HP Pavilion ec1001na webcam not working properly

[MJ1010]

Hi, I have just bought a new HP Pavilion ec1001na 15.6" screen with an integrated HP TrueVision HD camera. However every time i have used the webcam (which is often due to lockdown) it only works for a maximum of a few minutes before my screen is covered in green and purple lines over my face and then a few seconds later the screen goes black. Turning the camera on and off again sometimes fixes the problem for a few minutes but sometimes my camera remains black even despite this. So far this has happened with both zoom and MSTeams as well as the camera app on my laptop. I have checked that all the cameras drivers are updated and since the laptop is so new i can pretty much guarantee that it is not me who has damaged it. (Also in my answer I put unknown OS because my computer says the OS is WIndows 10 Home but that didnt appear as one of the options - in case this is important)

Is this issue fixable and if not is it likely to be covered under my warranty?

[KrazyToad]

@MJ1010

Welcome to HP Community

I have gone through your Post and would like to help

Since this issue is intermittent, I suggest you download and run the HP Support Assistant from this Link: https://www8.hp.com/us/en/campaigns/hpsupportassistant/hpsupport.html?jumpid=va_r602_us/en/any/psg/p...

HPSA will automatically search for all the latest drivers for your Notebook

1. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.

   

2. Click Check for updates and messages to scan for new updates.

   

3. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.

4. Click the update name for a description, version number, and file size.

5. Select the box next to any updates you want to install, and then click Download and install.

Also ensure Windows is up to date.

Select the Start  button, and then go to Settings  > Update & security  > Windows Update , and select Check for updates. If Windows Update says your device is up to date, you have all the updates that are currently available

Keep me posted how it goes

Thank you and have a wonderful day 😊

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.

[MJ1010]

Hi,

I have followed your advice and updated all drivers from HP support assistant and also ensured that my computer has the latest windows updates. However I have just tested my camera using the computers camera app and i am still getting the green and purple effects within a few minutes. 

With the solution with drivers attempted, does this mean this is a hardware issue? If the answer is yes, is this covered under my warranty and how do i go about getting a repair/ replacement?

Thanks

[KrazyToad]

Yes if it's a Hardware issue it should be covered under warranty

As a last resort I suggest you perform a Reset and if the issue persists please contact HP Support in your region for service options

Link: https://support.hp.com/in-en/document/c04742289

1) Click on this link - www.hp.com/contacthp/ 
2) Select your product type below.
3) Enter the serial of your device. 
4) Select the country from the drop-down. 
5) Select the chat or get phone number options based on your preferences. 
6) Fill the web-form and proceed further.
 

Thank you

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.