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
    2021-09-20T10:37:27+00:00

    To me, the mention of Windows Hello support on the Logitech page of the BRIO webcam should be removed until this issue is fixed. It was one of the deciding factors in getting this webcam, even paying extra for such a feature and it turns out that it doesn't work at all. I don't care if it's the fault of Microsoft or Logitech, but that mention should be entirely removed in the meantime.

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  2. Anonymous
    2021-05-13T12:40:48+00:00

    I think there is a case for more pressure on Logitech. They cannot simply state that you can capture, stream, record via the cameras and everything is working as it should. If you go to the Brio product page, it also says a feature of the camera is that it works as a facial recognition camera for Windows 10.

    Image

    So on that basis, I've started to pressure Logitech and I think you folks should all do the same. As they will in turn pressure Microsoft (or work with them) to get a solution out.

    Do not give them a free get out of jail card!

    Do you have a link to a Logitech complaints site. All I could get to was the normal help site. Microsoft were worse and bounced me from person to person and before cutting me off!!

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  3. Anonymous
    2021-04-19T17:56:04+00:00

    Hi Colin, 

    The Version is Win Pro19042.906

    Regards KvsToc.

    Yeah, that's 20H2. Interesting. My problem is unchanged since my original post, even with the latest April update (Windows Version now 19042.928). I've tried every suggestion I've been able to find, including all the ones in this thread, like uninstalling and reinstalling the camera drivers through Device Manager, different USB ports,  the various Logitech camera control apps, firmware updates, removing and reinstalling Windows Hello Face services. None have helped. Exactly where I was when this started, which happened with the 20H2 update. I am certain that was the cause, because I used it several times a day for over a year before the 20H2 update, and it never worked after that.

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  4. Anonymous
    2020-10-28T09:27:55+00:00

    Gian, thank you. When I read about the Set Personify Frame Transformer," I was optimistic that was it. The symptoms were very close to mine. And maybe it still is: there is no such service listed (not under Personify or Set Personify), so it's obviously not running. I'll ask Logitech about that service. Meanwhile, do you have any idea if it's been dropped or if it's available to install from anywhere?

    Following the original logic from the link, I also looked for any other Logitech services, only finding the same one that person had mentioned, Logi Facecam Service, which was running (just in case, I did try stopping it, testing, then restarting, and testing again, but no change). 

    Also, note that the error messages the user received were different and that was for Windows 2004, (20H1), not 20H2. 

    The firmware is current and worked fine until the 20H2 update a few days ago. 

    Any other suggestions?

    Thanks,

    Colin

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  5. Anonymous
    2020-10-28T00:29:44+00:00

    Thanks for reaching out! I'm an Independent Advisor and a Microsoft user like you.

    I was able to find some methods that may be useful to you, hopefully, this would work in your favor. Kindly give it a try. I have included the link to the sources for added information.

    Option 1: Restart Set Personify Frame Transformer service

    Click Windows > type services > click services

    On the right pane, look if you see a service called "Set Personify Frame Transformer"

    Right-click on the service then select restart, let it run.

    Now right click on "Set Personify Frame Transformer" > Select properties > Under Startup type, click the dropdown arrow, and make sure to set it to automatic so whenever you reboot the computer, the service starts automatically. This should allow you to configure Windows Hello with a BRIO camera once again on the Settings screen.

    Make sure to reboot and check. You may need to setup your BRIO Camera again in Windows Hello.

    Source: https://news.softpedia.com/news/how-to-fix-brok...

    Option 2: Try to install compatible firmware updates for your BRIO Camera. Check this link:

    ftp://ftp.logitech.com/pub/techsupport/cameras/...

    The latest firmware listed is the BRIOFWUpdate_2.2.50.exe but you may try to install other previous firmware to see if that would help.

    Source: https://answers.microsoft.com/en-us/windows/for...

    If you find the suggestions to have worked for you, please mark it as helpful. Feedback definitely helps us all. Let's hope for the best. Stay safe.

    ______________________________________________

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