HP Envy x360 webcam personal authentication not working

[jalunnn]

I set up my computer a week ago and the webcam signin authentication was working fine. As of yesterday, it is no longer working. I ran an HP diagnostic and it could not find the problem. The camera is not showing an image in Settings. This should not be happening after just a week with a new computer.

[Nal_NR]

Hi @jalunnn,

Welcome to the HP Support Community. 

I'd be glad to help you! 

I understand how disappointing it must be to have your webcam stop functioning so soon after setting up your new computer, especially when it was working perfectly just a few days ago. Let’s address this issue together.

• Did you recently install any updates, software, or drivers that might have affected the camera’s functionality?
• Is the camera listed in Device Manager, and does it show any error symbols like a yellow triangle?
• Have you tried using the camera in different applications, or is it unresponsive across all apps?

Let's try these steps. 

Check Privacy Settings:

• Go to Settings > Privacy & Security > Camera. Ensure that camera access is turned on and that apps like Windows Hello and others have permission to use the camera.

Verify Camera in Device Manager:

• Press Win + X, select Device Manager, and expand the Imaging Devices or Cameras section.
• If the camera is listed, right-click it and choose Enable (if disabled) or Update Driver > Search automatically for drivers.
• If it’s not listed, select Action > Scan for hardware changes.

Reinstall the Camera Driver:

• In Device Manager, right-click the camera and select Uninstall Device. Restart your computer, and Windows should reinstall the default driver automatically.

Run Windows Troubleshooter:

• Go to Settings > System > Troubleshoot > Other Troubleshooters and run the Camera troubleshooter to detect and fix any issues.

Test in a Clean Boot Environment:

• Perform a clean boot by disabling third-party startup programs:
  • Press Win + R, type msconfig, and hit Enter.
  • Go to the Services tab, check Hide all Microsoft services, and then click Disable all.
  • Restart your computer and test the camera.

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”.

[jalunnn]

Thanks for your effort to help!  I just got the computer so have not installed any new software. The camera worked on day 1 when I initiated the Hello feature. Three days later it is not working.  The error message is "Your camera is reporting that it is blocked or turned off by a switch or button on your device. Please unblock it or turn the switch on to use it."

The only thing that I think may have happened is my computer asked me about privacy controls on day 2 or 3, which I accepted. I went to the privacy controls and there is no mention of the camera being disabled. 

The camera troubleshoot button is not doing anything.

Before I return the computer, maybe we can check something else because this is simply too basic of a problem to be occurring this early.

Thanks!

[jalunnn]

Turns out that the laptop has a camera lens slider that was closed. I did not see anything about this in the diagnostic information. A Microsoft help desk person helped me to find it.

[Nal_NR]

Hi @jalunnn,

I am glad, the issue is resolved. Thanks for your time and patience. Do keep us posted if anything in the future. 

Happy Holidays!