webcam test fail

[RLMANDRADE]

I'm dealing with an intermittent webcam failure that I sometimes believe is a software conflict, but Microsoft technicians warned me that it could be a hardware problem. I'm looking for contact with HP-Brazil, but I acquired my ENVY16-h1000 in the USA, a situation that makes it even more difficult to find solutions online.   I'm dealing with an intermittent webcam failure that I sometimes believe is a software conflict, but Microsoft technicians warned me that it could be a hardware problem. I'm trying to contact HP-Brazil, but I acquired my ENVY16-h1000 in the US, a situation that makes it even more difficult to find solutions online. I performed the hardware test and got this result.                                                                               

Versão do teste:1.0

ID do teste:9dff918d-5180-4b7d-b2cd-e0d2b11d95e0

Instância:HP True Vision 5MP Camera 2699BFF6

Horário de início:14/10/2025 10:12

Duração da execução:00:00:18.1014603

Resultado:FALHA

Código de erro:1

Log Data

Instance = HP True Vision 5MP Camera 2699BFF6
WMI.DeviceID = USB\VID_04F2&PID_B767&MI_00\6&2699BFF6&1&0000
WMI.Name = HP True Vision 5MP Camera
WMI.Description = Dispositivo de vídeo USB
WMI.Caption = HP True Vision 5MP Camera
WMI.PNPClass = Camera
WMI.Manufacturer = Microsoft
WMI.Service = usbvideo
WMI.Present = True
WMI.Status = OK
WMI.ConfigManagerErrorCode = 0

[VikramTheGreat]

Hi @RLMANDRADE,

Welcome to the HP Support Community.
 

Thank you for posting your query. I will be glad to help you.

Thank you for sharing the full diagnostic details. That’s very helpful. Here’s what your test result indicates and what you can do next:

What the Test Result Means

• Result: FAIL (Error Code: 1) → The HP UEFI hardware test confirms the HP True Vision 5MP Camera is failing at the hardware level.
• WMI.Status = OK only means Windows sees the device, but the internal test shows it’s not functioning properly.
• Since the issue is intermittent and worsens with time, this strongly suggests a hardware fault (loose connection or failing camera module), not just a driver conflict.

Steps You Can Try Before Service

1. Update BIOS and Drivers
   • Go to HP ENVY 16-inch Laptop PC 16-h1000 | HP® Support.
   • Update: 
     • BIOS
     • HP Camera Driver
     • Chipset Drivers
        
2. Reset the Camera in Device Manager
   • Press Win + X → Device Manager → Cameras.
   • Right-click HP True Vision Camera → Uninstall device.
   • Restart the laptop (Windows will reinstall the driver).
      
3. Run HP PC Hardware Diagnostics (again)
   • If it still fails, the issue is confirmed as hardware.

I hope this helps.

Take care and have an amazing day!
 

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Regards,

VikramTheGreat