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How do I fix a "camera not compatible with Windows Hello error" in my brand new Microsoft Surface laptop

Jenny Anderson 0 Reputation points
2025-08-13T04:06:00.8833333+00:00

I have a brand new Microsoft Surface Laptop. Out of the box, the camera won't work to sign in with Windows Hello. It says the camera is not compatible with Windows Hello.

Have been through the troubleshooters, updated the drivers in Device Manager, uninstalled and refound them.

Sat with Microsoft support for three hours doing a factory reset. When I turned it on again it still didn't work.

Took it back and the shop where I bought it exchanged it for a new one.

The new one is doing exactly the same thing. Any suggestions or ideas? I feel like I am going around in circles.

Surface | Surface Laptop | Sound and camera

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  1. Jeric 800 Reputation points Independent Advisor
    2025-08-13T14:43:16.33+00:00

    Hi Jenny,

    If Windows Hello facial recognition isn’t working on your Surface Laptop, first check Device Manager > Cameras to see if an IR camera (Surface Camera Windows Hello) is listed. If only a regular front camera appears, the device may not support facial recognition. Go to Settings > Accounts > Sign-in options to confirm if Windows Hello is available. If it’s grayed out, it could be a hardware or firmware issue. Next, check for updates under Windows Update > Advanced Options > Optional Updates, and install any listed under “Surface Firmware” or “Camera.” Lastly, run the Surface Diagnostic Toolkit from Microsoft’s site to check for compatibility issues. Let me know if any of these will work on your end.

    Best,
    Jeric.

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