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Windows hello 'couldn't turn camera on ,make sure it's working properly'

Anonymous
2020-09-29T13:07:25+00:00

Hi, 

I have purchased the Microsoft Surface for 2 months and had been using Windows hello face.  However, Hello Face stopped working last week with the above error message.  When I try to re-setup Windows Hello Face, the above error message came on.

I have checked the drivers are up to date in the device manager.  

Is there something else I can do?

Thank you

Regards

KL

Surface | Surface Laptop | Sound and camera

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  2. Anonymous
    2020-09-30T01:05:57+00:00

    Hi KLTAN1,

    Thank you for reaching Microsoft Community. 

    Which configuration of Surface Laptop do you have? Is it the AMD or Intel processor? 

    Please run these steps first on your Surface Laptop 3 then check if still 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 Laptop 3 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: RunSystem File Checker Tool in Windows 10

    If still the issue persist, please try to boot your Surface Laptop 3 to its UEFI screen. Kindly check this page for the steps on How to get to the UEFI settings. Once you are on the UEFI screen, please go to Devices and look for the IR Camera option. Make sure it is enable. If it is already enabled, disable it for about 10 seconds then back to enable. Choose Exit after then click Restart now. After the restart, please check if still the issue persist. 

    Hope this helps.

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