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441238
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Message 1 of 6
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Truevision HD Webcam not working

HP Recommended
HP Pavilion Gaming Notebook - 15-ak002na
Microsoft Windows 10 (64-bit)

I have tried to use my Webcam for Zoom during lockdown.

 

The camera only works for a few seconds and the picture has lines across it and then it either freezes or goes completely blank. The little white light comes on when an application is trying to use the camera

 

I am running the latest version of Windows 10 with all applicable WIndows updates installed. I am also using McAfee Internet Security 2020.

 

There are no errors or conflicts in the Device Manager.

 

I have tried with both the Windows Camera App and Cyberlink Youcam 

5 REPLIES 5
praveen196
HP Support Agent
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Message 2 of 6
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@441238 Welcome to HP Community!

 

I understand the webcam on your notebook is not working. I'll do my best to help! To start, please try all of the suggestions in this document: Webcam Troubleshooting (Windows 

 

If that doesn't help, then here is something else you can try, and it should resolve the issue:

 

1. Go into Device Manager, then Imaging Devices.

2. Right-click on the webcam, and select "uninstall".

3. Restart the computer. This will force the webcam driver to be reinstalled.

 

Keep us posted,

If you would like to thank us for our efforts to help you, 


Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 


Have a great day!

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441238
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Evening Praveen196,

 

I did have a Restore Point for 27/04 which was the day before the issue started - on 28/04 I was on Zoom and after about 90 minutes it stopped working. I have restored Windows back to 27/04.

 

have tried all of the above as requested and I still have the same problem, but I do now have an Error Code PhotoCaptureStartTimeout Error Code 0xA00F4292.

 

Kind regards

 

Tim

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praveen196
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@441238

 

Thank you for the update.

 

Please try creating a new user account on your computer.

 

Go to http://hp.care/2dWJKgW  and follow the steps to create a new user account.

 

If the issue still persists, perform the system reset.

 

Have a  nice day!!

 

 

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441238
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Praveen,

 

I have done as suggested.

The new User Account gave the same result, so I reset the laptop and did a clean install of Windows10 - still didnt work

I then created another new User Account.

 

I have the following from the Device Manager for the camera

 

Log Name: System
Source: Microsoft-Windows-UserPnp
Date: 18/05/2020 10:48:57
Event ID: 20001
Task Category: (7005)
Level: Information
Keywords:
User: SYSTEM
Computer: HP-Laptop
Description:
Driver Management concluded the process to install driver usbvideo.inf_amd64_f226486a1f40ff3b for Device Instance ID USB\VID_05C8&PID_0379&MI_00\6&E9F5D61&0&0000 with the following status: 0x0.
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="Microsoft-Windows-UserPnp" Guid="{96f4a050-7e31-453c-88be-9634f4e02139}" />
<EventID>20001</EventID>
<Version>0</Version>
<Level>4</Level>
<Task>7005</Task>
<Opcode>0</Opcode>
<Keywords>0x8000000000000000</Keywords>
<TimeCreated SystemTime="2020-05-18T09:48:57.205426300Z" />
<EventRecordID>133</EventRecordID>
<Correlation />
<Execution ProcessID="3548" ThreadID="3560" />
<Channel>System</Channel>
<Computer>HP-Laptop</Computer>
<Security UserID="S-1-5-18" />
</System>
<UserData>
<InstallDeviceID xmlns="http://manifests.microsoft.com/win/2004/08/windows/userpnp">
<DriverName>usbvideo.inf_amd64_f226486a1f40ff3b</DriverName>
<DriverVersion>10.0.18362.693</DriverVersion>
<DriverProvider>Microsoft</DriverProvider>
<DeviceInstanceID>USB\VID_05C8&amp;PID_0379&amp;MI_00\6&amp;E9F5D61&amp;0&amp;0000</DeviceInstanceID>
<SetupClass>{ca3e7ab9-b4c3-4ae6-8251-579ef933890f}</SetupClass>
<RebootOption>false</RebootOption>
<UpgradeDevice>false</UpgradeDevice>
<IsDriverOEM>false</IsDriverOEM>
<InstallStatus>0x0</InstallStatus>
<DriverDescription>USB Video Device</DriverDescription>
</InstallDeviceID>
</UserData>
</Event>

Log Name: Microsoft-Windows-Kernel-PnP/Configuration
Source: Microsoft-Windows-Kernel-PnP
Date: 18/05/2020 10:48:57
Event ID: 410
Task Category: None
Level: Information
Keywords:
User: SYSTEM
Computer: HP-Laptop
Description:
Device USB\VID_05C8&PID_0379&MI_00\6&e9f5d61&0&0000 was started.

