Windows Hello not working - Camera disconnecting on wake

[ChriKn]

Hi community,

I am having a problem which seems to exist with many people, but the solutions I coudl find don't work in my case.

Windows Hello works on boot using the built in IR cam, but every time the PC goes to sleep (or I put it there) it doesn't work at wake and I can hear the "peripheral disconnected sound" in the background. The camera seems to shut itself down at this exact moment. When logged in using password or PIN it starts working again. A reboot fixes it, as long as it doesn't go to sleep.

I tried uninstalling the driver (which is a generic Realtec driver bizarly) but it keeps reinstalling itself.

Using the 3.5.8.12 Rev.A pilot doesn't work as the pilot tells me the device wasn't detected fairly late in the installation process.

The only thing I could think being a cause is the fact, that I formatted my PC at delivery to stock Windows 10 and let windows update do its job with the drivers after using HP Support Assistant.

Please Help me, I don't want to have to send back the thing just because of that...

Thanks in advance,
Christian

[Riddle_Decipher]

@ChriKn

Thank you for joining HP Forums.}

I'll be glad to help you 🙂

As I understand the camera disconnecting on wake from sleep mode, doesn't work unless it's restarted,

Don't worry as I'll be glad to help you, although, to provide an accurate solution, I'll need a few more details to dissect your concern: 

Have you updated the drivers for your webcam using the HP website? if not Click here to download it

When was the last time it worked without these issues? did you attempt a system restore to an earlier time you know it had been working fine?

In the meantime, please try the steps below:

Step 3: Update or change the webcam driver

Some software applications might require updated drivers for your webcam to display video or they might need a more basic driver. Use the following steps to change the driver for your webcam:

1. Go to the HP Software & Driver Downloads webpage for your model of HP computer and select the version of Windows on your computer.

2. Do one of the following tasks depending on what you found:

   • If a webcam driver update is available from HP, download the file to your computer and install the software according to the instructions on the webpage. After updating, restart the computer and try using your software again. If the problem persists, continue using these steps to install a generic Windows USB video driver.

   • If a webcam driver is not available from HP or you cannot access the Internet, continue using these steps to install a generic Windows USB Video driver.

3. In Windows, search for and open Device Manager.

4. Double-click Imaging Devices to expand the list of webcam drivers.

   Figure : Imaging Devices

   

   • If there is no imaging devices category listed in Device Manager, stop using these steps and see the section Webcam is not listed in Device Manager in this document.

   • If more than one webcam driver is listed, right-click the driver and select uninstall for any driver that is not the HP Webcam-101 or Microsoft USB Video Device driver. Once the other drivers have been removed, restart your computer and open your software. If problems persist, continue using these steps.

5. Right-click the name of the webcam in the Images Devices category (HP Webcam-101 or Microsoft USB Video Device), and select Update Driver Software.

6. Click Browse the computer to select a specific USB Video Device driver.

   Double-click Imaging Devices to expand the list of webcam drivers, right-click the webcam driver, and then select Properties.

   Figure : Properties

   

   Make a note of the existing name of the webcam driver (Example: HP Webcam), as it might change after the update.

7. On the Webcam Properties window, select Update Driver....

8. Select to Browse the computer for the desired driver.

9. Click Let me pick from a list of device drivers on my computer.

10. Remove the selection from Show compatible hardware.

11. Select Microsoft in the Manufacturer field, and select USB Video Device in the Model field.

12. Click Next to install the webcam driver.

13. Allow the installation of the USB Video Device, and then click Close.

14. After the device has been updated to USB Video Device in Device Manager, restart your computer and open your software.

    If problems persist, install the latest BIOS update from HP and get all the latest Windows updates from Microsoft.

Keep me posted,

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with you and I hope you have a good day ahead.

If you wish to show appreciation for my efforts, 

Mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,

[ChriKn]

Hi Riddle_Decipher,

thank you for your help and detailed solution.
I tried every option you described, it sadly didn't work.

When I tried to delete the different drivers, and replacing them with the microsoft ones, the camera simply wasn't detected by windows hello any longer (I am a bit unsure that this driver is made for IR - Infrared Cameras)

The driver updated itself back quickly as always...

I really don't understand why this bugs out. Is it possible, that a setting isn't checked letting the camera deactive on sleep which shouldn't be checked ?

Thanks a lot,
ChriKn

[Riddle_Decipher]

@ChriKn

Thank you for the update,

I appreciate your time and efforts,

The workaround to resolve the issue temporarily would be to refrain from using safe mode, 

Alternatively, you could attempt creating a new user account and check if the issue persists.

Here's a YouTube video that has information on how to create a new account: Click here

Or you could also use the HP Article: Click here

Keep me posted,

If the information I've provided was helpful, 

Give us some reinforcement by clicking the solution and kudos buttons, 

That'll help us and others see that we've got the answers!

Good Luck.

[ChriKn]

Hi Riddle_Decipher,

I am not using safe mode at all.

I allready tried to reinstall Windows from scratch and it didn't change anything. Creating a new user didn't work either...

I can't know if this is a bug with Windows / the Notebook itself or the driver...

Thanks for your help, maybe the Windows Developer Creators Update will help solve the issue...

Is there a way to get a "restore image" of my Model so to reinstall everything as it was on arrival ?

Best Regards,
ChriKn

[Riddle_Decipher]

@ChriKn

Thank you for the update,

I appreciate your time and efforts,

You could make use of the Youcam app to run a quick test on the camera:

To test the webcam with Cyberlink YouCam, open the software application.

1. In Windows, search for and open YouCam, or click the YouCam icon on your desktop.

2. If YouCam does not display in the list of search results, download and install the latest version of the software from the CyberLink YouCam(in English) website.

3. When the application opens, the webcam image displays on the screen.

If YouCam opens and an image display on the screen, proceed to the next section to continue testing.

Click here for the details.

If issue persists or it doesn't work on You cam either, you could use this HP Article (Click here) to order the "restore image' also known as recovery discs to restore back to factory defaults using the HP Image,

And the last step, if the above doesn't help would be to Contact HP:

Please use the following link to create yourself a case number, then call and it may help speed up the call process:

Step 1. Open link: www.hp.com/contacthp/

Step 2. Enter Product number or select to auto detect

Step 3. Scroll down to "Still need help? Complete the form to select your contact options"

Step 4. Scroll down and click: HP contact options - click on Get phone number to obtain a case along with the phone number.

They will be happy to assist you immediately.

If you wish to show appreciation for my efforts, 

Mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,