Envy 360 Camera Not Working

[Moolie]

My internal camera is not working.  The hello screen says it cannot turn on my camera.  When I open the Camera App, it says it can not locate my camera.

I am not sure if it is the correct one but the camera I have installed is

HP Wide Vision FHD Camera  (I think I installed this following some elses post and deleted the original camera)

The imaging device I have is

Realtek DMFT - IR  

Can someone please assist.

[Echo_Lake]

@Moolie
Thank you for posting on the HP Support Community.

• Did this happen after a recent window or software update?
• Have you made any hardware/software changes?
• Have you tried a wired ethernet connection?

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

Hard Reset: Follow steps from the link: https://hp.care/2GnkMa8.

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.

Next, uninstall Imaging Device from device manager.

1. Use shortcut keys Win + X on Windows 10.
2. Select Device Manager.
3. Expand the entry. Right-click the Imaging Device and select Uninstall device.
4. You may need to check the option Delete the driver software for this device, and then click the Uninstall button.
5. Reboot the computer.

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.

[EddyK]

Hello @Moolie,

Pardon my sudden intrusion.

Could you provide a specific model name or product number? E.g. HP Spectre x360 - 13-ap0028ca or 5MT98UA#ABL

Information on how to find a laptop's model name or product number is detailed in this HP document. (Please do not post serial numbers on the HP Support Community. The difference between a product number and a serial number is that the product number contains a # sign)

There may be a quick fix depending on the model.

[Moolie]

Hi Eddyk

The model name is : 

HP Envy x360 Convertible 15-bq100au

The product ID is:

2xj43pa#abg

Hoping it is a quick fix.

Thanks

Michael

[EddyK]

@Moolie sorry never mind, it's a different model - so we'll have to stick with troubleshooting. Sorry for intruding. @Echo_Lake. 

I would recommend going through what Echo_Lake has suggested first. Then try out these updates below:

HP Notebook System BIOS Update (AMD Processors)

https://ftp.hp.com/pub/softpaq/sp96501-97000/sp96792.exe

Description:

This package provides an update to the System BIOS. The update installs on supported notebook models using a supported Microsoft Windows Operating System. It is necessary to restart the system to complete the installation.

Can you also check whether all updates are done? This can be done through Settings > Update and Security > Windows Update.

HP IR Camera Driver (Windows 10 v1803)

https://ftp.hp.com/pub/softpaq/sp88501-89000/sp88735.exe

Description:

This package provides the driver to enable the HP IR Camera in supported notebook models that are running a supported operating system. The HP IR Camera provides support for Windows Hello facial recognition biometric authentication.

[Moolie]

Thanks @Echo, Thanks @Eddy.  I will let you know how I go.

[Moolie]

Hi Echo

Im not sure when this started as it was some months ago and I did nothing about it.  I certainly made no hardware changes.  How is an ethernet connection going to assist getting the internal camera working?

[Moolie]

We have tried everything in the above posts and no good.  We are now updating the version of Windows 10 to see if that helps  

[Moolie]

Folks,

WIndows was updated.  Under cameras in device manager, we now have HP IR Camera where this was missing before.  Now when you start up hello and turn on face recognition, the camera light goes on, the window goes white and a message asks you to centre your face on the camera,  All you see is white.

When you run the camera app, the light comes on but the app stays black.  When you take a photo, you get the following error.  

Something went wrong.

Try restarting your device.

If you need it, here is the error code:

0xA00F4292<PhotoCaptureStartTimeout>