Webcam Drivers corrupted or missing on HP Z1 running Windows 10 Vers 1803

[Dave2U2]

Our HP Z1 workstation (Model B5Q12UA#ABA) was recently upgraded from Windows 10 Vers 1709 to Windows 10 Vers 1803.

In the notification area, Windows Defender Security Centre reported that "one or more device drivers are not working properly".  After opening and running the hardware and devices troubleshooter (with Advanced setting to "Apply repairs automatically") the trouble shooter reported that "the best driver(s) were already installed".  Manual driver searches on the web and Windows Update yielded the same result.

Running the Device Manager as Administrator shows the following device driver problems:

1.  ArcSoft Webcam Sharing Manager  (Driver Version 2.0.0.30 - dated 11/11/2010)

Device Status: 

Windows cannot load the device driver for this hardware. The driver may be corrupted or missing. (Code 39)

{Bad Image}
%hs is either not designed to run on Windows or it contains an error. Try installing the program again using the original installation media or contact your system administrator or the software vendor for support. Error status 0x

2.  CyberLink WebCam Virtual Driver  (Driver Version "Not Available"  Not Digitally Signed)

Device Status:

The drivers for this device are not installed. (Code 28)

Driver is not intended for this platform.

To find a driver for this device, click Update Driver

When we click on "Update Driver" and search automatically for updated driver software, the search returns the following result:

"Windows encountered a problem installing the drivers for your device.  Windows found drivers for your device but encountered an error while attempting to install them.  Driver is not intended for this platform.  If you know the manufacturer of your device, you can visit their website and check the support section for drivers."

As this message was being prepared for submission to the HP support forum, the CyberLink WebCam Virtual Driver device disappeared from the device list (under Sound, Video and Game Controllers).  An "Unknown Device" (under "Other Devices") has now appeared instead.  The device instance path for the new unknown device is ROOT\MEDIA\0000 and the hardware ID is clwvd (which, according to Google, is still the CyberLink WebCam Virtual driver).  The Driver Status for this unknown device remains the same:

The drivers for this device are not installed. (Code 28)

Driver is not intended for this platform.

To find a driver for this device, click Update Driver.

We are unable to locate and install digitally signed device drivers compatible with Windows 10 x64 v1803 for these two devices.  We are also unable to rollback to previous drivers.

Any advice or assistance you can provide would be appreciated.

[DGroves]

 ArcSoft Webcam Sharing Manager is not a native windows 10 program, you might try uninstalling the current version

(note the build number) and then download the program from HP, and try reinstalling it in compatability mode for win 7

However i would not do the above, i would uninstall the Arcsoft software, reboot and then  i would simply look for a current web cam suite that has win 10 support if you want the features the program offered

arcsoft software is not required under windows 10 for proper webcam operation

https://support.hp.com/us-en/document/c01114052

the  cyberlink web cam virtual err is from the cyberlink youCam program again, i would uninstall the current version reboot and install a later version that is win 10 compatable if hp does not offer it you can buy a current retail copy

https://support.hp.com/us-en/document/c01414839#updatingthewebcamdriver

https://www.microsoft.com/en-us/p/youcam-for-hp/9wzdncrfhwmv?activetab=pivot%3aoverviewtab

[Dave2U2 · Accepted solution]

Thank you for your prompt and incisive response.

After several blue screens, it became clear to us one or more device drivers were causing issues.  We suspect these driver issues may have possibly been symptomatic of a malware infection and/or rootkit.

That led us to reset the workstation (one step short of a fresh reinstall - since we opted to keep our files and settings).  So far, the system has been performing well.  The device manager shows both the ArcSoft and CyberLink devices are no longer present.

Since Windows 10 already has adequate capability to access the HP Z1 camera, we have elected to keep our attack surface minimized by not reinstalling CyberLink software.

It seems odd to examine the Programs and Features list in the Control Panel and see only 4 programs compared to the 40+ previously installed on this workstation:

1.  Adobe Acrobat DC

2.  FortiClient (antivirus)

3.  Microsoft Office 365 ProPlus

4.  Microsoft OneDrive

At this juncture, we consider the issue resolved.