Camera problem

[Xuanson]

After installing windows 8.1...the camera is not working.  There is a screen message: " looks like there's something wrong with your camera. Check the manufacture's website for troubleshooting info." ( what is going wrong with my camera?!...)

Please help,

Thank you.

[Echo_Lake]

@Xuanson

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.

Device manager:

1. In Windows, search for and open Device Manager.
2. If there is no Imaging devices category listed, select Action, then Scan for hardware changes.

• If Device Manager does not recognize the webcam after the scan, use Microsoft System Restore to go back to a time when the webcam was working properly.

If problems persist, the webcam might have become unplugged internally, and the computer might require service to correct the issue.

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.

[Xuanson]

Dear Echo Lake, Thank you for your help! But after doing a hard reset and checking everything that you said: webcam is listed in device manager, my machine does not have a privacy switch for the camera on the side. I installed the HP media smart webcam software and the camera works with it...but does not work with the camera app from windows 8.1 pro!... Would you please help one more time!... Thank you! Son Nguyen.

[Echo_Lake]

@Xuanson
Thank you for posting back. 

I have a few troubleshooting steps we could try to fix the issue:  

Firstly, 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.

And, also run BIOS Update: Follow steps from the link: https://support.hp.com/in-en/document/c00042629

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.