• ×
    Information
    Windows update impacting certain printer icons and names. Microsoft is working on a solution.
    Click here to learn more
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
  • ×
    Information
    Windows update impacting certain printer icons and names. Microsoft is working on a solution.
    Click here to learn more
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
Guidelines
We have new content about Hotkey issue, Click here to check it out!
Common problems for Battery
We would like to share some of the most frequently asked questions about: Battery Reports, Hold a charge, Test and Calibrating Battery . Check out this link: Is your notebook plugged in and not charging?
Locked

‎04-03-2020 01:41 PM

HP Recommended
Product: 15s-fq1001nv
Operating System: Microsoft Windows 10 (64-bit)

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?

1 person had the same question
1 REPLY 1

‎04-07-2020 07:20 AM

HP Recommended

@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

 

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.
 

KrazyToad
I Am An HP Employee

Was this reply helpful? Yes No
Warning
Be alert for scammers posting fake support phone numbers and/or email addresses on the community.
If you think you have received a fake HP Support message, please report it to us by clicking on "Flag Post".
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation.

Didn't find what you were looking for? Ask the community

† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.