comments