HP Spectre x360 Convertible 13-ae0xx Internal Camera Not Found (Only recognizes USB camera)

[kdpennant]

HP Spectre x360 Convertible 13-ae0xx

Serial #[Personal Information Removed]

Product # 2LU97UA#ABA

Windows Operating System: 10 Pro

I have been using an external Logitech webcam mounted on my extra computer monitors for the last few months but the other day tried to use the laptop webcam and kept getting an error that said "We can't find your camera" with the following error 0xA00F4244<NoCamerasAreAttached> even though my computer has it built in camera (it does not have a camera kill switch)

I tried to follow all of the steps in this forum https://h30434.www3.hp.com/t5/Notebook-Hardware-and-Upgrade-Questions/Webcam-not-working-on-brand-ne...

but nothing works. The Camera never shows up in the Device Manager and I cannot find the original Webcam software. I re-downloaded the drivers, bios, did a system reset. I am wondering if the driver software is not compatible with Windows 10 Pro? Any help would be appreciated.

[sandytechy20]

@kdpennant

Welcome to the HP support community.

 If your webcam has stopped working after installing a new update, you should uninstall the update and roll back to the older version. You will have to open Device Manager > right-click on the device > select Properties > switch to Driver tab > click on Roll Back Driver button > select Yes on the next window. After that, you need to restart your PC to check whether it is working.

If that doesn't work or there were no updates before the issue occurred, you might need to uninstall the webcam driver.

To do this, open Device Manager > right-click on the device > select Properties > switch to Driver tab > click on the Uninstall Device button.

Restart your computer and then open Device Manager again and click on Action > Scan for hardware changes. (this would automatically reinstall the best drivers for it)

Once done, I suggest you install all the latest pending Windows updates as below and check if it helps.

1. Go to “settings” and click on “update and security”.
2. Under tab “Windows update”, click on the icon “check for updates”.
3. Then once you find the pending updates install it and check.

FOR DETAILS & FURTHER INSTRUCTIONS, USE THIS LINK: CLICK HERE

(By the end of this article all the issues should be resolved)

I hope that helps.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[kdpennant]

Hi Sandytechy20, thank you for the response.

When I go into my Device Manager, the built-in webcam does not show up anywhere (under Cameras, Imaging Devices, etc). The only camera that shows up is my plugged-in Logitech camera. When I do a restart, go back into Device Manager and 'Scan for Hardware Changes' the device also does not show up.

I tried to re-install the driver from the HP webpage to see if that would help but there are no drivers available for my computer related to a webcam/video; they are only audio. Can you send me a link to the webcam driver?

This is where I was looking for the driver: https://support.hp.com/us-en/drivers/selfservice/hp-spectre-13-ae000-x360-convertible-pc/16779579/mo...

This is my computers:

model #: HP Spectre x360 Convertible 13-ae0xx

serial #:[Private information removed]

product #: 2LU97UA#ABA

[kdpennant]

Sandytechy20, I should also mention that when I use the "Hp PC Hardware Diagnostics" tool that system also does not recognize an internal webcam on my system.

[sandytechy20]

@kdpennant

I request you to talk to HP support.

They might have multiple options to help you with this.

1. Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true
2. Select the country.
3. Enter the serial of your device.
4. Select the country from the drop-down.
5. Click on "Show Options".
6. Fill the web-form. A case number and phone number will now populate for you.

Cheers.

[kdpennant]

Hi @Sandytechy20; I tried to follow your instructions below but never see a field called "Show Options" or the ability to fill out a form. Is there a direct link you can send me?

[Echo_Lake]

@kdpennant

Thank you for posting back. 

As we have limited support boundaries in the support community as of now.

I would request you to contact our Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link:  www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance. Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.