Webcam and camera not working on my Envy x360 Convertible 15m-bp0xx

[CAMINANTE7]

Hello everyone, 

I have an annoying issue with the camera in my Envy x360. Neither the webcam  or the camera (to take pictures) are working. I have attempted to resolve the issue by reinstalling the camera, updating the drivers, adding a suggested entry in regedit... but nothing works. 

When I launch the camera, I see the usual black screen that says "We need your permission... to use this app, open Privacy settings..." When I go there, everything is fine. I click ok on the black screen, the camera icon on the right lighs up quickly along with the camera lens, but I can't do anything else, and, the webcam is grayed-out. 

I don't want to resort to re-installing the operating system... unless I am forced to do it.

I appreciate any help from this community. 

Thank you,

Nelson 

[A4Apollo]

Hi! @CAMINANTE7,

Please share the product number of the PC to assist you better.

Try updating the BIOS and webcam drivers on the PC and check if it helps.

You can update the drivers on the PC using HP support assistant.

Refer this article to know more information about using HP support assistant. Click Here

Try the steps recommended below and check if it helps.

1. Open “Settings -> Privacy -> Camera.”
2. At the top, look for “Camera access for this device is on.”
3. If it is off, click the “Change” button and turn it on.
4. Under that, check for “Allow apps to access your camera” and make sure it is On.
5. Next, look at “Choose which apps can access your camera.” Make sure apps you want to use with your camera are enabled.
6. Re-enable the device.

Add Imaging Devices Manually

Hold the Windows Key and Press R.
Type hdwwiz.cpl and Click OK
Click Action and choose Add Legacy Hardware
Click Next, and choose “Install the hardware that i manually select from the list” and click Next, scroll down to choose Imaging Devices and Click Next.
Locate the missing device through the manufacturer’s tab and add it.

Refer this article to further troubleshoot webcam issues with the laptop. Click Here

Also, try running a system diagnostics test on your PC and check if the hardware components on your PC are functioning correctly.

Refer this article to know more information about running system diagnostics on your PC.

Let me know if this helps!

Have a great day! 🙂

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

[CAMINANTE7]

Hello,

The product number for my Envy is: 1KS72UA#ABA

I've tried the suggested solutions, but they did not work.

Nelson

[A4Apollo]

Hi! @CAMINANTE7,

Thanks for writing back to us.

Please update the BIOS and webcam drivers to the latest version from the links below and check if it helps.

Update the BIOS using this link. Click Here

Update the webcam driver using this link. Click Here

Hope this helps!

Take Care!

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

[CAMINANTE7]

Hello again,

I applied both updates, but the issue remains unresolved. 

I appreciate any additional help. 

Thank you,

Nelson

[A4Apollo]

Hi! @CAMINANTE7,

Thanks for the update.

It certainly sounds like a hardware issue.

Please contact HP support for service options. Click Here

Take Care!

[CAMINANTE7]

I would like to order the recovery media for my system could you provide the exact media description? My exact model does not appear on the drop-down link from HP.

Thank you,

Nelson

[A4Apollo]

Hi! @CAMINANTE7,

You don't need to purchase the recovery discs, you can create a recovery disc by yourself.

Refer this article to know more information about using the cloud recovery. Click Here

Hope this helps!

Take Care! 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

[CAMINANTE7]

FYI: the camera works fine with the facial recognition feature and in addition, I can record video and voice if I use an application (used by my school) called Kaltura CaptureSpace Desktop Recorder. 

I mention this, assuming that if it was a hardware related issue, the camera would not work at all, with any application.

I am considering using a recovery disk to perform a re-installation of the operating system without loosing my files and if possible avoid the removal of my other applications. I would appreciate your comments on this approach.

Nelson 

[A4Apollo]

Hi! @CAMINANTE7,

Thanks for writing back to us.

Try the steps recommended below and check if it helps.

Make sure Windows has the latest update:  Select the Start  button, then select Settings  > Update & Security  > Windows Update > Check for Updates. If there is an available update, select Install now.

If the app isn't working, try repairing and resetting the app: Select the Start button> Settings  > Apps > Apps & features. Select the app that's not working, and then select Advanced options under the name of the app. On the page that opens with information about the app, select Repair. (Note: Some apps don't have this option.) If repairing the app doesn't fix the problem, select Reset.  If the app still isn't working, try uninstalling and reinstalling the app to see if that fixes it.

Uninstall and reinstall the app: Select the Start button. In the list of apps, right-click the one that's not working, select Uninstall, and select Uninstall again to confirm. To reinstall the app, select the Microsoft Store icon on the taskbar. In Microsoft Store, select See more  > My Library > Apps. Select the app you want to reinstall, and then select Install. If the app still isn't working, try running the troubleshooter for Microsoft Store apps.

Run troubleshooter for Microsoft Store apps: Select the Start  button > Settings  > Update & Security > Troubleshoot > Windows Store Apps. 

Lastly, try installing the youcam software and check if it helps.

Update the youcam software using this link. Click Here

Hope this helps!

Take Care! 🙂

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!