New HP laptop cannot find camera

[Florio60]

I very recently purchased an HP Envy 17.3 inch Laptop PC 17-da0000nl. I initially had a few problems getting the camera to work when using desktop Messenger, but got it running in the end. The other day, I went to host a Zoom meeting only to find that the camera was no longer working, and could not even be found. When checking on Device Manager, both the HP SMP camera and the HP IR camera had Code 45 (device not connected). I got in touch with HP online (chat service based in India!!), and I was advised to do a Windows reset. I did this with the result that the two cameras were no longer even listed under Device Manager. I was then told to run a factory reset, which I did last night. The cameras are still missing. I cannot contact HP online again until Tuesday, and am in any case very sceptical regarding any further advice from their technical assistance. I thought someone here might be able to help me.

My Windows 11 version is 25H2.

Thanks to whoever can lend a hand.

[VikramTheGreat]

Hi @Florio60,

Welcome to the HP Support Community.
 

Thank you for posting your query. I will be glad to help you.

I can feel your frustration, especially after going through a Windows reset and a full factory reset, only to find that your HP Envy 17-da0000nl laptop’s camera is still missing from Device Manager. That moment when you're ready to host a Zoom meeting and the camera simply vanishes can be incredibly disheartening.

Let’s walk through a few targeted recovery steps.

Step-by-Step Fix for Missing Camera (Code 45 or Disappeared)

1. Check for Hidden Devices in Device Manager

Sometimes Windows hides disconnected devices:

• Open Device Manager.
• Click View → Show hidden devices.
• Expand Imaging Devices, Cameras, or Universal Serial Bus controllers.
• If you see the camera grayed out, right-click → Uninstall.
• Restart your PC and check again.

2. Use HP Hardware Diagnostics (UEFI)

Let’s check if the camera is still physically detected:

• Shut down your laptop.
• Power it on and immediately press F2 repeatedly to enter HP UEFI Diagnostics.
• Go to Component Tests → Webcam.
• If the test is missing or fails, it may indicate a hardware or connection issue.

3. Reinstall HP Camera Drivers Manually

HP’s support site may still offer drivers for your model:

• Visit 👉 HP Envy Laptop 17-da0000nl (A1SV6EA) | HP® Support
• Download and install if it's listed: 
  • Intel Chipset and MEI (Management Engine Interface) drivers

4. Run Windows Optional Updates

• Go to Settings → Windows Update → Advanced Options → Optional Updates.
• Look under Driver Updates for any camera-related entries.

5. Check Privacy Settings

Sometimes Windows disables camera access:

• Go to Settings → Privacy & Security → Camera.
• Make sure Camera access is turned on for apps like Zoom and Messenger.

I hope this helps.

Take care and have an amazing day!
 

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Regards,

VikramTheGreat

[Florio60]

Hello VikramTheGreat.

Sorry for not replying sooner, but a lot has happened over the past 24 hours. I'd already tried all the possible solutions you mentioned but without success, and the even the HP Hardware Diagnostics (UEFI) was giving me problems. When I tried to do a power reset, I got a CMOS Checksum error 502. Anyway, I arranged with HP technicians via Chat for them to collect the laptop and repair it. I received detailed instructions on how to prepare the computer prior to collection, and so removed all files, programs, passwords etc. To my amazement, at that point the cameras suddenly reappeared and were working, and even HP Hardware Diagnostics was running smoothly. So I contacted the HP technicians again the following morning and told them to cancel the pick up since the laptop had found the cameras etc. UPS evidently didn't get the message, because they came to collect the computer in the early afternoon; I sent them away explaining that the laptop was now okay. 

Then I set about reinstalling files and programs, beginning with security software. After installing the antivirus, I saw that the cameras drivers were no longer connected, so I uninstalled the antivirus, but the cameras were still not functioning . A system restore also failed to get them working. So now I'm going to have to call HP again to come and collect the laptop!!

[VikramTheGreat]

Hi @Florio60,

Thank you for letting me know that the issue is still occurring even after trying all the steps. At this point, the best recommendation would be to send the device in for service so it can be diagnosed and fixed as quickly as possible. I’ll be here to help you with the next steps whenever you’re ready.

To get you further assistance, we need to take this conversation to a private chat. We're inviting you to a private message to protect your privacy and ensure that any sensitive information remains confidential. 

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.  

We're looking forward to helping you resolve this issue! 

Stay tuned, and thanks for your patience! 

VikramTheGreat

HP Support