web cam doesn't work

[gp1952]

Spoiler

I tried to connect to a video conference for the first time since I bought the laptop, and the video doesn't work.  Cant find the web cam in device manager.  Cyberlink WebCam Virtual Driver is installed.  Turned on "Use camera when I broadcast".  Message "No Web Camera Detected" appears.  Camera is turned on in privacy settings.  Rebooted computer.  Camera still doesn't work.  Help!

[KrazyToad]

@gp1952

Welcome to HP Community

I have gone through your Post and would like to help

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

If the issue persists run a Webcam Test to confirm the Hardware functionality

- Hold the power button for at least five seconds to turn off the Notebook.
- Turn on the computer and immediately press Esc repeatedly, about once every second. 
- When the menu appears, press the F2 key.
- On the main menu, click Component Tests and Webcam

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.

[gp1952]

Thank you for your interest in helping with my webcam problem.

I checked for the latest updates using HPSA per your instructions.

Then, I ensured that Windows 10 is up to date, again, per your instructions.

Restarted the computer to install updates.

Opened Zoom video conference software.  Still no video using YouCam software.

Then tried to run a WebCam Test.

Went to main menu. 

Clicked Component Tests.

The Component Tests screen does not have a WebCam test tab.

Component Test Screen

For some reason, the computer is not detecting the presence of the factory equipped webcam.

Do you have any other suggestions to make the installed webcam work?

If not, can you suggest an external USB webcam that is as good as or better than the factory camera?

Th Audio test on my notebook was successful, so if there is a USB webcam available with only video, that might work for me.

Thank you for your help!

[Riddle_Decipher]

@gp1952 I suggest you do a system test instead of component, that way we can test the system board, and if all the tests pass, please back up all important files into an external storage device and then, reset windows: click here for steps.

Keep us posted.

[gp1952]

I performed a complete system test, as was suggested.  Everything passed.

Then, we did a complete Windows 10 System Reset and restored all drivers, files, and programs.

The webcam is still not recognized.  The webcam still doesn't appear in the list of component tests as before.

Do you have any other suggestions about how to make the webcam work?

is it possible that the webcam has somehow become disconnected, or is faulty?

Do you have instructions that describe how to physically open up the computer to gain access to the webcam to check it?

Again, thank you for your help.  I hope we can resolve this problem.

[Riddle_Decipher]

@gp1952 If you've reinstalled windows using the HP recovery media and yet the issue persists, I suggest you talk to HP support and discuss your options, follow the below steps to get started:

1) Click on this link - http://www.hp.com/contacthp/

2) Click on Sign-in or select the product using the below step:

3) Enter the serial of your device.

4) Select the country from the drop-down.

5) Click on "Show Options".

Fill the web-form, to populate a case number and phone number for yourself!

Also, if you are having trouble navigating through the above options, it's most likely because the device is out of warranty, if yes? please send me a private message with the region you are contacting us from, 

here's how private messages work: Click here for details.

If you wish to thank me for my efforts, you could click on "Accept as solution" on my post as the solution should help others too.

[gp1952]

Thank you once again for your efforts to help.  Unfortunately, the webcam still doesn't work.

I went to the customer support site, and my notebook is out of warranty.  It appears that there is a hardware problem that existed since I purchased the computer, but didn't know about it until recently when I tried to use Zoom to videoconference.

I found the HP recommended service center near me, and contacted them.  Unfortunately, I will have to pay to have any work done by them.  I may just purchase an external USB webcam.  I haven't decided.

I tried to use the link "Click here for details" contained in your last message to send you a private message, but the link didn't work.  Please let me know if there is any other information you can provide to help.

Thank you

[Riddle_Decipher]

@gp1952 It looks like there was an error with the link I had entered for the private message,

however, I've corrected the same and here's the link again.

Let us know which region you are contacting us from, using the private message and I'll do my best to help you out.

And If you wish to thank me for my efforts, you could click on "Accept as solution" on my post as the solution should help others too.