camera not working

Hi rob,

I understand how frustrating it is when the camera on your Surface isn’t working at all. I can see that Q&A Assist and the VM have already walked you through a few checks, so I’d like to build on that with some additional steps to help rule out any settings or software‑related causes.

Step 1: Check camera permissions in Windows

Please open Settings > Privacy & security > Camera and make sure both Camera access and Let apps access your camera are turned on. If either of these is disabled, apps won’t be able to use the camera even if the hardware itself is functioning normally.

Step 2: Review device status in the Surface app

Next, open the Surface app and expand Help & support to review your device’s health status. If any updates are shown, please install them through Windows Update. You can also use the Get help option in the Surface app to check for any known issues specific to your device.

Step 3: Remove and reinstall the camera driver

This step can help if the camera driver is corrupted or not loading correctly.

Important: Please do not perform this step on Surface Pro X devices. Removing the camera drivers on that model requires a full system reset to restore them.

On your Surface, open Search, type Device Manager, and select it from the results. Expand Cameras and look for one of the following:

• Intel(R) TGL AVStream Camera
• Intel(R) AVStream Camera

If you see one listed, double‑click it, open the Driver tab, and choose Uninstall device. When prompted, select Attempt to remove the driver for this device, then confirm. Once the driver is removed, restart your Surface. Windows should automatically reinstall the camera driver during startup.

Step 4: Force a restart

Select Start > Power > Shut down and wait for the device to fully power off. Then press and hold the Power button for about 20 seconds. If the Surface logo appears, continue holding the button until it appears again, then release it.

Please let me know how these steps go. If the issue continues or you notice anything unusual along the way, feel free to share the details. I’m happy to keep working through this with you.

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

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Right-click Start > Device Manager > Expand Cameras > Right-click Surface Camera Front > Click Uninstall device >

Restart

When Windows restarts, it will automatically reinstall the camera driver.

Mahe sure Windows is updated.

Shut down the laptop

Hold Volume Up + Power

Enter Surface UEFI

Ensure Camera = Enabled

Follow these steps in order on the Surface Laptop:

1. Test the camera in the Windows Camera app
   • Select Start > Camera.
   • If prompted, allow access to the camera.
   • If the preview works here but not in other apps, adjust the camera settings in the specific app.
2. Check for Windows and driver updates
   • Select Start > Settings > Windows Update > Check for updates.
   • If available, select Advanced options > Optional updates and install any camera or driver updates.
   • Restart the laptop using Start > Power > Restart (do not just wake from sleep).
   • Test again with the Camera app.
3. Update the camera driver in Device Manager
   • Select Start > Device Manager.
   • Expand Cameras and locate the laptop camera.
   • Right‑click the camera > Update driver > Search automatically for drivers.
   • After the update completes, restart the device and test the Camera app again.
4. Run the Camera troubleshooter
   • Select Start > Settings > System > Troubleshoot > Other troubleshooters.
   • Find Camera and select Run.
   • Apply any fixes it suggests, then restart and test.
5. Check antivirus or security software
   • Some antivirus/firewall tools can block camera access.
   • Temporarily disable camera protection in that software and test the Camera app.
   • If the camera works with antivirus disabled, adjust that product’s settings to allow camera access.
6. Check for physical privacy controls
   • Inspect the top of the screen for a physical privacy slider over the lens and make sure it is open.
   • On some laptops, a function key (for example, Fn + a key with a camera icon) can disable/enable the webcam; press it once to re‑enable the camera and test again.

If the light never turns on and the Camera app shows only a black screen after these steps, the built‑in camera hardware or its connection may be faulty and the device likely needs hardware service.

References:

• Camera doesn't work in Windows
• my camera does not function in windows - Microsoft Q&A
• my camera is not listed under device manager camera is not listed and it's not under imaging devices - Microsoft Q&A