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SectorRGZ
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Message 1 of 4
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Computer Camera Only Shows a Black Screen

HP Recommended
HP Pavilion x360 Convertible
Microsoft Windows 10 (64-bit)

My camera is not working. When I go to the camera app, instead of showing the image, it displays a black screen. It only works after I hardly press under the camera. I'm not 100% sure if this is a software or hardware issue. I've done all types of things to fix it. Like updating the driver, updating BIOS, and checking privacy and access settings. I just want to make sure if it's a software or hardware issue before I go to a store to try to get it fixed there. 

3 REPLIES 3
Echo_Lake
HP Support Agent
HP Support Agent
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Message 2 of 4
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@SectorRGZ

Thank you for posting on the HP Support Community.
 

Don't worry as I'll be glad to help, 

I appreciate your efforts to try and resolve the issue. I would suggest performing a system factory reset will put the computer back to the original factory settings in this way all corrupted and outdated software will be removed. 

 

While doing the recovery there is an option to backup your personal files. If you have not previously done one now is a good time. 


Restoring Files that were Backed Up Using HP Recovery Manager (Windows )You can also contact HP support for assistance. They can remotely access your system to help alleviate difficulties: www.hp.com/contacthp/

 

The HP Cloud Recovery Tool allows you to download recovery software to a USB drive. You can use the downloaded recovery image file in order to install the Windows operating system. 

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.

ECHO_LAKE
I am an HP Employee

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SectorRGZ
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Message 3 of 4
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I reset the computer and the problem is still there. The camera is still showing a grey/black screen. I think it's an issue with the wiring/computer itself rather than software.

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Echo_Lake
HP Support Agent
HP Support Agent
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Message 4 of 4
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@SectorRGZ

Thank you for posting back.

 

I appreciate your efforts to try and resolve the issue. This sounds like hardware related issue with the web camera and in order to fix this issue,  your computer needs to be serviced.  As we have limited support boundaries in the support community as of now. 

I would request you to reach out to our Support and our Support Engineers should be able to check the available service options in order to diagnose the computer physically.  HP Support can be reached by clicking on the following link:  www.hp.com/contacthp/​​​​​​​
 

Please feel free to contact us here anytime you need any further assistance. Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

ECHO_LAKE
I am an HP Employee

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