Surface Pro 8 Camera Not Working - yet white light remains on?

Anonymous
2023-06-06T16:36:41+00:00

Split from this thread.

I too have a similar problem with the camera and Surface Pro 8. I use Windows Hello to log in and after the device has been left for some time the device will unlock but if you then try to use video in a Teams call the screen will be blank and it will report that no camera is present. I have run Windows update, Updated the camera drivers, and run the surface app to check the firmware is up to date. run the Surface hardware diagnostic tool. None of these found any problem.

I have updated the Teams Client, and tested with both the desktop and web client. when having the issues and the problem it present on both.

I full reboot will get the camera working but that is not possible when in the middle of a call.

The only way to fix it without rebooting is to open the device manager and disable and then enable the camera. This will normally fix the video in Teams.

We are a small company but we all run Surface Pro 8's managed by Autopilot/Intune with very little in the way of additional software. All are less than 12 months old. More than 50% of the staff are having issues with video calls within Teams after a period of inactivity.

Surface | Surface Pro | Sound and camera

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  1. Anonymous
    2023-06-13T09:49:06+00:00

    It has been a few days since my last post and I continue to have problems with the camera. After a period of inactivity, the Surface will not unlock using Windows hello. It just refuses to wake up or even give you the option to use a password/pin. If you disconnect it from the dock you can sometimes git it to log back on but at other times you either have to hard boot or it just restarts. Just this morning after jut 10 minutes of inactivity the screen would not unlock and then it blue screened with stop code error - iacamera65,sys failed. This all points to an issue with the camera but the drivers/firmware are all up to date.

    Ken

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  2. Anonymous
    2023-06-14T23:53:33+00:00

    Despite of all the steps we have tried to resolve the issue. It would be more beneficial for you to contact our assisted support team so they can check and troubleshoot your device remotely. You may reach them by following the instructions below.

    1. Go to Contact Us - Microsoft Support
    2. Choose how you would like to get support for your Surface device.
    3. Type in the problem you need help with.
    4. Look at any available solutions offered and select Contact Support.

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  4. Anonymous
    2023-09-01T00:34:30+00:00

    If I don't use Windows Hello, the camera is more stable, but still has a potential to not work time to time, so have to restart it. If I use Windows Hello, for sure it will not even last 1 day. I bought this device thinking its Microsoft so they must be able to integrate the hardware much better, but my Dell PC is far more stable with Windows Hello and the camera. The troubleshooting and hardware replacement are not fixing the issues, this is a software/hardware integation issue. Can we get Microsoft to pay a bit more attention to this problem please?

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  5. Anonymous
    2023-09-01T07:34:00+00:00

    We run a number of Surface Pro 8 in our company and use Teams meetings extensively. We had several devices that were having the same issue with the camera not working it was more prevalent with users who also used face recognition and Windows Hello. I went through extensive troubleshooting with Microsoft support supplying advance surface diagnostics logs. The answer was there was an issue with the camera driver but no date for an update. You would have hoped for better when the company are in control of the hardware, O.S and software.

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