The built-in camera doesn't work and one of my ports does not connect.

Jeffrey Stannard 0 Reputation points
2026-10-22T16:41:09.25+00:00

My computer, Serial # BK36B4Y25293KV, is barely 1 year old. I bought the extended warrantee for it. Do I take it somewhere or have to send it out for repairs?

Surface | Surface Laptop | Performance and maintenance
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  1. AI answer

    2026-10-22T16:41:26.9933333+00:00

    For a Surface that is still under warranty or covered by an extended warranty, these are the supported service options:

    • Send to Microsoft: create a service order, check warranty status, and print a shipping label.
    • In-person support: available in some countries and regions through Authorized Service Providers or Microsoft service centers. These locations can provide hardware inspection, troubleshooting, and sometimes repair.
    • Self-repair: available only for technically experienced users with the right tools.

    For a built-in camera issue and a port that does not connect, this points to a possible hardware problem, so the practical next step is to check warranty status and create a service order. If in-person support is available in the region, that is also an option instead of shipping.

    If the camera issue has not been tested yet, Microsoft also recommends these software checks before repair:

    1. Open Start > Camera and test whether the camera works there.
    2. Run the Camera troubleshooter:
      • Windows 11: Start > Settings > System > Troubleshoot > Other troubleshooters > Camera > Run
      • Windows 10: run the automated camera troubleshooter in the Get Help app.
    3. In Device Manager, find the camera under Cameras, Imaging devices, or Sound, video and game controllers. If it is missing, use Action > Scan for hardware changes, then restart and test again.
    4. Check whether antivirus or firewall software is blocking camera access.

    If those steps do not resolve it, use one of the service options above.

    AI-generated content may be incorrect. Read our transparency notes for more information.

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  2. S.Sengupta 33,091 Reputation points MVP Volunteer Moderator
    2026-10-23T00:21:19.2833333+00:00

    Since your Surface Laptop is barely one year old and you purchased an extended warranty, I recommend contacting Microsoft Support or the retailer who sold you the laptop before paying for any repair.

    Check your warranty coverage. Sign in to Microsoft Devices using your Microsoft account and select your Surface Laptop.

    Contact Microsoft Support through Surface support. Explain the problem and that you purchased an extended warranty.

    Back up your files before handing over the laptop, if it is still working. Don't attempt a factory reset or open the laptop before contacting support.

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