Surface Go - Face Recognition function not working - After 1903

Discussion in 'Surface Go' started by Randy Reitmeyer, Jul 8, 2019.

  1. Randy Reitmeyer

    Randy Reitmeyer New Member

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    After upgrading to the most recent windows 10 (1903) the face recognition stopped working. I uninstalled the camera and then reinstalled it. Even downloaded the most recent driver and installed that too, but to no avail. When trying to log in I get the "Couldn't turn on the camera. Please sign in with your pin."

    Any suggestions out there?
     
  2. jnjroach

    jnjroach Administrator Staff Member

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    Install the cumulative update for 1903 and it should include the fix....
     
  3. Randy Reitmeyer

    Randy Reitmeyer New Member

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    Thanks for your feedback. I installed the cumulative update and rebooted but it didn't solve the issue. I checked that the front facing camera is working. I also checked and it appears that the rear facing camera is not working.
     
  4. Randy Reitmeyer

    Randy Reitmeyer New Member

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    When I tried to use the url provided I get the following error: "We're sorry, this download is no longer available."
     
  5. jnjroach

    jnjroach Administrator Staff Member

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    Is your device a corporate joined or personal device? There are some Group Policies that disable Windows Hello...
     
  6. Randy Reitmeyer

    Randy Reitmeyer New Member

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    This is a personal device. The Group Policies don't appear to be the problem. By the way, in checking again today both the front and main (rear) cameras are operational. It's almost like the Hello Face function can't find the front camera to turn it on...but it's there.

    I need to add that I now see that I can't re-setup the Hello Face function because it now says "We can't find a camera compatible with Windows Hello Face." Also, the system did update the camera driver automatically to Intel driver 30.15063.6.6082.
     
    Last edited: Jul 11, 2019
  7. jnjroach

    jnjroach Administrator Staff Member

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    I have same driver version as you, Windows Hello also uses the Biometric Driver

    upload_2019-7-11_6-56-6.png

    Are you missing any Firmware updates?
     
  8. Randy Reitmeyer

    Randy Reitmeyer New Member

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    I do see the Biometrics Devices - "Windows Hello Face Software Device." I tried to update the driver and the system said I have the latest driver.
    Yes I had the Biometric driver. So I uninstalled it and then tried to reinstall it hoping that might fix the issue. Oops, I probably will have to find a way to bring back the biometric device...hoping not to do a clean install.
     
  9. Randy Reitmeyer

    Randy Reitmeyer New Member

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    I think I may have found the problem. I discovered, in the Device Manager, that the Microsoft IR Camera Front has a yellow triangle with the following error: "This Device Cannot Start (Code 10) STATUS_DEVICE_POWER_FAILURE." I uninstalled the device and the driver, then reinstalled both and I get the same error. My guess is that the IR device has failed.
     
  10. MikemanSP4

    MikemanSP4 Super Moderator Staff Member

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    Glad to hear that it sounds as though your on the right track to resolve the issue.
     

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