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gnarlywoo
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Message 1 of 24
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Black screen when using video during Zoom classes, and camera can't take pictures

HP Recommended
HP ENVY Laptop - 15-ep0010nr
Microsoft Windows 11

Hello! Thank you for taking the time to learn about my issue.

1. When I use the video option during a Zoom class, it just shows a black screen. I don't get any error messages from the Zoom app. The audio part is fine, btw.

2. When I try using the camera to take pictures, I get this error code: 0xA00F292<PhotoCaptureStartTimeout>

3. When I try using the camera to make a video, it states "Error: Unsupported video type or invalid file path".

4. The camera privacy flap/button works fine, and I understand how to use it.

5. I discovered this issue at the beginning of 2022 when I started Spring classes. My instructors for that semester didn't require students to show live video of ourselves, thankfully. I was too busy to figure out what was going on.

6. I tried to research on here and find a solution before making a post, but I wasn't sure what steps to take because I couldn't find someone with the same computer and same issues. 

Note: My computer says my product is an HP Envy Laptop 15-ep0xxx; however, this website's detector says something a little different. They probably mean the same thing, but I thought I would still mention it.

 

Thank you very much for helping me out, if you are able to. I hope that this is an easy fix before the Fall semester. If not, then I hope that my new instructors are as cool as the last semester.

~Jennifer
23 REPLIES 23
ub6424
Level 10
6,944 6,912 350 539
Message 2 of 24
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Hello @gnarlywoo 

 

Sorry to hear that you are having problems ... and I would like to help you.

 

Have you upgraded your operating system from Windows 10 to Windows 11?

The first problem is that HP does not have official drivers for Windows 11

 

Try this ...

 

(1) Update BIOS

HP Notebook System BIOS Update (Intel Processors)

F.08 Rev.A12.3 MBMay 23, 2022Download

Why should you install the update ?

https://support.hp.com/us-en/document/ish_4123786-2338478-16

Quote: "

Updating the BIOS is recommended as standard maintenance of the computer. It can also help resolve the following issues:

  • An available BIOS update resolves a specific issue or improves computer performance.
  • The current BIOS does not support a hardware component or a Windows upgrade.
  • HP Support recommends installing a specific BIOS update.

"

 

(2Reboot

(3) Install/Update

Go here -> Intel Chipset Device Software for Windows 11

Instructions:

- Download and unzip Chipset-Win10_Win11-x.zip
- Execute SetupChipset.exe

ub6424_0-1658904799028.png

 

(4Reboot and test again ... 

(5) Please report your results

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gnarlywoo
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Message 3 of 24
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First, thank you for taking the time to try and help me. It's greatly appreciated!

Unfortunately, I still have the same error messages as before when I try using the camera and video features. 

I don't know if this is worth noting, but it's like the camera tries to take a photo or film, but there isn't an image for it to capture. It's always a black screen. 

Thanks, again!

~Jennifer
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ub6424
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Message 4 of 24
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Hello @gnarlywoo 

 

I do not want to reinvent the wheel, so look here:

HP PCs - Troubleshoot the webcam (Windows 11)

Take time and dive into )

 

Please report your results

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gnarlywoo
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Message 5 of 24
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I have been going through the troubleshooting page, thanks!

Do you perhaps know what the name of my webcam would be? I am having a hard time locating it. Thanks.

~Jennifer
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ub6424
Level 10
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Message 6 of 24
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Hello @gnarlywoo 

 

Follow this clear guide, here most problems with a camera are shown and explained how to solve them.

https://www.youtube.com/watch?v=RMSrYn3MJRY&ab_channel=WindowsChimp

 

Please report your results

 

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gnarlywoo
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Message 7 of 24
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Hello!

So I have been trying to fix my webcam issue in my spare time. I am most likely going to have to take it to a professional. However, something interesting occurred when I was trying out an external webcam; after plugging in the Logitech webcam into the left USB port (when facing my laptop and using it), my actual webcam in the laptop started working! I thought it was the external one initially, but I could see myself under the Camera app after unplugging the Logitech webcam. Unfortunately, after closing out and restarting the Camera app, it was a black screen once more. And I was unable to recreate what happened. 

The Logitech webcam does work on my laptop, though. I just switch out of front-facing view, and then it starts to work. I am pretty sure I will be able to use the external webcam in my upcoming Zoom classes. 

Thank you so much for taking the time to send me all of that helpful information. Even if I couldn't fix my laptop's webcam, I certainly learned a lot along the way.

~Jennifer
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ub6424
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Message 8 of 24
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@gnarlywoo wrote:

... I was trying out an external webcam; after plugging in the Logitech webcam into the left USB port (when facing my laptop and using it), my actual webcam in the laptop started working!


There is little hope to get the webcam running, the key will be the windows <device manager>. Disconnect the logitech webcam and check if you can see the (HP) webcam device. Send me a screenshot, please.

 

 

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gnarlywoo
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Screenshot 2022-08-06 134009.jpg

~Jennifer
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ub6424
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Message 10 of 24
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Double click <HP Wide Vision HD Camera>

 

ub6424_0-1659815087780.png

 

Send screenshot of popup window

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