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

Hi GraniteStateColin,

Thanks again for the update. Yes, I did saw his post that method 2 worked. Sorry to hear that the recent suggestions did not fix this. Finger-pointing is really frustrating since we as consumers expect any software or hardware that we purchase to work as expected. I would say both may be at fault here, this time and age are very fast when it comes to advancement in technology. Hardware adapting to new software and vice versa, there are issues that are sure to arise.

I may have exhausted my options, but here are a few more suggestions to try.

1. If you have not yet performed the "in-place upgrade" method on my previous response, then it may be a good time to try it.
2. Check this article also created by Greg one of our community MVPs. Go to step 17 to create a new account and check if the camera is working properly on that account, just to isolate if this may be a user account corruption issue.

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

NOTE: You can also use this article for future reference in resolving other computer issues.

3. My final suggestion is to try and update your BIOS to the latest version.
4. Check your present BIOS version by clicking Windows Icon/Start > type Administrative Tools and click on it
5. In the new window, look for System Information on the right pane and click on it.
6. Under System Summary look for BIOS Version on the right pane.
7. Once you have that information, check and compare to see if you have the latest UEFI/BIOS firmware on the PC or motherboard by going to the Support Downloads webpage of the motherboard manufacturer.

Make sure to follow the instructions carefully on their website or you may try to ask for guided help by contacting their Support.

Thank you so much for your understanding and patience. Keep safe.

Gian, thanks again for the ongoing attempts to find a solution. I went through all the steps for the Clean Boot and still no luck. Same exact error message about the camera being in use. 

I also tried removing all the other USB devices, just in case something might be conflicting while it was in the Clean Boot state. No change.

I saw CharlesO'Hara1's post that installing HelloFace.inf fixed it for him. Unfortunately, that had no effect for me.

In a situation like this, who is responsible between MS and Logitech? Each seems to be pointing the finger at the other.

Hello Gian,

I had the same issue, however, my system was updated to 20H2 today and I also received my brand new Logitech Brio today, so I haven't tested it much with 20H1 (only a couple of hours); it was not working either with Windows Hello with the previous version however, that's all I can say, and I was about to return it...

And then I found your post and tried Method 2... Miracle! It worked. For some odd reason the Logitech software did not care about making sure that the Windows Hello Face Software was installed... that's a big fail. Still, in the end it works, so I'm happy.

Cheers!

So the BRIO is working for you for Facial Recognition Login via Hello with Windows 10 20H2? 

Interesting. So that means it's not a universal problem. Probably bad news for me, because it means MS and Logitech won't be as motivated to fix it.

Hi GraniteStateColin,

I appreciate the update and the additional info. My apologies also if the methods you have tried did not work for you. Let's perform a Clean boot. Putting your system in a Clean Boot state helps in identifying if any third-party applications or startup items are causing the issue. Kindly follow the steps from the Microsoft article mentioned below to perform a Clean Boot.

How to perform a clean boot in Windows

https://support.microsoft.com/en-us/help/929135...

Once done, reboot, check and observe. It was a good thing that you sent your concern also thru the Feedback Hub app. Hopefully, Microsoft would take notice and action.

IMPORTANT NOTE: In the article, refer to the section "Reset the computer to start normally after clean boot troubleshooting" to reset the computer to start again as normal after troubleshooting.

Have a good week ahead.

Gian, thanks again for the added options. I did all of them through Method 5. I'm not willing (at least not yet), to do Method 6. No effect. DISM and sfc completed successfully and indicated no issues.

During the troubleshooter step, after it failed to help, I did take the opportunity to submit the issue to MS through the Feedback Hub that it launched (I had previously reported it directly through Feedback Hub also as a Hello issue, but the Troubleshooter opened it to a different section for device driver problems, so maybe this will better help MS track this down).

I'd like to know if this is working for anyone. I have not yet seen a single post from any user stating that Hello facial recognition is still working for them with a BRIO 4k following the Windows 20H2 update. For all I know, this is a universal problem, in which case, I just need to wait for MS to patch and fix it. If that's the case, I'm just wasting my time now by trying anything here.

On the other hand, if this is working for other people, then the problem could be unique to my system. 

What I find diagnostically important is that the BRIO works for EVERYTHING except Hello. And even for Hello, the red light on the BRIO begins flashing when I try to use Hello's facial recognition, so Hello is obviously accessing the camera and they're talking, but then it gives the clearly wrong (but maybe a clue) error message, "Camera is currently in use by another app. Close the app and try again."

Note that it's not saying that there is a problem with the camera or no camera is found, which are the standard errors if I remove the BRIO or delete the drivers.