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
    2020-12-24T13:02:59+00:00

    Same for me.  At 2.4 version firmware.  Windows running 20H2.  Windows Hello does not work.

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  2. Anonymous
    2020-12-24T11:44:01+00:00

    I do not have the Brio Stream I have Brio Ultra HD Pro Webcam

    I already had the latest firmware for this model version 2.4  but it still doesn't work and no response from Microsoft

    Glad your is working

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  3. 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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  4. Anonymous
    2020-12-22T10:58:43+00:00

    Logitech say

    if the camera works fine with all the other video conferencing apps as Zoom, Teams, etc., this means that the issue is with the Windows Hello and I would recommend to check with Windows support if they are looking for solutions regarding this issue.

    I have raised a query with Microsoft and await their reply.

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  5. Anonymous
    2020-12-17T21:33:55+00:00

    Glad this isn't me being stupid!

    I bought a Kaysuda camera from Amazon boasting Window s Hello which would not work so I sent it back. I then bought a  AWOW from Amazon which also boasted Windows  Hello compatablity but it turned out to be an unbadged version of the Kaysuda and that didn't work either so it also went back .

    I then lashed out on a Brio which was three times the price and have had the same problems as everybody else.

    Come on Microsoft and Logitech sort it out! I have posted a ticket with to Logitech and unless it is sorted there will be a third camera going back

    Paul

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