HP 15s-fq1001nv webcam not recognized - USB device descriptor failed (code 43)

[silencer51]

Hi, I'm an IT technician and I'm trying to help a customer with a bizarre issue with their brand new laptop. The integrated webcam is not recognized (nothing under imaging devices in device manager), and there is an unknown USB device under USB controllers with an exclamation mark - error code 43, device descriptor failed.

This is obviously the missing webcam, but nothing I have tried so far has managed to solve the issue.

I have:

-updated all drivers to the latest versions from the HP website

-even tried latest downloads offered directly from intel's website

-flashed and re-flashed the latest bios

-multiple BIOS resets (load optimized defaults)

-multiple attempts at uninstalling and reinstalling the USB 3.1 controller and hub

-multiple power resets (everything unplugged, hold power button for 15 seconds, turn on laptop)

-turned off fast startup, turned off USB selective suspend

-every USB device connected to the computer works normally

I have done an SFC scan. Windows 10 1909, with all the latest updates.

for all intents and purposes, the webcam appears to be faulty, which is something I have never encountered before in 20+ years of computer experience.

Does anyone have any other tips or something that I may be missing?

[KrazyToad]

@silencer51

Welcome to HP Community

I appreciate all your efforts in troubleshooting this issue

I suggest you run a Webcam Test from F2 Diagnostic

- Hold the power button for at least five seconds to turn off the Notebook.
- Turn on the computer and immediately press Esc repeatedly, about once every second. 
- When the menu appears, press the F2 key.
- On the main menu, click Component Tests and Webcam
 

If the Test fails please contact HP Support for Service Options

Click on this link - www.hp.com/contacthp/ and select your Country to get the Contact details for HP Support
 

Thank you

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