Windows 20H2 update seems to have broken Windows Hello Face Recognition

Anonymous
2020-10-27T22:00:14+00:00

With the recent update to Windows 20H2 (version 19042.572), the Windows Hello no longer works with the Logitech BRIO 4K camera. I have uninstalled and reinstalled the drivers, disabled and re-enabled Windows Hello. The BRIO works fine with Teams, Skype, Windows Camera, Logitech Capture, and Logitech Camera Settings. The problem ONLY occurs with Windows Hello. It had worked fine for years prior to the 20H2 update.

Also, Windows Hello works fine with the fine with PIN and with my fingerprint scanner. Only facial recognition is now broken.

So BRIO works with apps other than Hello and Hello works fine with everything but facial recognition via the BRIO 4K, but the combination of BRIO + Windows Hello broke with the latest Windows update.

Is this working for anyone with the same configuration?

The error message Windows Hello gives is, "Sorry something went wrong. Camera is currently in use by another app. Close the app and try again." But nothing else is using the camera (proven by the fact that all the apps listed above will launch and use the camera just fine).

One other note, which may be helpful diagnostically: when Hello is trying to scan for my face, the red light on the BRIO does flash for several seconds as if it's working, but no picture ever comes through. There is obviously at least some successful communication between Hello and the BRIO.

I also tried plugging the BRIO both directly into different USB ports on the computer and into various hubs. Always got exactly the same results.

Any suggestions? Do we need to wait for a patch from MS to fix this defect in 20H2?

Thanks,

Colin

Windows for home | Windows 10 | Windows Hello, lock screen and sign-in

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  1. Anonymous
    2021-04-07T02:11:32+00:00

    Lenovo Thinkpad T580, Logitech Brio 4k Stream Edition Connected to USB 2.0 and not USB 3.0.

    Did have the same problem with Sign-In options Hello "Sorry, Something went wrong", Couldn't turn on the camera. Make Sure it´s working properly.

    After that, the dialog Sing-In Options UI just closed.

    Error in the Application log: Event 1001

    Fault bucket , type 0

    Event Name: CameraStartupFailureEvent

    Response: Not available

    Cab Id: 0

    Problem signature:

    P1: 1.0.43.0

    P2: StartStreamingFailed

    P3: 0xc00d3704

    Try a lot of the suggested answer in the tread, but no luck. until i realized that camera was not in USB 3.0 slot. 

    Moved the Camera to USB 3.0 slot. and the problem was then fixed with the Hello Sign-in option . (Maby some need to reboot the computer in order to get windows to regonized the new placement and drivers).

    Found under Start > Settings > Devices (Bluetooth, Printers, mouse etc.)

    Logitech 4K connected to USB 2.0 port, showing that i could perform faster under USB 3.0

    After moving the Logitech  Stream Edition to USB 3.0 port, then it was correct connected under Start > Settings > Devices (Bluetooth, Printers, mouse ect.)

    Hope that might help some one with the same problem as i did have.

    Regards KVSTOC

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  2. Anonymous
    2021-02-24T21:07:44+00:00

    If anyone does a clean install, please post back if it started working. The crazy thing is it worked great for a few days. I was able to set it up and it unlocked my desktop perfectly. It was fast and accurate. Then it just failed without any changes to my PC.

    So I removed Hello and tried to re-set it up. No luck. I go through the wizard to setup Hello in settings, and the infrared light blinks, then the white camera light popped on for a second then goes off and the failure message below comes up. I've tried different USB ports, the PowerShell remove/re-add IanVajra suggested, uninstalling from Device Manager, changing driver from Logitech BRIO to USB Video Device, and nothing works. Super frustrating....

    "Sorry, something went wrong

    Couldn't turn on the camera. Make sure it's working properly."

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  3. Anonymous
    2020-12-29T18:04:41+00:00

    I had similar behavior on my BRIO journey after 20H@... Firmware fixed that for me.. I noticed some of you are running 2.2.50, 2.4.56.0 is the newest version found here.

    That is for the 4k version not the streaming. If you have the streaming version and having issues wonder if it will let you flash the 4k firmware and that would fix it? Obviously a risk if it bricks it. I can't even find this "streaming version" on the Logitech website?

    Just did some quick research on this... and found this "Streaming version has a year of X-Split and is targeted at consumers, 4K version is the same camera but targeted at businesses (hence the plain box)."

    I don't think the hardware is different from 4k vs streaming "version" I think its safe that everyone can run 2.4.56.0. Now that's my opinion. Other hardware generally won't allow a flash of wrong version firmware.  What brave person will test my theory, lol.

    R

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  4. Anonymous
    2020-12-29T03:59:30+00:00

    YES!!! I follow the instruction in the video and it worked!

    One minor step at the end.  

    • Reboot 

    Excellent! I wasted half the day searching the internet 🤪😂

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  5. Anonymous
    2020-12-24T10:12:19+00:00

    Hello.

    I had the same problem described here. My Logitech Brio Stream Edition works with Teams, camera app, and other apps who uses the camera. Windows Hello did not work. Firmware upgrade did solve my problem. Download from here ftp://ftp.logitech.com/pub/techsupport/cameras/Webcams/. There is different firmware between Brio and Brio Stream Edition.

    I think its quite bad Logitech support not knowing this can solve the problem. The camera costs 300$ here in Norway. So I expect a bit more from Logitech support. There is no easy way to find link to the firmware from the Logitech support site. It should show up under Download on the support page for the camera. I colud not find it there.

    Hope the lin to upgrade firmware solve your Logitech Brio and Logitech Brio Stream Edition Windows Hello problems.

    Tom Alfred

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