HP TrueVision Camera Blurry Despite deinstall and re-install using Recovery Manager

[mrmartin19]

I have two X360 showing the same issue with the webcam only showing a blurry image. This is 150% prove that this is NOT a hardware issue as claimed on a number of responses I have seen so far. Just two examples 

https://h30434.www3.hp.com/t5/Notebook-Hardware-and-Upgrade-Questions/HP-TrueVision-Camera-Blurry-De...

https://h30434.www3.hp.com/t5/Notebook-Video-Display-and-Touch/Blurry-Camera-Always-zoomed-in/m-p/75...

I did everything possible, including BIOS upgrade, de-installing and re-installing using the recovery manager.

I have 100% prove that this is a BUG of the driver @HP after pushing back on the above two and many more reporting that the True Vision camera is just plain not working for everybody attempting to use it please get hold of a x360 with True Vision camera and actually try this out instead of asking me to reboot my PC. Sorry I am a bit tense on this topic since it exists for years (I have found very old posts too) and HP just ignores it. Very sad.

[KrazyToad]

@mrmartin19

Welcome to HP Community

I have gone through your Post and would like to help

I appreciate all your efforts and expertise in diagnosing and troubleshooting this issue

Since you have already performed all the required steps, I suggest you contact HP Support and our Support Engineer can Remote into your Notebook and try to sort this out

1) Click on this link - www.hp.com/contacthp/ 
2) Select your product type below.
3) Enter the serial of your device. 
4) Select the country from the drop-down. 
5) Select the chat or get phone number options based on your preferences. 
6) Fill the web-form and proceed further.

Thank you

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.

[mrmartin19]

yes, I tried that too. Since HP refuses email support (on a €1000+ device) I can only call (of course only work days during working hours for a consumer device) and the poor HP person on the phone desperately clicked through the knowledge articles and did not find anything. I was told to delete the driver and re-install from the recovery manager. Recovery manager installs the latest drivers and of course that does not change anything since the diver has a software bug. Great. So now I can call again, start from scratch which will lead to the same result. I can't even send a email with a screenshot as proof for the bug. Sorry, I can't tell you how disappointed I am with HP. I have 2 x360 and got my brother to buy one too, the webcam software is broken since month of not years and HP does care absolutely ZERO. @KrazyToad if you want to help than make it possible that I work with a person or team via email that is able and willing to fix a software bug on the webcam driver.

[Riddle_Decipher]

@mrmartin19 I understand your concern and I will bring your issue to the attention of an appropriate team within HP.

Although, I'll need some private information from you in order to create a case for you.

Please look for a private message requesting additional information. 

Keep in mind not to publicly post personal information (serial numbers, case details, etc...).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

If the information I've provided was helpful, give us some reinforcement by clicking the "Accept as solution" on my public post, that'll help us and others see that we've got the answers!

Thank you for visiting the HP Support Community. 

[mrmartin19]

@all, very sorry to have to state that HP refuses to acknowledge this SW bug, keeps pointing at out of warranty device and wants to charge me to fix a SW bug!!???? That means that after 1-2 years (3 years in my case since I  wasted money a warranty extension) I need to throw away a €1500 device since HP does not feel responsible whatsoever to supply SW that works longer than the warranty period. Very sad. We have 3 HP laptops and I recommend to my brother to by a x360. No more HP ever!! Very sad 😞

[mrmartin19]

additional article on this topic: https://h30434.www3.hp.com/t5/Notebook-Hardware-and-Upgrade-Questions/Poor-terrible-really-bad-x360-...