Poly camera error

[Marvin1972]

hi, my camera starts then crashes with this error. I have reinstalled alll drivers but still the same.
Please help

Deployment ID DA7435D3373C7DD67BBF - Version 2.11.4.24380
--------------
System.Runtime.InteropServices.SEHException (0x80004005): External component has thrown an exception.
at cnn.MLModel.LoadModel(MLModel*, unique_ptr<cnn::CnnException\,std::default_delete<cnn::CnnException> >*, vector<boost::span<enum std::byte\,-1>\,std::allocator<boost::span<enum std::byte\,-1> > >*)
at CamoSupport.MLModel.LoadModel(Byte[][] data)
at #=zMLo1TAVREtDQVIOYdzfs2p4sHtNR.#=zpzCBsahsZB1qFBY0iuwKJaE=.#=z$b2S$CI9ckfujKvH5rXMdIY=()
at #=z3NXutaCtX4Z2HyKOxVpxpXk=.#=z4m3RxvcJvZx0Nt8GEw==.#=zXikOj4lNyDLgmZ0X_A==()
at #=z3NXutaCtX4Z2HyKOxVpxpXk=.#=z9XWghPINoLfOog8r4w==.MoveNext()
--- End of stack trace from previous location ---
at System.Threading.Tasks.Task.<>c.<ThrowAsync>b__124_1(Object state)
at System.Threading.QueueUserWorkItemCallback.Execute()
at System.Threading.ThreadPoolWorkQueue.Dispatch()
at System.Threading.PortableThreadPool.WorkerThread.WorkerThreadStart()
at System.Threading.Thread.StartCallback()

[Deep_World]

Hi  @Marvin1972,
 
Welcome to the HP Support Community!

Thank you for reaching out, and thank you for providing the error details. I understand that your camera launches briefly and then closes with the exception error shown. I'll be glad to help you work through this.

To better understand the issue, could you kindly share the below details:

• Does the issue occur only in the Camera app, or also in applications such as Microsoft Teams, Zoom, HP Presence, Poly Camera Pro, or Windows Hello?
• When did the issue first start? Was it after a Windows update, BIOS update, driver update, or software installation?
• Do you see the camera listed normally in Device Manager under Cameras?
• Are there any warning icons or error codes shown for the camera device?
• If your notebook has a physical camera privacy shutter, could you kindly verify that it is fully open?
• Have you tested the camera using the Windows Camera app and HP Hardware Diagnostics?

In the meantime, kindly try the below steps and confirm :

1. Run Windows Camera Troubleshooter
   • Go to Settings -System -Troubleshoot -Other troubleshooters
   • Run the Camera troubleshooter and apply any recommended fixes.
2. Check Camera Privacy Settings
   • Open Settings -Privacy & Security -Camera
   • Ensure Camera Access and App Permissions are enabled.
3. Update BIOS and Drivers
   • Use HP Support Assistant or visit the HP support page- https://support.hp.com/  for your ZBook Firefly G11 and install: 
     • Latest BIOS
     • Intel chipset drivers
     • Camera drivers
     • HP Presence / Poly Camera Pro related updates
4. Reinstall Poly Camera Pro or HP Presence Software
   • Uninstall the Poly Camera Pro or HP Presence related application from Settings - Apps
   • Restart the computer
   • Install the latest version available from HP Support.
5. Perform a Hardware Test (Link for steps - click here )
   • Restart the notebook and tap F2 repeatedly at startup.
   • Launch HP PC Hardware Diagnostics UEFI.
   • Run the Camera test (if available) and share the results.
6. Clean Boot Test
   • Perform a clean boot in Windows and check whether the camera functions correctly. This can help determine whether a third-party application is interfering with the camera software.

I hope this helps.