W10 device camera not working with Survey123

[Schalkvan_Lill1]

Hi all.

I have a survey that I am populating from a W10 device. When I want to take a photo, the "selfie" camera works, but the other camera (facing away from the user) does not work (see screengrab). I've seen that there are issues with cameras on W10 devices. Does anyone know if this is resolvable or where I can get more information?

Device specifics:

Microsoft Tablet.

W10 Enterprise version 1903, OS Build 18362.418

Any insights are appreciated. Thanks.

Schalk

[Anonymous User]

Hi Schalk,

What is the make and model of the device? Also, if you check the Device Manager (search Windows Menu or open from Control Panel) what is the make and model of the rear facing camera? Is it different to front facing camera? Are the drivers updated for the cameras?

Regards,

Phil.

[Schalkvan_Lill1]

Hi Phil,

Sorry for the delay getting back to you. It's a Microsoft Surface Pro, System SKU - Surface_Pro_1796 (see image)

The cameras are both: Intel AVStream Camera 2500

Thanks for the help.

Schalk

[Schalkvan_Lill1]

Hi Phil,

The drivers are updated as well.

Thanks

Schalk

[Anonymous User]

Hi Schalk,

I have tested with several Surface Pro and Surface Book devices we have here in our office, with different versions of Windows and different models, and both the cameras are working as expected on all the devices. 

What version of Survey123 app are you using? Have you tired the latest 3.7 beta app available on the Early Adopter Community (EAC).

Do you have any other Surface Pro devices you can test on?

Phil.

[Schalkvan_Lill1]

Hi Phil, 

Thanks very much for the reply. Your investigations into this is much appreciated. I'll push it out to the customer and get back to you.

Regards

Schalk

[Schalkvan_Lill1]

Hi Phil,

We were able to identify the issue. If the image question's appearance is set to annotate, only the "selfie" camera works. Once we removed the appearence specification, the "normal" camera started working.

Regards

Schalk

[Schalkvan_Lill1]

Hi Phil,

We were able to identify the issue. If the image question's appearance is set to annotate, only the "selfie" camera works. Once we removed the appearence specification, the "normal" camera started working.

Regards

Schalk

[AndrewSouthern]

I experienced this issue with a Windows 10 device as well.  The front facing camera worked as expected while the regular camera would not take a photo.  This was while using Survey123 3.7.  I had an installation file for 3.5 available so I uninstalled 3.7 and installed 3.5 and the problem does not persist. 

[Anonymous User]

Hi Andrew,

What is the make and model of the Windows 10 device? Is the OS and drivers up to date?

Phil.