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Zedryck
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Message 1 of 6
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HD 4310 recognized but not able to videocall

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hd 4310 webcam
Microsoft Windows 10 (64-bit)

Hi,

I recently bought the HD4310 and I installed it in a brand new PC with Win10 x64. I installed Skype from the Windows store and it recognizes it but when I try to make a videocall, skype shuts down.
Even if I try to test the webcam from Skype, it shuts down.
The webcam works because I installed the drivers from ArcSoft and I can even take photos and record video as a message inside skype.

What can I do? What can be the problem?

I already tried to reinstall skype from the windos store, to uninstall all drivers, to try with only the windows update drivers, and nothing works.

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Raj1788
HP Support Agent
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Message 2 of 6
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@Zedryck

 

Thank you for joining HP Forums. 

This is a great place to get support, find answers to your technical queries.

 

I understand that the Webcam is not working with the Skype, need not worry I'll be glad to assist you.

 

To provide you with an accurate solution, I'll need a few more details:

Is the cam working with the other application?

 

However, let's follow the below steps that could resolve the issue.

  1. In Windows, search for and open Skype.

  2. In Skype, click Tools, and then click Options.

  3. Click Video Settings from the left side of the page.

  4. Select the name of your webcam from the Select webcam list.

    Figure : Setting the webcam in Skype

    Image: Setting the webcam in Skype
  5. When the video displays in the pane, click Save.

Step 2: Restart the computer to correct webcam problems

The webcam might be associated with another software program or not responding. Often, simply restarting the computer can correct the problem. Restart the computer and open your webcam software as soon as Windows finishes loading.

If restarting the computer does not correct this problem, continue troubleshooting.

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

    Image: 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

    Image: 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.

For more Webcam Troubleshooting use this link: https://hp.care/2rGHhgM

 

Keep me posted, how it goes!

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Have a great day!

Cheers

Raj1788
I am an HP Employee 

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Zedryck
Author
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Message 3 of 6
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Hi,

The webcam is working with the ArcSoft application which I installed from HP website but still doesn't work after doing what you told me.

As I said before, the strange thing is that it works recording a video message in skype but it is impossible to make videocalls because skype shuts down when I try

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Raj1788
HP Support Agent
HP Support Agent
11,683 11,674 582 663
Message 4 of 6
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@Zedryck

Thanks for the reply

 

I suggest you check if there is an update on Skype and let me know how it goes!

 

Have a great day!

Cheers:)

Raj1788
I am an HP Employee 

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Zedryck
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Message 5 of 6
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I reinstalled the latest version of Skype but it continues to crash, maybe it has something to do with the newest version of W10 Fall creators update ? If not I think I'm going to reinstall an older version of skype (If I can)

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DavidSMP
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Message 6 of 6
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@fra055,

 

I read this quick response. You've displayed great technical credentials, an uncanny knack to pay attention to detail coupled with a infinite patience which is a terrific combination and it is indeed laudableKudos to you for that. 🙂 As @Jeet_singh is out for the day, I am responding on his behalf.

 

For now, try these steps:

  • Uninstall Skype from programs and features of control panel.
  • Then create a new local user account as an administrator by following instructions from this link: 
  • https://hp.care/2rZfJBC
  • Log into the new user account after restarting your computer.
  • Then download and reinstall the latest version Skype again.
  • This should resolve it for you. If it continue, then uninstall and reinstall an earlier Skype version in the new user account.

That  should take care of it.

 

Hope this helps. Let me know how it goes. then to simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as Accepted Solution as it will help several others with the same issue to get it resolved without hassles.

Take care, stay healthy, keep smiling big and have a blessed year ahead. 🙂

 Cheers!

DavidSMP
I am an HP Employee

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