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‎02-16-2022 09:57 AM - edited ‎02-16-2022 10:09 AM

HP Recommended
Product: HP 15.6 inch Laptop PC 15-e2000 (2K3D8AV)
Operating System: Microsoft Windows 10 (64-bit)

Hello,

 

I bought this laptop for my girlfriend about a month ago. It worked fine for about a month. But now, the webcam doesn't work anymore.
The webcam is mandatory for her Zoom classes. It has to work or she may be dropped from her course.


- Webcam doesn't work on Zoom, or in Windows Cam app.
- Webcam is enabled in Windows Settings -> Privacy -> Camera, everything is set to "Enabled".
- Webcam does not show in Device Manager.
- There is no FN + key for Camera to switch on/off, or any other keyboard button for camera.
- There is no Camera killswitch on this laptop model
- HP Support page does not offer any kind of a driver for the Webcam.
- HP Support "Auto Detect" doesn't help, it says that everything is up to date.
- No diagnostics tool helps
- BIOS is up to date.
- Windows 10 64bit is up to date.

I really need this to work, is there any hope? Or should just return it to store.


EDIT:
The "HP TrueVision HD Camera" does show in the Device Manager, but only after enabling "Show hidden devices"
However. The device is listed as grayed out, and Properties reveal following status:

"Currently, this hardware device is not connected to the computer. (Code 45)

To fix this problem, reconnect this hardware device to the computer."

- Updating does not work (it is up to date)
- Uninstalling the driver, and restarting computer does not work, it's just completely Gone from the Device Manager. Not listed even as "Hidden device"

Problem persists.Help would be greatly appreciated.

Category:
1 person had the same question
5 REPLIES 5

‎02-16-2022 10:36 AM

HP Recommended

From the user manual. I am unaware if it is quite this simple.

"To use your camera, type camera in the taskbar search box, and then select Camera from the list of applications"

 

Is the camera device enabled in the device manager?

 

In the HP PC Hardware Diagnostics UEFI utility there is indeed a component test fr the Webcam.

 

I have Version 8.4.0.0 installed and it is present. The latest version is 8.5.0.0 and it is available at the hyperlink below. (click on test hardware outside of the OS)

https://support.hp.com/us-en/help/hp-pc-hardware-diagnostics


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‎02-16-2022 11:06 AM

HP Recommended

Thank you for the reply.

However it didn't help.

Camera is not useable, and as i stated in the start post, the Camera App in the Windows doesn't work.
Additionally, as i stated in the start post, the device is not shown in Device Manager.
I have tried the HP PC Hardware Diagnostics UEFI utility, to no avail.

Help would be greatly appreciated.

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‎02-16-2022 12:39 PM - edited ‎02-16-2022 12:53 PM

HP Recommended

If the WebCam is not seen as present by the HP Hardware Diagnostics UEFI utility it means there is an actual  hardware issue.

 

The HP Hardware Diagnostics UEFI utility tests and recognizes components of the notebook outside of the operating system at the firmware level, so that means that the OS is not the issue.

 

At this point I would take it back to the store for a replacement.


I am a volunteer forum member. If my suggestion helped you solve your issue, help others by marking that post as the accepted solution. Say thanks by clicking on the Yes button next to the "was this reply helpful?"



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‎02-20-2022 11:58 AM

HP Recommended

hardware diagnostics on USB port came with an error.
hp component test failure q4q4g8-b04b1k-mfpv4k-8d1203

Full error log is in this paste: https://p.ip.fi/DaA3

i will probably have to return the laptop to store. it's really troublesome, the laptop is essential and gf already missed many classes.

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‎02-22-2022 10:48 AM

HP Recommended

That error message translates to USB error.

 

The camera might not be connected

 

I would also return a troublesome product. Essential gear is essential and keeping your gf happy  is important.


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