Does the Surface Laptop Go 2 support windows hello Facial Recognition.

Question

Does the Surface Laptop Go 2 support windows hello Facial Recognition.

Anonymous

I have been trying to get my Windows Hello facial recognition working on my Surface Laptop Go 2 for ages, in the end I raised a ticket with Microsoft. They contacted me and we went through updates and driver stuff, in the end we couldn't get it to work and they said they will replace it under warranty, so I sent it off.

In the mean time I started reading more about it and I get mixed answers to whether the Surface Go 2 actually supports facial recognition. I though it worked under Win10 (I could be mistaken it was over 12 months ago) and upgraded to Win11 where I believe it stopped working.

Can anyone (preferably from Microsoft) confirm if it is supported on a Surface Go 2 with either Win10 or Win11?

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.

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3 answers

Answer 1

Hi Kelvin 273,

Thank you for reaching Microsoft Community.

Based on your description, we understand that you are having issues on your Surface where you are unable to set up Windows Hello Facial Recognition.

First, I would like to clarify and make sure which Surface device do you have? Is it a Surface Go 2 or a Surface Laptop Go 2. See these page for reference:

Find out which Surface model you have - Microsoft Support

Surface Laptop Go 2 features - Microsoft Support

Surface Go 2 specs and features - Microsoft Support

If it is a Surface Laptop Go 2, Surface Laptop Go 2 does not support Windows Hello Face. You may instead use the Windows Hello Fingerprint.

If what you have is a Surface Go 2, this model supports Windows Hello Face. May I know if you get an error message when you try to set up Windows Hello Face? If yes, please provide us with the error message.

How about the other cameras like when you open the Camera app and take photos, does the front and rear camera works fine?

Try also doing these steps below:

In Device Manager, right-click (or press and hold) on your camera, and then select Properties.
Select the Driver tab, then select Uninstall Device. Select the check box for Attempt to remove the driver for this device, then select OK.
In Device Manager, on the Action menu, select Scan for hardware changes.
Wait for it to scan and reinstall updated drivers, restart your PC, and then try opening the Camera app again.

Let me know how it goes.

Kind regards,
Marrion

Answer 2

Hi Marrion,

I have the Surface Laptop Go 2 and thank you for clarifying my question.

The ticket I raised was for facial recognition not working so I am now more puzzled why my laptop was returned for repair if this is not a feature of the Surface Laptop Go 2. I wish I was told this when I raised the ticket, the exchange process hasn't gone so smoothly.

Regards

Kelvin

Answer 3

Hi Kelvin 273,

Thank you for the response and for confirming the exact model of your Surface. I'm not sure why you were advised to send back the device for repair even if the feature is not supported on the device but in behalf of our live support, I apologize for the inconvenient experience you had especially with the exchange process.

Thank you also for spending time here with us in the Community and it is my pleasure to assist you in sorting this out.

Kind regards,
Marrion

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