HP True Vision 5MP Camera has been corrupted by updates

[Charlos1]

The Intel(R) TGL AVStream Camera Driver for the HP True Vision 5MP Camera has been corrupted by updates and a new version is needed. When will this come out, please?

[Deep_World]

Hi @Charlos1,
 
Welcome to the HP Support Community!

Thanks for reaching out!

I Understand your concern about the camera issue, don’t worry let me help you with this.

To better understand the issue, could you please provide a few more details?

• Are you seeing any error messages in Device Manager (for example, “Code 10” or “Driver not found”)?
• Did the issue begin after a Windows Update or after installing HP Support Assistant updates?
• Is the camera not detected at all, or does it show up but fails to function in apps like Zoom or Teams?

In the meantime, here are a few troubleshooting steps you can try:

1. Check Device Manager:
   • Press Windows + X → choose Device Manager → expand Cameras.
   • Right-click the HP True Vision 5MP Camera → select Uninstall device.
   • Restart your PC; Windows will attempt to reinstall the driver automatically.
2. Run Windows Update: Sometimes Microsoft pushes updated drivers through Windows Update. Make sure your system is fully updated.
3. HP Support Assistant: Open HP Support Assistant and check for driver updates specific to your model.
4. Roll Back Driver: If the issue started after a recent update, you can try rolling back to the previous driver version in Device Manager (under Camera → Properties → Driver tab → Roll Back Driver).
5. BIOS/Chipset Updates: Occasionally, updating the BIOS or chipset drivers from HP’s official support page  https://support.hp.com/ for your laptop model can resolve camera compatibility issues.

Could you share your exact HP laptop model number and serial number and the product number via private message ? That will help me guide you to the correct driver page and confirm if a newer driver is already available for download.

To access your private message, just click the little blue envelope icon on the upper right corner of your HP Community profile, next to your profile name. Alternatively, you can click on this link. 

You can use this link as well: 

Private Messages - HP Support Community

I hope this helps.

[Charlos1]

Product number: 4M143UA#ABA, Serial number: CND2062XYT , Spectre x360 16-f0013dx

Camera's been offline for awhile.

I've tried all the steps you mentioned.

I have seen 'Code 10'

The camera is recognized as AVStream some places, not recognized in others like Zoom. Teams sees 'AvStream Media Device' but then tells me 'your camera is not working"

In Bluetooth & Devices, says 'Camera preview failed to start, please reload the page and try again'. The built in shutter toggles correctly. 

I sometimes see 'camera is in use by another program', but no apps show using it in privacy settings.

[Deep_World]

Hi @Charlos1,
 

Thanks for your response. 

I completely understand and  You’ve already put in a lot of effort trying the usual troubleshooting steps, and the fact that you’re seeing “Code 10” along with the device showing up as “AVStream Media Device” suggests that the issue may be deeper than a simple driver conflict.

Since the built-in shutter is responding correctly but the camera itself isn’t initializing, this points to a possible hardware-level fault or firmware corruption that can’t be resolved through software updates alone.

 At this stage, the best course of action would be to have your HP Spectre x360 examined directly by our service team. They’ll be able to run diagnostics, reflash the firmware if needed, or replace the camera module if it’s defective.

I recommend reaching out to your nearest HP authorized service center so they can take care of this for you. 

To ensure your device receives the appropriate care, we recommend visiting an authorized HP service center. Our certified technicians can provide a thorough diagnosis and offer the best solutions to address the issue.​

You can locate the nearest HP service center using our Service Center Locator:​

🔗 HP Service Center Locator

If you need further assistance or have any questions, please don't hesitate to contact us.​

Best Regards,

Deep_World

[Charlos1]

Thanks for the response.

Replacing the camera module on this device is tricky, according to a couple of local 5- star technicians. Screen shattering is a problem as extreme heat is required to soften connection materials on the very thin screen, so they both recommend a cheap webcam as a work-around (I've been using one). That's too bad.

Are there any recall notices or service bulletins on the camera module or on the connector cord that snakes perilously close to the hinge?