Windows Hello doesn't work with my GO

[darrell reimer]

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?

 

[spicypadthai]

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/help/4023510/surface-troubleshoot-problems-with-windows-hello

Last resort is to open a case with MS, assuming it's still under warranty.

 

[darrell reimer]

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/help/4023510/surface-troubleshoot-problems-with-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.

 

[Gayle Lynn]

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.

 

[darrell reimer]

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/help/4023510/surface-troubleshoot-problems-with-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...

 

[darrell reimer]

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

 

[HeyCori]

Admittedly, I gave up face recognition on my Go a long time ago. Just using a PIN is much faster.

 

[darrell reimer]

I know. I've tried everything, and it's back to using my PIN.

 

[Pandaz3]

I just got my hi-end Surface Go this week (Wife has two lo-end Go's) Hello works on all three.

 

[Andrew Fratkin]

Love the Windows Hello on my Surface Go!

 

[Pandaz3]

It has Benn a month and my new go opens with hello tha fastest of any Windows Hello capable machines, I don't even get to view thw splash page more than a split second.

 

[docfreed]

Windows Hello is broken again - probably 2004 update. Any new ideas

 

[HeyCori]

Windows Hello is broken again - probably 2004 update. Any new ideas

Possibly reinstalling the drivers?

[FONT=Verdana,Arial,Tahoma,Calibri,Geneva,sans-serif]https://support.microsoft.com/en-us/help/4023482/surface-download-drivers-and-firmware

Perhaps run DISM/SFC?

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