Driver Name: usbvideo.inf
Class Guid: {ca3e7ab9-b4c3-4ae6-8251-579ef933890f}
Service: usbvideo
Lower Filters: WdmCompanionFilter
Upper Filters:
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="Microsoft-Windows-Kernel-PnP" Guid="{9c205a39-1250-487d-abd7-e831c6290539}" />
<EventID>410</EventID>
<Version>0</Version>
<Level>4</Level>
<Task>0</Task>
<Opcode>0</Opcode>
<Keywords>0x4000000000000000</Keywords>
<TimeCreated SystemTime="2020-05-18T09:48:57.202160500Z" />
<EventRecordID>217</EventRecordID>
<Correlation />
<Execution ProcessID="4" ThreadID="2408" />
<Channel>Microsoft-Windows-Kernel-PnP/Configuration</Channel>
<Computer>HP-Laptop</Computer>
<Security UserID="S-1-5-18" />
</System>
<EventData>
<Data Name="DeviceInstanceId">USB\VID_05C8&amp;PID_0379&amp;MI_00\6&amp;e9f5d61&amp;0&amp;0000</Data>
<Data Name="DriverName">usbvideo.inf</Data>
<Data Name="ClassGuid">{ca3e7ab9-b4c3-4ae6-8251-579ef933890f}</Data>
<Data Name="ServiceName">usbvideo</Data>
<Data Name="LowerFilters">WdmCompanionFilter</Data>
<Data Name="UpperFilters">
</Data>
<Data Name="Problem">0x0</Data>
<Data Name="Status">0x0</Data>
</EventData>
</Event>

Log Name: Microsoft-Windows-Kernel-PnP/Configuration
Source: Microsoft-Windows-Kernel-PnP
Date: 18/05/2020 10:48:57
Event ID: 400
Task Category: None
Level: Information
Keywords:
User: SYSTEM
Computer: HP-Laptop
Description:
Device USB\VID_05C8&PID_0379&MI_00\6&e9f5d61&0&0000 was configured.

Driver Name: usbvideo.inf
Class Guid: {ca3e7ab9-b4c3-4ae6-8251-579ef933890f}
Driver Date: 06/21/2006
Driver Version: 10.0.18362.693
Driver Provider: Microsoft
Driver Section: USBVideo.NT
Driver Rank: 0xFF2002
Matching Device Id: USB\Class_0e
Outranked Drivers:
Device Updated: false
Parent Device: USB\VID_05C8&PID_0379\5&6a18b70&0&3
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="Microsoft-Windows-Kernel-PnP" Guid="{9c205a39-1250-487d-abd7-e831c6290539}" />
<EventID>400</EventID>
<Version>0</Version>
<Level>4</Level>
<Task>0</Task>
<Opcode>0</Opcode>
<Keywords>0x4000000000000000</Keywords>
<TimeCreated SystemTime="2020-05-18T09:48:57.027118900Z" />
<EventRecordID>215</EventRecordID>
<Correlation />
<Execution ProcessID="4" ThreadID="260" />
<Channel>Microsoft-Windows-Kernel-PnP/Configuration</Channel>
<Computer>HP-Laptop</Computer>
<Security UserID="S-1-5-18" />
</System>
<EventData>
<Data Name="DeviceInstanceId">USB\VID_05C8&amp;PID_0379&amp;MI_00\6&amp;e9f5d61&amp;0&amp;0000</Data>
<Data Name="DriverName">usbvideo.inf</Data>
<Data Name="ClassGuid">{ca3e7ab9-b4c3-4ae6-8251-579ef933890f}</Data>
<Data Name="DriverDate">06/21/2006</Data>
<Data Name="DriverVersion">10.0.18362.693</Data>
<Data Name="DriverProvider">Microsoft</Data>
<Data Name="DriverInbox">true</Data>
<Data Name="DriverSection">USBVideo.NT</Data>
<Data Name="DriverRank">0xff2002</Data>
<Data Name="MatchingDeviceId">USB\Class_0e</Data>
<Data Name="OutrankedDrivers">
</Data>
<Data Name="DeviceUpdated">false</Data>
<Data Name="Status">0x0</Data>
<Data Name="ParentDeviceInstanceId">USB\VID_05C8&amp;PID_0379\5&amp;6a18b70&amp;0&amp;3</Data>
</EventData>
</Event>

