1. darrell reimer's Avatar
    I'm having major reoccurring problems with Windows Hello on my GO. It just won't recognize my face. I've refreshed it over and over, and it just won't work; I keep getting an error 'Could not open camera'. Any ideas on how to fix this?
    09-22-2019 12:28 AM
  2. spicypadthai's Avatar
    Sounds like a driver issue/conflict. Did it work originally or has it never worked? If it did, then maybe a recent update broke it and you can try rolling back the driver in device manager. If it never worked, then make sure you're up to date with Windows Updates. Manually check and install anything available. This link doesn't have much more info but it does have a link for manually installing Surface firmware and drivers. May be worth checking out.

    https://support.microsoft.com/en-us/...-windows-hello

    Last resort is to open a case with MS, assuming it's still under warranty.
    09-22-2019 10:18 AM
  3. darrell reimer's Avatar
    Sounds like a driver issue/conflict. Did it work originally or has it never worked? If it did, then maybe a recent update broke it and you can try rolling back the driver in device manager. If it never worked, then make sure you're up to date with Windows Updates. Manually check and install anything available. This link doesn't have much more info but it does have a link for manually installing Surface firmware and drivers. May be worth checking out.

    https://support.microsoft.com/en-us/...-windows-hello

    Last resort is to open a case with MS, assuming it's still under warranty.
    Thanks for the feedback! I'm so frustrated with this! I bought a Lenovo Flex 15 for work, and its got a fingerprint reader on it, which is super awesome! Works every time; super fast. My GO is my 'at home' and 'travel' device, but no matter how many times I reset my face picture, it just won't read me, no matter what the lighting, no matter how close I hold it to my face. Maybe once out of 10 tries, after waiting about 30 seconds, it will actually recognize me and open. All the other times....nothing, or...I get the camera error.
    09-22-2019 11:37 PM
  4. Gayle Lynn's Avatar
    I've found when that happens to mine to just restart. It is slow and unreliable especially compared to my Surface Laptop 2 which is quick reliable for the last year.

    A monkey wrench may have gotten thrown in after the round of updates in Aug-Sept.
    09-24-2019 06:08 AM
  5. darrell reimer's Avatar
    Sounds like a driver issue/conflict. Did it work originally or has it never worked? If it did, then maybe a recent update broke it and you can try rolling back the driver in device manager. If it never worked, then make sure you're up to date with Windows Updates. Manually check and install anything available. This link doesn't have much more info but it does have a link for manually installing Surface firmware and drivers. May be worth checking out.

    https://support.microsoft.com/en-us/...-windows-hello

    Last resort is to open a case with MS, assuming it's still under warranty.
    I upgraded the firmware (not sure why I had to do this manually), and it helped a bit; it works about 50% of the time now, but I have to be in full light, facing just the right way...
    09-28-2019 08:20 AM
  6. darrell reimer's Avatar
    now it doesn't work again...you know, my 5 year old 950 XL's face recognition works better than my 1 year old GO
    09-28-2019 11:16 PM
  7. HeyCori's Avatar
    Admittedly, I gave up face recognition on my Go a long time ago. Just using a PIN is much faster.
    10-02-2019 07:33 AM
  8. darrell reimer's Avatar
    I know. I've tried everything, and it's back to using my PIN.
    10-03-2019 06:51 PM

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