Webcam failure

[RonS671]

My webcam has stopped working. This is not an easy fix. The hardware works perfectly. There must be a subtle software conflict somewhere that I cannot find. I ran HP hardware diagnostic software. I uninstalled, reinstalled and updated the drivers. The webcam works. My computer works. They pass all the tests. But the very second I turn the camera app on, the screen flickers and then goes dark. If I click on the settings gear in the upper left hand corner of the screen, the webcam shows a picture (albeit a dark one). But the settings menu covers the left hand side of the screen. When I turn the settings off, the picture disappears again.

How can this be solved? I have found this same issue on various support forums around the web but no solution. Does HP have a special problem of some kind? BTW my computer is relatively new and I have tried two monitors and two webcams. 

[praveenbv]

@RonS671, Welcome to the HP Support Community!

Thank you for showing your interest in HP Support Forums. It is a great place to find the help you need, from other users, HP experts, and other support personnel. For you to have the best experience on the HP forum, you could also visit our HP Forums Guide for the First Time Here? Learn How to Post and More.

As I understand you are having issues with the Webcam not working on your HP notebook. Don't worry as I have a few steps to help you get through this concern,

To provide you with an accurate solution, I'll need a few more details:

Have you tried to uninstall and reinstalled the drivers?

Has the webcam worked before on any other application like Skype and other apps?

The drivers for the Imaging devices, which include the webcam, are not displayed in the Device Manager. To resolve this problem, use the following steps:

1. Shut down your computer, and disconnect the power cord.
2. Remove the battery from the battery compartment. If your computer has a sealed battery that cannot be removed, then perform a reset as shown in the HP support document: Performing a Hard Reset or Forced Reset.
3. Press and hold the power button for 10 seconds, and then reinsert the battery and reconnect the power cord.
4. Turn on the computer and wait for Windows to open.
5. Click Start, type Device Manager in the search field, and select Device Manager from the list provided.
6. If there is no Imaging devices category listed, select Action, then Scan for hardware changes
7. If Device Manager does not recognize the webcam after the scan, Use Microsoft System Restore to go back to a time when the Webcam was working properly. If problems persist, the webcam may have become unplugged internally and requires service.

For further assistance, please click here

If the issue persists, Please follow these steps here:

Option 1: Check Device Manager to make sure it is working properly.

1. Click your Start button, type “Device Manager,” and press Enter.
2. Once Device Manager loads click “View” and then “Show Hidden Devices.”
3. Locate the “Imaging Devices” section.
4. Note whether you see the webcam here.
5. If the webcam is listed, right click it and verify that it is not “Disabled.”
6. If the webcam is listed and not disabled, move onto Option 2.  If the webcam is not listed you will move onto Option 4. 

Option 2:   Allow Windows to Re-install the device.

1. While still in Device Manager right-click on your webcam and select “Uninstall”
2. If prompted select “remove driver and driver package.”
3. Reboot your notebook and allow Windows to attempt to reinstall the webcam.
4. If Windows detects the webcam verify the functionality of the webcam.
5. If Windows does not detect the webcam and install it move onto Option 3.

Option 3:  Manually install the drivers for your webcam. 

1. Use this website to determine your product/model number. 
2. Visit the HP Support Page and use this product number to visit your product’s specific page.
3. Go to “Drivers and Software” and locate the driver for your webcam.  NOTE: the drivers for the webcam are sometimes bundled with the YouCam software.
4. Download and install this driver.
5. Reboot the PC.
6. Verify functionality. 

Option 4:  Manually re-detecting the hardware.

1. Disconnect all external devices.
2. Shut down the notebook.
3. Remove the battery and AC power.
4. Press and hold the power button for 10-15 seconds.
5. Reinstall the battery and AC power.  Then turn the notebook on.
6. Once Windows is loaded go back to Device Manager.
7. Selection “Action” and then “Scan for hardware changes.”
8. If Device Manager detects the hardware allow it to install.
9. If Device Manager does not detect the hardware see Option 5.

Option 5: System Restore and System Recovery. 

Link: Perform System Restore & Performing System Recovery. Note that any data that is not backed up prior to recovery will be lost.

Options 6: Repair

If nothing works, I would suggest this could be a hardware failure. I would suggest you contact our HP phone support for further assistance. Please fill in the product details to get the tech support number.

For more details, please follow the steps suggested in the support document for - HP Notebook, Touch, and AiO PCs - Webcam Troubleshooting (Windows 7) - Click here

Please use the following link to create yourself a case number, then call and it may help speed up the call process:

Step 1. Open link: www.hp.com/contacthp/

Step 2. Enter Product number or select to auto detect

Step 3. Scroll down to "Still need help? Complete the form to select your contact options"

Step 4. Scroll down and click: HP contact options - click on Get phone number case number and phone number appear.

They will be happy to assist you immediately.

Keep me posted for any other assistance,

Hope this helps! Keep me posted. 

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Have a great day!