Camera not working/disappeard, no facial recognition/no sign of a camera

[Sylwia1950]

With every Microsoft update my camera gets deleted and I haven't had a camera for 2 weeks now, it totally disappeared! The HP support can't fix it and tell me to send them my laptop for 2-4 weeks and it's my only laptop so I can't do it. Please help me! There is no camera under imaging devices.  Please can you tell me what to do and how to fix it? Ask me what additional information you need from me and I'll send it.

[Hawks_Eye]

Hi @Sylwia1950 

Welcome to the HP Support Community! 

Thanks for posting your query! We're here to help you get back up and running.

It sounds like your HP Envy 17.3 inch Laptop PC 17-da0000 is experiencing a recurring issue where the camera disappears after Microsoft updates. 

Here are some steps to troubleshoot and potentially resolve the problem:

 

1. Check for Physical Camera Switch

• Some HP laptops have a physical camera switch or button that disables the camera for privacy. Ensure this switch is turned on.

 

2. Enable Hidden Devices in Device Manager

• Open Device Manager (press Windows + X and select "Device Manager").
• Click View > Show hidden devices.
• Check if the camera appears under Imaging Devices or Unknown Devices. If it does, right-click and enable it.

 

3. Manually Install Camera Driver

• Visit the HP Support website and search for your laptop model (HP Envy 17-da0000).
• Download and install the latest camera driver for your laptop.

 

4. Run Windows Troubleshooter

• Go to Settings > Update & Security > Troubleshoot > Additional troubleshooters.
• Select Camera and follow the on-screen instructions.

 

5. Update BIOS

• Outdated BIOS firmware can cause hardware detection issues. Check for BIOS updates on the HP Support website and install them.

 

6. Reset Windows Privacy Settings

• Go to Settings > Privacy > Camera.
• Ensure camera access is enabled for apps and Windows.

 

7. Perform a System Restore

• If the issue started after a recent update, use System Restore to revert your laptop to a point before the update:
  • Press Windows + R, type rstrui, and hit Enter.
  • Follow the on-screen instructions to select a restore point.

If this solution hits the spot, please come back and click "Accepted Solution" to help others find the answer. And if you'd like to say thanks, select "Yes" on the bottom left of the public post, as that would make our day! 

Take care, and have an amazing day!

Regards, 

Hawks_Eye

[Sylwia1950]

Thank you. I called the HP help desk 3 times and they did a lot of troubleshooting and I even reset the PC twice deleting everything and reinstalling everything and it's still the same! At the registration, when you set up your PC from scratch as if it was a brand new laptop, the step where you register your face for facial recognition is totally omitted as if this feature did not exist anymore and then no sign of a camera just like before with the same error message- have you had any experience with that? Do you know how to resolve it?

[Hawks_Eye]

Hi @Sylwia1950 

Thanks for your efforts and patience.

Ensure your laptop's camera is compatible with Windows Hello. Some models may not have the required infrared (IR) camera for facial recognition.

Could you please share your HP unit's serial number or product number with us via private message? 

Need help finding your product number? We've got you covered! Check out this handy guide:  

https://support.hp.com/in-en/document/ish_2039298-1862169-16 

To access your private messages, simply click the private message icon on the upper right corner of your HP Support Community profile, next to your profile name. 

We're looking forward to helping you get back up and running! 

Regards, 

Hawks_Eye

Note: Do not share any of your personal information in public, such as serial number, phone number, email ID, etc.
 

[Sylwia1950]

Hi,

I've sent you a private message with my details.

Here goes my complaint:

My laptop is only 10 months, I also bought a 3 year care plan, and I've already spent about 10 hours with the helpdesk troubleshooting on 5 or even 6 very long calls, chats and countless hours troubleshooting with google on my own. I haven't had a camera for nearly 2 months now and I need it. I also spoke to someone via whatsapp and he asked me to send many pictures of my laptop to proceed with troubleshooting my webcam! He refused to help me if I didn't prove that the hardware is in good condition. I told him it was illogical to check hardware for software issues and I refused to continue because I found it an unnecessary and pointless step that would only waste my and his time. He wished me a good day.

Now I need to send the laptop for repair and it will be with HP for 2-4 weeks. I told them that I don't have any other laptop but they refused to give me a loaner or any other help, and they just didn't care that I will now be without a laptop for up to a month. I also asked for a brand new laptop as I suspect I was sent a faulty one that I don't trust anymore but of course they refused.

Is it normal that I have to go through all this pain with HP? I paid a lot of money for it and all I got are problems. A month without a laptop is a very long time and nowadays I need it like everyday bread ‌😢‌

I thought that HP was a good company caring for its customers but it's not the case I'm afraid.

I also asked to make a complaint but they refused to give me any contact details saying that they are the technical support and they don't deal with complaints and said to look for a way to complain on the internet.

So now I'm now here to ask for technical help but also to complain and to see if it's a standard process to have this painful experience with HP.

I now regret deeply buying a laptop from you guys 😞

Please can you help me with my technical issues but also to make a complaint?

I know that I'm just one of millions of clients that are not important to HP but maybe a miracle will happen and I get help?

[Hawks_Eye]

HI @Sylwia1950 

My sincere apologies for the inconvenience caused to you.

We'd hate for you to be stuck in a situation like this. Because you matter to us.

I'm sending out a private message to assist you with the next course of action. 

Hope this helps! Keep me posted for further assistance. 

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”. 😊😊

Take care, and have an amazing day!

Regards, 

Hawks_Eye