Elitebook 840 G5 Camera not detected

[840-G5_kone]

Hello,

I am facing a weird problem with my webcam, and I am not quite sure what the reason for it is. On the 20th of September I used the webcam totally normally on Zoom, but a little later I noticed that my Windows Hello was no longer working, and when I tried to open the camera app in Windows I just get a message saying "We could not find your camera". I checked device manager and the HD and IR camera were both as hidden devices, and when I pressed on them it just said Code 45 device not attached. I then tried to install drivers from HP and that didn't fix it, and then I uninstalled the devices from Device Manager, and tried to scan for them again, without them showing up at all.  I can't think of the camera or computer getting hit or damaged in any way, so I wouldn't think its a hardware problem, but I am not certain.

I checked Windows Update and after the successful Zoom meeting Windows had installed the following driver updates:
"Intel Corporation - Extension - 30.0.101.1340"

"Intel Corporation - Display - 30.0.101.1340"

I wonder if they could have caused the camera to stop working, or if it's something else. I have done a hard reset (battery out and power button for 10s) and that didn't work, and I am a bit lost on what to try next, because I really need to get the camera working soon. I also checked if the camera was disabled in BIOS or something similar, but there wasn't any camera related options in the BIOS at all.

[ub6424]

Hello @840-G5_kone 

Sorry to hear that you are having problems ... I would like to help you.

It could be a coincidence with the Windows driver update or there is a technical problem. Try the following...

(1) In most cases, the simplest solution:

 => Use Windows Restore to return to the restore point (date) >>> before <<< the (camera) error occurred.

https://www.windowscentral.com/how-use-system-restore-windows-10

See section < How to recover using System Restore on Windows 10 >

(2) Please report your results

[840-G5_kone]

Thank you for the response @ub6424! 

I did actually try to use Windows System Restore, but the problem was that the only restore point I had, was one after the update, meaning I could not go back and restore to a point before the updates.

[ub6424]

Hello @840-G5_kone 

Let me check your current system configuration.

(1) Run    msinfo32

- Select <System Summary>:

--->>> Copy/screenshot/paste following key/value pairs:

OS Name

Version

System Model

System SKU ( equals HP product number (p/n) )

Processor

BIOS Version/Date

(2) Please report your results

[840-G5_kone]

There is the information you requested @ ub6424

OS Name:  Microsoft Windows 10 Pro

Version: 10.0.19044 Build 19044

System Model: HP EliteBook 840 G5

System SKU:  2FA66AV ( equals HP product number (p/n) )

Processor: Intel(R) Core(TM) i5-8350U CPU @ 1.70GHz, 1896 Mhz, 4 Core(s), 8 Logical Processor(s)

BIOS Version/Date: HP Q78 Ver. 01.21.01, 28/07/2022

[ub6424]

Hello @840-G5_kone 

(1) Create Windows system <restore point>

How to Create a System Restore Point on Windows 10 or Windows 11

(2) Download and install / update

Intel Chipset Installation Utility

10.1.18243.8188 Rev.S

3.0 MB

Jan 3, 2020

Download

Intel Dynamic Platform and Thermal Framework Driver

8.5.10103.7263 Rev.A

8.2 MB

Feb 26, 2019

Download

Intel Management Engine Driver

2205.15.0.2623 Rev.W

272.4 MB

Apr 18, 2022

Download

Intel Sensor Hub Components Driver

3.10.100.4101 Rev.A

3.4 MB

Sep 30, 2019

Download

Intel Serial IO Driver

30.100.1914.3 Rev.A

2.8 MB

Jun 10, 2019

Download

Intel Thunderbolt 3 Secure Connect

84 Rev.A

90.6 MB

Aug 24, 2021

Download

(3) Restart Windows

(4) Download and install / update

HP Universal Camera Driver

2018.0.18362.2 Rev.A

38.0 MB

Jun 18, 2020

Download

(5) Restart Windows

(6) Test camera

(7) Please report your results 

[840-G5_kone]

@ub6424
I really appreciate the help! The Intel Sensor Hub Components driver would not install at all. The error I got was "0x00004E24 This platform is not supported". The other components I either already had installed or managed to install now, but still after restarting, the camera does not work and does not show up in the device manager. When Windows Hello activates (or tries to activate) on start-up, it just says that it could not turn on the camera.

[ub6424]

Hello @840-G5_kone 

(1) Check BIOS settings if camera can be disabled/enabled

(2) Do you have valid HP warranty ?

[840-G5_kone]

@ub6424

1) I checked the BIOS and I could not find any settings related to the camera, but I am quite certain I remember seeing a setting related to the webcam at some point.

2) Unfortunately the warranty for the laptop ended in 2021.

[ub6424]

Hello @840-G5_kone 

Please run the <Webcam Connection> Test:

--->>> HP PCs - Testing for hardware failures in Windows 10

Component test	What the test does	Test duration		Interactive/Noninteractive
Webcam Connection	Test to detect a connected webcam.	1 minute		Interactive

Please report your results