• ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
  • ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
Guidelines
The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
Archived This topic has been archived. Information and links in this thread may no longer be available or relevant. If you have a question create a new topic by clicking here and select the appropriate board.

‎01-02-2020 12:15 PM

HP Recommended
Product: Elitebook 8760w
Operating System: Microsoft Windows 10 (64-bit)

Fresh install of Windows 10 Pro (partly as an attempt to rule out whatever issues that would rule out).

 

In Device Menu, "Universal Serial Bus controllers", there is "Unknown USB Device (Device Descriptor Request Failed)"

I know that it's the webcam, because

  1.  when I disable the webcam in the BIOS, this listing no longer shows up
  2.  when the webcam is enabled in the BOIS, but I disconnect the cable from the webcam module after removing the bezel, the listing disappears, and then reappears when I reconnect the cable

 

I have tried to update the driver by letting Windows scan my hard drive and Windows Update without success.

 

I have downloaded the most recent drivers (for Windows 8.1 64-bit) from the HP website here:

https://ftp.hp.com/pub/softpaq/sp63501-64000/sp63913.exe

Running the downloaded file creates a folder (C:\SwSetup\SP63913) with a bunch of driver files in subfolders and a few executables that don't do anything noticeable, like install the webcam drivers.

I've tried updating the drivers manually in Device Manager (Have Disk...) by selecting any and all .inf files in the subfolders without success.

 

I've been searching online for general solutions to the "Device Descriptor Request Failed" issue and have tried a number of suggestions without success:

  1.  Disabling "Fast Startup" in Power Options (followed by a hard restart...  re-enabled because it didn't solve the issue)
  2. Disabling USB Selective Sleep Settings in advanced Power Options (also followed by a hard restart...  also re-enabled because it didn't solve the issue)
  3. Reinstalling "Generic USB Hub" drivers in Device Manager
  4.  Installing latest Intel Management Engine Interface driver from HP website (https://ftp.hp.com/pub/softpaq/sp64001-64500/sp64098.exe)

This issue also happens with the Validity Fingerprint Sensor, although I have never used it, have it disabled in the BIOS, and wouldn't lose any sleep if it ever worked.  I only mention it because it's possible that the root cause of both devices not working is the same.

 

Advance thanks for any assistance on this issue.

Archived This topic has been archived. Information and links in this thread may no longer be available or relevant. If you have a question create a new topic by clicking here and select the appropriate board.
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation.
Didn't find what you were looking for? Ask the community
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.