Webcam stopped working + USB ports stopped working

[Pseudonymous]

Hello all!

I am helping a customer troubleshoot the following issues on her HP Pavilion 15-cs2071nr laptop pc, running Win 10.

1. After a recent update to Win 10 ver 1909 her built-in webcam stopped working. Upon looking at the driver page, https://support.hp.com/gb-en/drivers/selfservice/swdetails/hp-pavilion-15-cs2000-laptop-pc/26122239/... I find that the driver is intended for the previous version of Windows 10. Will HP be releasing an updated driver for Win 10 ver 1909? Has anyone else experienced problems with their webcam after the Win 10 update? We cannot use an external camera because of the following issue.

2. Additionally, a day or so before the Windows update her USB ports stopped working. After the update the situation is unchanged. Every time she plugs in a device she gets the message, "windows cannot recognize the device," and Device Manager gives "Unknown USB device (device descriptor request failed) code 43." We tried plugging in a mouse, plugging in a flash drive, nothing works. I tried uninstalling the USB root hub drivers, as well as the usb host controller driver, and then rebooting. That didn't help either, Windows just reinstalled the same drivers. I even tried using another more generic driver that Windows gave me the option of installing, and that didn't work either. Could it be a hardware issue? Do USB ports randomly stop working? We ran the HP Support assistant and updated all the drivers, rebooted a few times, ran Windows Update etc. She hasn't dropped her laptop or anything, and its not an old machine, maybe less than a year old.

[Echo_Lake]

@Pseudonymous

Thank you for posting on the HP Support Community.

Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details:

• Does Webcam is listed in Device Manager?
• Did you check the camera privacy switch? The switch is usually on the right-hand side of the PC,

While you respond to that, let's try these steps: 

Hard Reset: Follow steps from the link: https://hp.care/2GnkMa8. (do not skip any troubleshooting steps even if you feel steps are repeating)

BIOS default: 

1. Turn off the computer and wait five seconds.
2. Press the Power button to start the computer and repeatedly press the F10 key to enter the BIOS setup menu.
3. On the BIOS Setup screen, press F9 to select and load the BIOS Setup Default settings.
4. Press F10 to Save and Exit.
5. Use the arrow keys to select Yes, then press Enter when asked Exit Saving Changes?
6. Follow the prompts to restart your computer. If the issue persists, follow the next steps.

Perform 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 .
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.
7.  If the issue persists, follow the next steps.

Microsoft System Restore:

System Restore returns your computer to the files and settings from the restore point. Your personal files and documents are not affected. Click here: https://support.hp.com/in-en/document/c03327545

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.