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

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

0 comments

110 answers

Sort by: Newest
Most helpful Newest Oldest
  1. Anonymous
    2021-06-01T20:51:24+00:00

    I have the same issue. I have a surface book 2 and after an update my logitech brio face recognition stopped working.

    Was this answer helpful?

    0 comments
  2. Anonymous
    2021-06-01T04:07:30+00:00

    I have the same problem getting Logitech Brio 4K to work with Windows Hello. I use Windows 10, version 21H1. This is the first time I am trying to use Brio 4K on this machine (Dell Alienware Aurora R7).

    I am logged in as an admin using Microsoft hotmail email. I have my login pin enabled. When I try to activate Windows Hello, it prompts me to key in my pin. After that the camera turns ON and it is asking me to "make sure your face is centered in the frame". The camera red light turns ON for few seconds and then it turns OFF. I am trying hard to get my face centered, but I am stuck in this page.

    I read many pages on this issue in this forum, but it looks like there is no one solution.

    I appreciate if anyone have solved this please let me know.

    Was this answer helpful?

    0 comments
  3. 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!!

    Was this answer helpful?

    1 person found this answer helpful.
    0 comments
  4. Anonymous
    2021-05-12T08:10:38+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.

    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!

    Was this answer helpful?

    2 people found this answer helpful.
    0 comments
  5. Anonymous
    2021-04-22T09:54:29+00:00

    The actual thing which can solve problem is install realtek camera software otherwise none of method will work either i would say that only issue could be solved by installing realtek camera software from realtek website

    Muhammed, what is that based on? What Realtek drivers? Do you have a link to their location? Why do you think those would be related to problems with the BRIO 4K camera following the Windows 20H2 update?

    Was this answer helpful?

    0 comments