Surface Pro 7 camera doesn't work and light always on until reboot

Anonymous
2020-05-11T05:55:28+00:00

Hello! I have Surface Pro 7 i3 4/128 Gb. Camera works several times for Windows Hello and then stops, camera light always on until reboot. I have all updates.

I tried:

  1. uninstall camera in Device Manager;
  2. check and uncheck camera in UEFI;
  3. fresh start and reset;
  4. reinstall Windows with MediaCreationTool1909.

The last method helped me for a week, camera light stopped turns on for Windows Hello (only IR camera turned on) and camera worked. Now camera turns on again and stops after 2-10 times. How to fix it?

Surface | Surface Pro | Sound and camera

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  1. Anonymous
    2020-08-24T17:49:32+00:00

    Absolutely agree. Everyone in our office uses Surface Pro 7s. We have had an IT guy come in TWICE over the past year to try to solve this problem, to the tune of hundreds of dollars in invoiced time. A simple Google search shows that a myriad of people are experiencing this issue. Escalate this support ticket and fix the bug Microsoft. Stop wasting people's time by telling them to hard reset or update drivers when even experienced IT companies cannot solve this.

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  2. Anonymous
    2020-09-11T12:51:47+00:00

    I agree. I have been having the same issue for over a year. I went back and forth with Microsoft. I had them replace my surface and that still didn't solve the problem. 

    They refused to offer a credit/refund. The tech told me that he would want the same thing, but that Microsoft would not allow him to offer a refund/credit. Poor customer service on Microsoft part. 

    I was willing to buy another Microsoft product and future products. I will no longer purchase a Microsoft product after such a horrible experience. 

    Microsoft, escalate this and fix your mistakes. Have some integrity and do the right thing.

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  3. Anonymous
    2020-10-22T16:17:48+00:00

    It is happening with less frequency but still happening nonetheless. For example, I've been fine for the majority of the week and just know I started up my computer after my battery died while charging. Lo and behold same old error message "Something went wrong, please sign in with your pin"

    JANETTE OR ANYONE @ MICROSOFT: Are you going to offer your customers at least some sort of statement about this nuisance?

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  4. Anonymous
    2020-06-06T21:23:02+00:00

    Hello!

    Yes, it is.

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  5. Anonymous
    2020-05-12T15:53:16+00:00
    1. Does this light flicker or stay solid white?
    2. From the looks of it, the light seems to be from the IR Camera, but I may be mistaken. Is it possible for you to take a close up image of it?
    3. Does it also happen when the device is fully off? 
    4. In the meantime, please try to disable the camera via Surface UEFI to see if the same thing happens after disabling the front camera. Please disable this first then observe. After that, enable front camera then try to disable the IR Camera and observe which is actually having the issue.
    5. Once done, please try to do the following:

    ·         Run Surface Diagnostic Toolkit and make sure to complete the tasks.

    ·         Force shutdown the device and restart.

    1. Press and hold the power button until the screen turns off (about 10 seconds), then release the power button.
    2. Press and release the power button to turn your Surface back on. You should see the Microsoft logo.

    Hello! I did everything you wrote.

    1. The light stay solid white.
    2. The light from common camera. Here is a picture:

    IR camera is on too, but it turns off after a few minutes, and camera light stays on.

    1. No, only when device is on and this is fixed by reboot.
    2. When I turned off common camera Windows Hello worked good, when I turned off IR camera Windows Hello didn't work at all.
    3. I ran Surface Diagnostic Toolkit and did force shutdown and it did not help.

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