03-27-2020 02:19 AM
My camera does not appear in my devices
I have tried the find option and reset the system twice but still no camera.
Help assistant says if those steps don't work it might be a hardware fault but that would seem rare
Thanks in advance for any ideas
Solved! Go to Solution.
03-31-2020 04:40 PM
@DerekEdin That would be rare indeed, however, here's a few steps to confirm if that is the cause of the issue:
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 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.
- Go to “settings” and click on “update and security”.
- Under tab “Windows update”, click on the icon “check for updates”.
- 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)
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I am an HP Employee
04-01-2020 08:35 AM
Thanks for getting back to me.
In my original post the first thing I mentioned was that the camera is not in the list in device manager and trying to add it though the classic process did not work.
As it does not exist I cannot roll back.
I bought the laptop in November but never tried to webcam until now.
I found a driver and installed it but of course without the camera being recognised it cannot achieve anything.
Takes me back to the hp assistant saying camera must be broken / unconnected.
I am loathe to try to update the BIOS .
Take care during this virus crisis
04-01-2020 02:18 PM
@DerekEdin I hope you are doing well in the virus crisis too, and about the steps you've mentioned, if none of what I suggested worked, you are right, we may have an internal disconnection of webcam or its faulty, and I suggest you talk to HP support and discuss your options, follow the below steps to get started:
1) Click on this link - http://www.hp.com/contacthp/
2) Click on Sign-in or select the product using the below step:
3) Enter the serial of your device.
4) Select the country from the drop-down.
5) Click on "Show Options".
Fill the web-form, to populate a case number and phone number for yourself!
Also, if you are having trouble navigating through the above options, it's most likely because the device is out of warranty, if yes? please send me a private message with the region you are contacting us from,
here's how private messages work: Click here for details.
If you wish to thank me for my efforts, you could click on "Accept as solution" on my post as the solution should help others too.
I am an HP Employee
04-03-2020 09:39 AM
Thanks again. It is still in warranty but I bought it from a store called PC World and hp says their warranty doesn't apply so I have to contact the store.
Obviously I cannot go here just now so have tried to contact them though their site.