Surface Woes Camera Windows 11 (7+ 8 and 9)

[Brummytech]

Hi all

 

Hope everyone is well -

 

Kind of at my wits end with some Surface products (Seems to only affect 7+ onwards Intel XE onwards)

 

Intune Environment Windows 11 - Updates installed soon as released.

 

Had every known camera error it seems - Essentially when in a teams meeting after a length of time Camera crashes and then will need drivers manually removing and a reboot -

Most common one 0xA00F4244

 

Latest Windows Camera Frame Service Crashed (Have already deployed a reg fix for this)

 

Intel® AVStream Camera

We have rebuilt, deployed driver packs, checked security/privacy - the only long term fix is to deploy windows 10 with the original image

Have reported to Microsoft but they want fresh installs with driver packs and then diagnostic logs (Feels like they just want to avoid the issue till we get feed up and leave them alone) We have done this and then they want it tested as a standard device (No Management) and then as soon as another device has a issue they offer to swap it if its under warranty. (Not sure its a physical issue as it would either work or not)

 

Started happening December/January we have installed latest drivers patches - Updated graphics driver Disabled HDR/Panel Refresh.

 

Has anyone come across this and found a working fix? Our Surface 7s seem fine (Run much better despite lower hardware, rest of our hardware also seems unaffected.) We seem to have issues with 7+ 8s and 9s

 

Thanks

Edited May 20, 2024 by Brummytech

[free780]

We’ve had several Teams issues. I went through procmon during test calls and did exclusions for Sophos and Defender (passive mode). Also blocked any traffic using the VPN Interface.

Even though the link refers to Skype for Business but the ports are the same.

 

https://techcommunity.microsoft.com/t5/skype-for-business-blog/enabling-lync-media-to-bypass-a-vpn-tunnel/ba-p/620210

 

I have not had the missing camera / camera not working since these changes.

 

All I can think is that the new teams (web view 2)will a very sensitive to Anti-Malware.

[DWilson1997]

We've had lots of issues with our Pro 8/9's too. Camera crashes and sometimes even a full restart, removal of driver etc won't fix it. Only with the built in camera, external webcams are not affected and can also happen when using the basic camera app in windows.

 

We were given a step by step wiping process to follow by Microsoft and that kind of worked but it still happens sometimes so haven't really got to the bottom of it.

[RyanT001]

We've had issues with Surface Pros mainly the 7 and 7+ models doing something very similar with the built-in cameras, (not tried any of the new models), what we found was the IR Camera would fail to turn off after Windows Hello face login, and the cameras would get veryyyyyyy HOT! (as in, painful to touch kinds of hot) eventually the devices became so unreliable even with the Windows Hello turned off (typically out of warranty as is always the case) we had to write them off - we suspect the excess heat was causing them to cook themselves...

[AshleyNicholas]

Which driver pack did you install?

We had some issues using the windows bundled drivers initially...

[DWilson1997]

SurfacePro9_Win11_22621_24.050.2692.0.msi for us

[Brummytech]

Wasn't a problem till december so I believe this was the Original driver pack (60.19041.2.2768) - (2 had in place upgrades to W11 so assume on original driver pack)

 

As part of the MS "fix" we installed SurfacePro7+_Win11_22000_24.032.20397.0.msi and I need to try SurfacePro7+_Win11_22621_24.043.35979.0.msi but getting users to drop in machine after so many disruptions is a big ask. (They also have to complete work)

 

As a temp fix we have provided some usb cameras for those with docking stations.

[chris_uk]

Hi all

 

Hope everyone is well -

 

Kind of at my wits end with some Surface products (Seems to only affect 7+ onwards Intel XE onwards)

 

Intune Environment Windows 11 - Updates installed soon as released.

 

Had every known camera error it seems - Essentially when in a teams meeting after a length of time Camera crashes and then will need drivers manually removing and a reboot -

Most common one 0xA00F4244

 

Latest Windows Camera Frame Service Crashed (Have already deployed a reg fix for this)

 

Intel® AVStream Camera

We have rebuilt, deployed driver packs, checked security/privacy - the only long term fix is to deploy windows 10 with the original image

Have reported to Microsoft but they want fresh installs with driver packs and then diagnostic logs (Feels like they just want to avoid the issue till we get feed up and leave them alone) We have done this and then they want it tested as a standard device (No Management) and then as soon as another device has a issue they offer to swap it if its under warranty. (Not sure its a physical issue as it would either work or not)

 

Started happening December/January we have installed latest drivers patches - Updated graphics driver Disabled HDR/Panel Refresh.

 

Has anyone come across this and found a working fix? Our Surface 7s seem fine (Run much better despite lower hardware, rest of our hardware also seems unaffected.) We seem to have issues with 7+ 8s and 9s

 

Thanks

 

Anything in AppLocker? We have almost 200 of them out to staff, 7,7+ and 8's - I have not seen this issue. What happens if you run the Surface Diagnostic toolkit https://learn.microsoft.com/en-us/surface/surface-diagnostic-toolkit-business Does anything come up?

[Brummytech]

I think MS has done some work on this in the background but we have a temp work around - We find a similar newer camera driver and push that, and then if the issue occurs we reinstall over the top with the MS one from atera.

 

Its a bit of effort though - Strange thing is it seems very random and a few people I have spoken to who have access to tier 3 MS support have said MS is aware of it and trying to fix. Thanks for help

[hpwolf]

Hi! We've been having incredibly similar issues at our company for the past few months on our HP laptops and I noticed you'd mentioned that you had resolved this through exclusions in Defender/Sophos, and that you felt that web view 2 would be particularly sensitive to malware. This was interesting because we only started experiencing the issue when we switched Defender to active mode back in October. I know you did this last year and it's been some time but would you be able to help me with specifics about what sort of exclusions you did? Thank you in advance!

[Ula]

Hi, We’ve been affected by the malfunctioning cameras for a very long time now (all Surface generations starting with Pro 7). Experiencing all the problems above. I even had MS involved in fixing the problem, however they focused more on fixing the driver rather than finding the cause elsewhere. Is it possible to let me know about the exclusions you made in Defender, please? Thank you!