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makkehma
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Message 1 of 6
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Camera not working

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HP Notebook 15-dy1018ca
Microsoft Windows 10 (32-bit)

Hello,

When i first tried the camera, on my laptop there was white line and when moving the screen it disappears. I called customer support, they did some test and said that it is a driver issue and that i should call the warranty department or bring the laptop.

any solution i can do or i should being in the laptop since now when i open the camera it shows black screen only?

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Echo_Lake
HP Support Agent
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Message 2 of 6
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@makkehma
Thank you for posting on HP Support Community.

 

Don't worry as I'll be glad to help, I have a few troubleshooting steps we could try to fix the issue:  

Firstly, look for the Kill Switch

Newer HP laptops have a Kill Switch feature designed to physically disconnect your webcam.  This is helpful for preventing bad people from activating your webcam remotely but can be overlooked when trying to use the webcam for video conferencing.  If your model has a kill switch, make sure it’s switched on.

kill switch.png

 

Try a hard reset:

When Windows doesn’t see devices like cameras, sometimes it just needs to be forced to look again.  Try a power reset. 

Once detected, you should see the camera in the Device Manager.  Right-click the Start button and select Device Manager.  Expand the Cameras section to see your camera. 

 

HP HD Camera.png

  • TIP:  You can disable the web cam here in the Device Manager by right-clicking on the camera and select Disable Device.  Don’t forget to enable it later if needed.

And, also Install the driver using Windows Update and HP Support Assistant: (do not skip any troubleshooting steps if you feel steps are repeating) 

To check for updates now, select the Start button, and then go to Settings  > Update & security  > Windows Update, and select Check for updates.

Install updates from HP Support Assistant: Go to Download HP Support Assistant to install the tool.

  1. To open HP Support Assistant, double-click the HP Support Assistant icon https://support.hp.com/doc-images/932/c05040382.jpg.
  2. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.
  3. Click Check for updates and messages to scan for new updates.
  4. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.
  5. Click the update name for a description, version number, and file size.
  6. Select the box next to any updates you want to install, and then click Download and install.

Hope this helps! Keep me posted for further assistance.
Please click “
Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

ECHO_LAKE
I am an HP Employee

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makkehma
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Message 3 of 6
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Hello,

 

Thank you for your reply.

I have tried all of these steps before writing here.

When i called customer support they said it is a driver issue.

How can i solve it ?

Thank you.

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Echo_Lake
HP Support Agent
HP Support Agent
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Message 4 of 6
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@makkehma

Thank you for posting back. 

 

I appreciate your efforts to try and resolve the issue. I would suggest performing system factory reset will put the computer back to the original factory settings in this way all corrupted and outdated software will be removed. 

 

While doing the recovery there is an option to backup your personal files. If you have not previously done one now is a good time. 


Restoring Files that were Backed Up Using HP Recovery Manager (Windows )You can also contact HP support for assistance. They can remotely access your system to help alleviate difficulties: www.hp.com/contacthp/

 

The HP Cloud Recovery Tool allows you to download recovery software to a USB drive. You can use the downloaded recovery image file in order to install the Windows operating system. 

Hope this helps! Keep me posted for further assistance.
Please click “
Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

ECHO_LAKE
I am an HP Employee

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makkehma
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Hello again,

 

I tried performing system factory reset and the camera is still giving me a black screen.

Please advise,

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praveen196
HP Support Agent
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Message 6 of 6
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@makkehma

 

I understand your concerns.

 

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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