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
    2021-04-22T01:47:24+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

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  2. Anonymous
    2021-04-21T22:35:03+00:00

    I have tried lot of methods for days but finally Method 5 worked

    thanks all lot

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  3. Anonymous
    2021-04-21T18:26:10+00:00

    Hi GraniteStateColin,

    I am experiencing exactly the same as you. I am running 19042.928 as well with an integrated Intel F200 RealSense camera. So I am unable to switch it from a USB2.0 to a USB3.0 port. I have contacted both Intel as Microsoft support but without any luck. Tried everything to get this fixed but the only thing that I can do to get the Hello Face working is again is to go back to a version before 20H2.

    IMHO this must be very easy to solve by Intel or Microsoft if they would be working together. One thing is for sure, I am not an Intel fanboy anymore and I will try to avoid Intel hardware in the future and buy something else. Very dissapointed with their support.

    Filip

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  4. Anonymous
    2021-04-20T13:38:18+00:00

    Thanks KVSTOC! I had my Logi Brio 4K (non-stream edition) plugged into a USB 3.0 hub, but it was still showing as USB 2.0 under Devices in Settings. I moved it to a USB 3.0 port on back of my desktop and boom, it started working!

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  5. Anonymous
    2021-04-19T17:56:04+00:00

    Hi Colin, 

    The Version is Win Pro19042.906

    Regards KvsToc.

    Yeah, that's 20H2. Interesting. My problem is unchanged since my original post, even with the latest April update (Windows Version now 19042.928). I've tried every suggestion I've been able to find, including all the ones in this thread, like uninstalling and reinstalling the camera drivers through Device Manager, different USB ports,  the various Logitech camera control apps, firmware updates, removing and reinstalling Windows Hello Face services. None have helped. Exactly where I was when this started, which happened with the 20H2 update. I am certain that was the cause, because I used it several times a day for over a year before the 20H2 update, and it never worked after that.

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