HP IR Camera stopped working and stuck in driver install loop

[KingOfFools]

My IR camera stopped working. Windows Hello reports a problem at login and tells me to use my PIN.

The HP Support Assistant tells me I need to update the driver but it is stuck in a never-ending loop.

It says sp83889 needs to be installed so I install it and reboot the PC.

It then says sp88131 needs to be installed so I install it and reboot the PC.

But then it says sp83889 needs to be installed again!

It is stuck in this loop and at no time does the IR camera work.

The HP IR Camera appears and looks OK in Device Manager but Windows Hello says it isn't available on this device.

[The_Fossette]

@KingOfFools,

Welcome to the HP Forums!

Thank you for posting your query in this forum, it's a great place to find answers.

I reviewed your post and I understand that the windows hello is not working.

Don’t worry, I assure you I will try my best to get this sorted.

Follow the below steps and check if it helps.

1. Download the RGB Camera firmware update tool from hp.com (sp81543.exe).
2. Run the firmware update tool on the PC connected to the monitor.
3. In Desktop mode, right-click on the Windows Menu (lower left corner of Device Manager.screen) and select
4. Expand Imaging Devices.
5. Right-click HP HD Camera (or similar device), and select Remove.
6. Reboot the PC.

 Then, Disable Windows Hello and the run the Hello setup again

1. Select Settings > Account > Sign-in Options > Face Recognition then click the Remove button.
2. Select Settings > Account > Sign-in Options > Windows Hello > Face, then click the Setup button.

Let me know how it goes and you have a great day!

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care.

Cheers!

[KingOfFools]

Many thanks - I tried the steps you described but they did not make any difference.

One thing I noticed is that the Firmware updater you linked to is for a HP Envy 34 Monitor but I have an Envy 17 laptop.

Is there a firmware updater package for the webcam in my HP ENVY - 17-ae102na laptop?

[The_Fossette]

@KingOfFools,

It is great to have you back and your patience is greatly appreciated.

I recommend you uninstall the IR camera driver from device manager and then reinstall it.

Here is how it is done.

1. Start Control Panel, click Hardware and Sound, and then click Device Manager.
2. Expand the node that represents the type of device that you want to uninstall, right-click the device entry, and click Uninstall.
3. On the Confirm Device Removal dialog box, click OK to start the uninstall process.
4. When the uninstall process is complete, remove the device.

NOTE: On the Confirm Device Removal dialog box, click the Delete the driver software for this device option to delete the driver package that was used for the device.

Once the driver is uninstalled then download the driver from the below link and install it and test.

http://hp.care/2nikIQ9

Let me know how it goes and you have a great day!

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!

[KingOfFools]

The download site for the link is not working:

This site can’t be reached
hp.care took too long to respond.

[DavidSMP]

@KingOfFools,

I read the quick response. Thanks for responding. It is great to have you back. you've displayed great temperament and an immaculate attitude to resolve things here. Kudos to you for that. As @The_Fossette is out for the day, I am responding on his behalf.

Please try to download the file from this link: https://support.hp.com/in-en/drivers/selfservice/hp-envy-17-ae100-laptop-pc/16851067/model/18840658 and select the correct operating system and then install it.

Hope this helps. Let me know how it goes. To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care and have a blessed week ahead. 🙂

 Cheers!

[KingOfFools]

Unfortunately, it is still not working.

I have tried all three drivers I found (sp81558, sp83889 and sp88131). None work and whichever one I install, HP Support Assistant always suggests installing a different one.

[The_Fossette]

@KingOfFools,

It is great to have you back and your patience is greatly appreciated.

I recommend you download and install the following SoftPaq: SP71801 file download 

Let me know how it goes.

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!

[KingOfFools]

I downloaded sp71801 and ran the installer.

However it failed with the following error:

The installer failed to detect an Intel® RealSense™ 3D camera on this system. The installation was terminated.

This laptop does not have a 3D camera.

[The_Fossette]

@KingOfFools,

It is great to have you back and your patience is greatly appreciated.

I recommend you uninstall the webcam driver from device manager and then download and install it from the below link and check whether it resolves the issue.

https://ftp.hp.com/pub/softpaq/sp88001-88500/sp88131.exe

If you continue to face the issue, I recommend you create a new user account on the computer and check whether the webcam works correctly on the new account.

Follow the steps in the below artilce to create a new user account.

https://support.microsoft.com/en-in/help/4026923/windows-10-create-a-local-user-or-administrator-acc...

Let me know how it goes. Awaiting your reply!

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Good day! Take care 🙂

Cheers!