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April 5th, 2026 13:09
XPS 13 9315 2-in-1, no progress on issue via Dell Support Assist
I have an unresolved hardware issue with my Dell XPS 13 9315 2-in-1 in Thailand. I have spent a considerable amount of time working with Dell support via SupportAssist, including extensive troubleshooting and a full Windows repair install. Despite this, the IR camera used for Windows Hello is no longer detected at either BIOS or operating system level.
I have repeatedly requested that this be escalated as a potential hardware issue. However, I have been unable to get this progressed beyond standard diagnostics, and my requests for escalation have not been followed.
At this stage, I feel I am being directed through the same troubleshooting steps again and again without progress, and I have reached a point where I am concerned the issue is not being properly addressed.
Given that this feature previously worked and is now no longer detected at system level, the evidence strongly indicates a hardware fault rather than a software issue.
I would greatly appreciate your assistance in ensuring this case is reviewed appropriately and moved towards a resolution, whether through repair or replacement.
Thank you for your time and support.
Neil Russell
DELL-Daniel V
Community Manager
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223 Posts
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April 11th, 2026 18:36
The IR camera in particular will not have a BIOS option to enable. Its functions will be tied within the single webcam option for the BIOS. If the webcam is enabled in the BIOS, then the IR camera is also enabled. This does not mean that it itself is functional, but that it is at least enabled for the OS to use. What troubleshooting have you tried out in particular with Support? Are you able to do a facial scan when setting up Windows Hello?
Within Device Manager you should have the IR camera as its own standalone option under Webcams. If its missing here, then that would add to your case of the IR portion failing. The only other things I can really recommend trying out here would be to reinstall the IR and chipset drivers:
Intel IR Camera Driver
Intel Integrated Sensor Solution Driver
Since Windows has been reinstalled at this point and the issue remains unresolved, then I would have expected Support to have proceeded with a hardware repair should all other OS testing been completed.
(edited)