Envy x360 Camera Kill Switch Not Working

[JoshScriven]

The camera kill switch is malfunctioning. When pressed, the orange light on the kill switch (F13 key) de-activates as expected. The camera is viewable in device manager and the white light next to the camera activates correctly.  However, the physical cover for the camera doesn't retract, so the webcam just displays a blank screen. 

The laptop is only 1 month old and undamaged. This has only become a problem since downloading the Windows 10H2 update, but rolling back to the previous version does not seem to solve the issue. I have not tried a full factory reset yet.

Any ideas or fixes?

[Echo_Lake]

@JoshScriven

Thank you for posting on HP Support Community.
 

Don't worry as I'll be glad to help, I have a few troubleshooting steps we could try to fix the issue:  
Hard Reset: Follow steps from the link: https://hp.care/2GnkMa8. (Refer to the removable and sealed battery)
BIOS default:(do not skip any troubleshooting steps even if you feel steps are repeating)

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. 

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.

[JoshScriven]

Thanks for the suggestions. I tried them both but unfortunately they didn't work. 

The kill switch now seems to be stuck in the 'off' position with the orange light on. Pressing it has no effect.

[Echo_Lake]

@JoshScriven

Thank you for posting back. 

I can see how that would be difficult.
What happens when you try to push the kill switch?  If the camera switch button is physically stuck that it can't be moved, then you need to be serviced in order to fix the issue. 

Keep me posted! 

[JoshScriven]

@Echo_Lake

I have now tried a full reset and the problem is still there.

The key isn't stuck, it can be pushed normally. When I push the kill switch, the orange light turns off and the camera turns on (viewable in device manager + the white light next to the camera turns on), but the physical cover doesn't retract so the camera just displays a blank screen. 

Occasionally, the kill switch seems to 'freeze' completely and not turn the camera on/off at all, but this can be solved by restarting the PC. 

[Echo_Lake]

@JoshScriven

Thank you for posting back. 

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.

[JoshScriven]

Thanks for the suggestions but they didn't have any effect. Maybe I should contact HP as the laptop is still under warranty?

[Echo_Lake]

@JoshScriven

Thank you for posting back. 

Thank you for remaining patient. I appreciate your efforts to try and resolve the issue. This sounds like hardware related issue with the switch control 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.

[leonbalmain]

It is better for you to use your responsibility than to try.
In the past I bought an iPhone and after a few months problems arose instead of contacting the importer and the service I went to the store to get service and canceled the importer's service