Log Name: Microsoft-Windows-Kernel-PnP/Configuration
Source: Microsoft-Windows-Kernel-PnP
Date: 18/05/2020 10:45:39
Event ID: 430
Task Category: None
Level: Information
Keywords:
User: SYSTEM
Computer: HP-Laptop
Description:
Device USB\VID_05C8&PID_0379&MI_00\6&e9f5d61&0&0000 requires further installation.
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="Microsoft-Windows-Kernel-PnP" Guid="{9c205a39-1250-487d-abd7-e831c6290539}" />
<EventID>430</EventID>
<Version>0</Version>
<Level>4</Level>
<Task>0</Task>
<Opcode>0</Opcode>
<Keywords>0x4000000000000000</Keywords>
<TimeCreated SystemTime="2020-05-18T09:45:39.864829100Z" />
<EventRecordID>148</EventRecordID>
<Correlation />
<Execution ProcessID="4" ThreadID="32" />
<Channel>Microsoft-Windows-Kernel-PnP/Configuration</Channel>
<Computer>HP-Laptop</Computer>
<Security UserID="S-1-5-18" />
</System>
<EventData>
<Data Name="DeviceInstanceId">USB\VID_05C8&amp;PID_0379&amp;MI_00\6&amp;e9f5d61&amp;0&amp;0000</Data>
</EventData>
</Event>

Log Name: Microsoft-Windows-Kernel-PnP/Configuration
Source: Microsoft-Windows-Kernel-PnP
Date: 18/05/2020 10:45:37
Event ID: 430
Task Category: None
Level: Information
Keywords:
User: SYSTEM
Computer: HP-Laptop
Description:
Device USB\VID_05C8&PID_0379&MI_00\6&e9f5d61&0&0000 requires further installation.
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="Microsoft-Windows-Kernel-PnP" Guid="{9c205a39-1250-487d-abd7-e831c6290539}" />
<EventID>430</EventID>
<Version>0</Version>
<Level>4</Level>
<Task>0</Task>
<Opcode>0</Opcode>
<Keywords>0x4000000000000000</Keywords>
<TimeCreated SystemTime="2020-05-18T09:45:37.952810800Z" />
<EventRecordID>104</EventRecordID>
<Correlation />
<Execution ProcessID="4" ThreadID="332" />
<Channel>Microsoft-Windows-Kernel-PnP/Configuration</Channel>
<Computer>HP-Laptop</Computer>
<Security UserID="S-1-5-18" />
</System>
<EventData>
<Data Name="DeviceInstanceId">USB\VID_05C8&amp;PID_0379&amp;MI_00\6&amp;e9f5d61&amp;0&amp;0000</Data>
</EventData>
</Event>

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praveen196
HP Support Agent
HP Support Agent
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@441238 

 

I understand your concern. 

 

In that case, I would suggest you contact our phone support and check for the support option. They will help you.

 

Here is how you can get in touch with phone support.

 

 

1)Click on this link - www.hp.com/contacthp/

 

2)Select the product type.

 

3)Enter the serial number of your device or select let HP detect your product option.

 

4)Select the country from the drop-down.

 

5)You should see the HP phone support number or Chat option listed.

 

We are experiencing longer than expected wait times to reach an agent due to the CoViD-19 impact and there might have been issues in you getting the expected resolution on the issue. 

 

Have a nice day!!

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