Webcam not working after BIOS update

[harmic]

After taking a bios update to version 1.06.00, the laptop webcam no longer works. When opening the windows camera app, I get error 0xa00f4271. Other webcam using applications (such as google meet) report that the camera has failed to start.

The camera was previously shown as "HP HD Camera", now it shows as "USB Boot".

The device manager reports that it is using the Microsoft driver 10.0.18362.815 (21/06/2006)

Have tried the following (rebooting after each step as well)

1) Update camera driver in driver manager. It says it has the most recent driver

2) Uninstall and then reinstall device - no effect

3) Manually select HP supplied realtek driver. - no effect

4) Windows update (it did find one windows update, but no effect)

5) Ran HP diagnostic tool. The tool detected the camera and reported it as PASSED.

We found this other question where someone else had what sounds like an identical issue. 

NB. We are in corona lockdown here and my daughter is using this computer for remote schooling so it is URGENT for us! Swift help would be really appreciated!

[Abhiskg20]

I have the same model and facing the same issue. I dont know why HP push such update without proper testing.

[KrazyToad]

@harmic

Welcome to HP Community

I have gone through your Post and would like to help

I suggest you download and run the HP Support Assistant from this Link: https://www8.hp.com/us/en/campaigns/hpsupportassistant/hpsupport.html?jumpid=va_r602_us/en/any/psg/p...

HPSA will automatically search for all the latest drivers for your Notebook

1. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.

   

2. Click Check for updates and messages to scan for new updates.

   

3. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.

4. Click the update name for a description, version number, and file size.

5. Select the box next to any updates you want to install, and then click Download and install.

Also ensure Windows is up to date.

Select the Start  button, and then go to Settings  > Update & security  > Windows Update , and select Check for updates. If Windows Update says your device is up to date, you have all the updates that are currently available

Keep me posted how it goes

Thank you and have a wonderful day 😊

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.

[harmic]

Hello @Krazytoad

Thanks for replying.

The HP support assistant was pre-installed, so I ran it. It did suggest two driver updates:

1. Intel Bluetooth Driver

2. Intel management engine 14 components driver

I took these updates, but it had no effect on the webcam.

I also took a new windows update which had appeared since the last time. Again, no effect on the webcam. It now says windows is up to date.

Regards//

[KrazyToad]

Thanks for keeping me posted

At this point I suggest you perform a Reset. Link: https://support.hp.com/in-en/document/c04742289

Keep me posted

[harmic]

Hello Krazy Toad

We followed the instructions on the link you provided to perform a windows reset. We selected the option to keep our files.

No change - the web cam still does not work.

Regards

Mike

[KrazyToad]

@harmic

Thanks for keeping me posted

At this point I suggest you contact HP Support in your Region

1) Click on this link - www.hp.com/contacthp/ 
2) Select your product type below.
3) Enter the serial of your device. 
4) Select the country from the drop-down. 
5) Select the chat or get phone number options based on your preferences. 
6) Fill the web-form and proceed further.

Thank you

[Skersten66]

I had the same problem with two devices in our company! I installed older driver versions first but without success. Then I installed the old BIOS version 01.05.04 Rev.A without success. A third identical notebook has the same BIOS version 01.06.00 but has no problems with the webcam. On this notebook two HP cameras (IR and HPD) are displayed in the device manager. The camera also works correctly. But it has the system board version "869D KBC Version 02.2D.00". The notebook with the camera problem has the system board version "869D KBC Version 02.2A.00".

The next Day...

I checked it again today. Another ProBook 440 G7 with the mainboard of version "869D KBC Version 02.2D.00" has also no problems with the BIOS update and the webcam. It seems to me only systems with version "A" are affected!

After a couple of days... and no answer from HP ...

I have now opened a support case!

[harmic · Accepted solution]

I raised this with HP support, via their WhatsApp support channel.

They had me try a number of steps that did not work, including rolling back the bios update and completely scrubbing the whole machine.

In the end they sent me a firmware flashing tool for the webcam, called Realtek_CamFWUpdateTool_HP_CKFIH21.exe

Running that tool did the trick. The camera is now working properly.

It seems like the camera lost it's firmware during the original BIOS update.

@KrazyToad you might want to look into making that tool available for others that have this problem?

[Abhiskg20]

@harmic That's Amazing. Still my webcam is not working. Can you please send me the tool. It will be a great help for me.

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