Surface Go 2/3 Blue Screen IR Camera

Anonymous
2024-10-25T13:51:28+00:00

Hello, I work in a district that has surface go 2s and 3s. Recently, they have been blue screening referencing ov7251.sys as the cause. Messing around with devices in the bios lead to the IR camera being the culprit and disabling it fixed it for now. However, while the IR camera is disabled, the regular camera is not detected and so video calls will not work.

Surface | Surface Go | Sound and camera

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  1. Anonymous
    2024-10-26T06:40:14+00:00

    Hello Steven,

    Welcome to Microsoft Community.

    This is because video calls require the use of IR cameras to capture footage.

    The ov7251.sys is indeed a driver for camera functionality, but simply disabling it is actually avoiding the problem rather than trying to solve it.

    If the problem is driver related, then my most direct recommendation is to manually download and install the appropriate driver and firmware package:

    Download drivers and firmware for Surface - Microsoft Support 

    Depending on your Surface Go model, download the matching driver and firmware pack, and after the installation is complete, restart your Surface and test to see if the problem reappears.

    If the problem no longer occurs, this table driver issue has been fixed.

    But if the problem persists, then it may be a hardware failure of a camera, which needs to be checked by the Surface technical support team.

    I can direct you to connect with Surface Live support through the Surface App:

    Open the Surface App (usually built into your Surface device, or you can download it from the Microsoft Store if you don't have one) and follow the procedure below:

    1. Click "Help and Support" and then click "Get Help".
    2. Briefly describe your problem in the text box, such as "The Surface Go camera driver is causing BSOD", and then press Enter.
    3. Click "Contact Support" at the bottom.
    4. Select "Technical Support" and click "Confirm".
    5. You will see "Chat support" or "phone support" options, please contact them during working hours, you will get one-to-one support services.

    I wish you all the best.

    Best Regards,

    Mitchell | Microsoft Community Support Specialist

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