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
    2021-04-24T16:10:24+00:00

    I have the same problem on my Surface Book 3. And I also had several other Surface devices before. Among others, the Surface Book 2 and the Surface Pro (5) and they had exactly the same bug.

    My Surface Pro 5 at work doesn't use Windows Hello and the problem doesn't occur there. I strongly suspect that the problem has to do with Windows Hello.

    What is the solution for the €2400 device?

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  2. Anonymous
    2021-04-15T23:11:38+00:00

    Still having the same issue. Microsoft plays dumb and acts like it isn’t an issue.. I went back to a MacBook. It’s too bad. The surface has so much potential. It’s pretty sad that they can’t fix this issue for over a year.

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  3. Anonymous
    2020-09-21T18:02:52+00:00

    Dear Microsoft, PLEASE ADDRESS THIS!

    We are all waiting for a fix.  It's been a bug since day one.

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  4. Anonymous
    2020-05-25T06:05:13+00:00

    It didn't help me. After that I reinstalled Windows using a USB Recovery Image with Fully Clean the Drive option and it helped me for about 10 days. Common camera didn't turn on for Windows Hello and now it again turns on.

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  5. Anonymous
    2020-05-11T16:24:15+00:00

    Hello, Daniil_R!

    Thanks for reaching out to Microsoft Community and posting your concerns regarding the camera on your Surface Pro 7. Thanks for taking the time to let us know about this and allowing us to help you out. Please allow us to ask questions so we will understand the situation better. Does this light flicker or stay solid white?

    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? Does it also happen when the device is fully off? 

    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. Instructions to go to the Surface UEFI are posted on the link above.

    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.

    If that doesn't work, here's how to make sure your Surface turns off completely:

    Press and hold down the power button until your Surface restarts and you see the Windows logo screen (about 20 seconds), then release the power button.

    We hope this helps. Otherwise, don't hesitate to respond to this thread if there’s anything else that needs to be addressed. 

    Kind regards,

    Janette_Z

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