My camera does not work consistently for facial recognition when signing in.

Hi Robert Dupper,

Thank you for sharing the details. If you have already tried the suggestions in the AI Answer, please continue with the following additional checks:

1.Test the front camera separately:

Open the Camera app and check whether the front camera starts consistently and displays a stable image. This can help determine whether the issue affects only Windows Hello or the camera itself.

2.Remove and reconfigure facial recognition:

Open Settings > Accounts > Sign-in options > Facial recognition (Windows Hello), select Remove, restart your Surface and then return to the same page to select Set up. This creates a new facial profile rather than adding to the existing one.

3.Check for optional driver updates:

Open Settings > Windows Update > Advanced options > Optional updates and install any available Surface driver updates.

4.Reinstall the camera driver:

Open Device Manager > Cameras, open Intel(R) TGL AVStream Camera or Intel(R) AVStream Camera, select the Driver tab, and choose Uninstall Device. Select Attempt to remove the driver for this device, complete the uninstall and restart the Surface so Windows can reinstall the driver.

5.Run Surface diagnostics:

Search for and run the Surface Repair Tool. If it is not supported on your device, use the Surface Diagnostic Toolkit instead.

If the front camera is also unreliable in the Camera app, the diagnostic tool reports a hardware issue or facial recognition remains inconsistent after these steps, I recommend contacting Surface Support for further diagnosis and possible service.

Could you also press Windows key + R, type winver and press Enter? Please share the Windows version and OS build shown in the window. This will help determine whether the issue may be associated with a specific Windows build.

I hope this helps. Please let me know what happens after trying these additional checks.

If you have extra questions about this answer, please click "Comment".  

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.