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
    2020-11-14T22:42:55+00:00

    I'm having a very similar problem.  The white light turns on, but I never see the flicker of the red light.

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  2. Anonymous
    2020-11-09T23:30:40+00:00

    I just updated to 20H2 and am having the same issue. None of the mentioned fixes have worked or at least worked consistently. I was able to get logged in using camera 1 time. Most of the time my camera tries, flashes the white light and then says couldn't turn on the camera. Running all latest software from Logitech. Worked perfectly fine on 1809.

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  3. Anonymous
    2020-11-03T03:00:32+00:00

    Yeah, that's what I was getting -- the red light flashes, showing that Windows was talking to the camera and triggering the Hello face scanning to start, but then it would die and say the camera was in use by another app.

    Over on the Logitech site, they are now telling me (new today) that they have received other reports of this issue, but about 1/3 were solved using: Uninstall the Logitech Brio from Imaging Devices, Sound controllers, and USB controllers in Windows Device Manager, then unplug the camera, reboot the PC and plug it back in. 1/3 are stuck like me, and the last third are too new to know yet where they stand.

    If one to two thirds of all BRIO users have this problem and can't fix, that's a good sign that a fix will be coming.

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  4. Anonymous
    2020-11-02T22:05:52+00:00

    Sorry if I wasn't crystal clear -- no, it didn't work with either an upgrade or a clean re-install of 20H2, and both machines are Windows 10 x64 desktops with the Brio 4K.  So my situation seems to be the same as yours, in this case :) 

    The camera is fine in every other usage with 20H2 that I can see - it is just that Hello no longer works.  I can put in my PIN, see my webcam image and the 'Make sure your face is centred in the frame' message, and that's it, except for the red light on the webcam going on for a few seconds, and then off.

    Hello from not-so-sunny Brighton in the UK.

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  5. Anonymous
    2020-11-02T21:23:08+00:00

    Also, one of those was at a re-install (which happened to be the new 20H2) due to upgrade of my source drive.  I've tried all these 'fixes' to no avail.  

    IanVajra, do you mean that even after a clean install with 20H2, Hello would work with the BRIO 4k for Face Recognition? 

    Note that the BRIO 4K did work for me with 20H2 on an HP Laptop where I hooked it up briefly, just to test (that HP also had a Hello-compatible camera built-in, so maybe the makes it an invalid test). My problem system is my main computer, my desktop. 

    Thanks,

    Colin

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