HP Support falsely claiming “Google test” proves camera hardware is fine – Case ID: 5147636924

[MasterANK]

I’m very disappointed with how my case is being handled (HP Victus 15-fa1xxx, Case ID: 5147636924).

The built-in camera still shows only a black screen, but during a video call, the HP specialist told me the hardware was “perfectly fine” because of a Google website test. This is a false claim — a website cannot perform a true hardware diagnostic of the camera module or its cable. Even that google website states that "It seems your webcam shows a one-color filling. This may be due to a malfunction"

To make matters worse, HP refuses to help me further unless I format my entire laptop. As a student, this is not feasible and also unreasonable — formatting should not be a requirement before proper hardware-level checks or repair.

HP needs to stop hiding behind misleading claims and provide real hardware diagnostics and warranty support.

[BongChaGomez]

Hello @MasterANK ,

Welcome to HP Support Community.

Firstly, I apologize that you are disappointed with us for the way your case was handled.  I can offer some general troubleshooting steps you can try for your HP laptop camera:

1. Check Camera Privacy Settings: Ensure that camera access is enabled on your laptop. Go to Settings > Privacy > Camera, and make sure that apps are allowed to use the camera.
2. Update Camera Drivers: Visit the HP support website and check for any available updates for your laptop's camera drivers. Installing the latest drivers may resolve any issues caused by outdated or corrupt drivers.
3. Reset Your Camera: Sometimes, simply resetting the camera can fix issues. In Device Manager, find your camera under Imaging devices, right-click it, and select Disable device. After a few seconds, right-click it again and select Enable device.
4. Run the HP Support Assistant: Use the HP Support Assistant to diagnose and resolve hardware issues by running system diagnostics. This tool can help identify if there are any hardware or software issues with your camera.

If these steps do not resolve the issue, and you're still encountering problems, you might consider performing a system restore to a point when the camera was working correctly instead of formatting your entire laptop. This can provide a less drastic measure for resolving software-related issues.

For further assistance, contacting HP phone support directly again might provide a resolution, especially if it's determined as a hardware issue needing more in-depth diagnostics or servicing.