windows hello keeps quitting on 2 month old surface pro tablet

Hi BARBARA CUNEO! Any luck with that problem? Just wanted to see if you needed any more help.

Dear BARBARA CUNEO,

This almost always points to one of two things: a deeper driver/firmware conflict, or the IR camera hardware itself is faulty. Since it's a new device, my bet is on the firmware.

Let's try the definitive "Surface" fix that isn't just "reinstalling Hello" from the Settings menu.

1. Manually Reinstall the Entire Surface Driver & Firmware Pack

-This is the most critical step. Windows Update can sometimes miss things or install a generic driver. You need to force the exact package for your specific Surface.

-Go to the official Surface Driver and Firmware download page.

-Select your Surface Pro model (e.g., "Surface Pro 9").

-Download the .msi file. This is the complete package of all drivers and firmware for your machine.

-Run the installer and restart your computer, even if it doesn't ask you to.

2. Run the System File "Deep Clean"

-If the driver pack doesn't fix it, a core Windows component related to biometrics might be corrupt.

Open the Start menu, type cmd.

-Right-click on Command Prompt and select Run as administrator.

-First, run the DISM tool. This fixes the "repair source" that the next tool uses. Type this and press Enter:DISM /Online /Cleanup-Image /RestoreHealth

-Once that finishes, run the System File Checker. Type this and press Enter:sfc /scannow

-Restart your device. After it boots up, try setting up Windows Hello one more time.

If your tablet's problem is still not fixed, I recommend you use your warranty.

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