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
    2020-11-22T18:24:18+00:00

    I had the same on my Surface Pro 4.  The camera would work ok, but Windows Hello didn't detect a compatible camera.

    My solution was

    from device mgr, remove anything related (Camera and Surface Camera Windows Hello)

    from Features, removed Windows Hello

    rebooted

    ensured my camera driver reinstalled ok and validated with seeing my ugly face in the Camera app

    reinstalled the Windows Hello feature

    by luck... more than planning, it then worked.

    hope the above helps.

    I have seen this posted elsewhere and done this. Unfortunately, after reinstalling Windows Hello Face, for me, the problem returned exactly as it had initially.

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  2. Anonymous
    2020-11-22T18:05:15+00:00

    Hi there JeffP - thanks for your post.

    AFAIK, you cannot actually uninstall Windows Hello as it isn't an App; you can just remove the set-up from Settings>Sign-in Options, which isn't quite the same thing.  You can disable it in the Registry, but that is just making it invisible, rather than uninstalling it.

    If that is the case, I've done what you've done, to no effect.  I think it is particularly a Logitech Brio 4K problem...

    You can uninstall "Windows Hello Face" and then reinstall through Windows Optional Features.

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  3. Anonymous
    2020-11-21T07:20:04+00:00

    Hi there JeffP - thanks for your post.

    AFAIK, you cannot actually uninstall Windows Hello as it isn't an App; you can just remove the set-up from Settings>Sign-in Options, which isn't quite the same thing.  You can disable it in the Registry, but that is just making it invisible, rather than uninstalling it.

    If that is the case, I've done what you've done, to no effect.  I think it is particularly a Logitech Brio 4K problem...

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  4. Anonymous
    2020-11-20T22:45:29+00:00

    I had the same on my Surface Pro 4.  The camera would work ok, but Windows Hello didn't detect a compatible camera.

    My solution was

    from device mgr, remove anything related (Camera and Surface Camera Windows Hello)

    from Features, removed Windows Hello

    rebooted

    ensured my camera driver reinstalled ok and validated with seeing my ugly face in the Camera app

    reinstalled the Windows Hello feature

    by luck... more than planning, it then worked.

    hope the above helps.

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  5. Anonymous
    2020-11-17T09:11:59+00:00

    Yes, all was fine and straightforward before the update to 20H2 - immediately after update, on two machines, Hello no longer worked.  I give a fuller summary earlier in this thread.

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