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
    2021-02-25T20:06:06+00:00

    This did unfortunately not work for me :-(

    What kind of Hello Face camera are you using?

    You are using a Surface Pro 7+, right?

    I am using the built-in Intel RealSense F200 camera in an ASUS Zen AiO Z240IC.

    Now running on Windows 10 Version 20H2 (OS Build 19042.844).

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  2. Anonymous
    2021-02-25T19:52:08+00:00

    I am much with GraniteStateColin... I have updated to 21H1 (via the Insider route), and it has unfortunately made no difference to the Brio Hello problem on my desktop, which had been working before 20H2. I too think it is probably Logitech's responsibility now.

    At some point, I'll upgrade my desktop with a new motherboard and system, maybe AMD Ryzen instead of Intel next time. Anyway, I'm optimistic that the BRIO will start working again for Hello facial recognition following a full, clean install. In the meantime, I still use the BRIO for video calling and use a fingerprint scanner for Hello login.

    Did you try IMRJS's December 28 suggestion? It worked like a charm for me. I tried all the other solutions and none worked. I wasn't willing to do a clean install on my Surface pro 7+ (because I just got the dang thing).

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  3. Anonymous
    2021-02-24T23:14:39+00:00

    I am experiencing exactly the same on my Asus AiO Z240IC with built-in Intel F200 real sense camera. Installed the latest 20H2 Feb/21 update and W10 Camera App works. When trying to setup Windows Hello Face I see that the depth camera is activated but W10 says that something went wrong.

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  4. Anonymous
    2021-02-24T21:07:44+00:00

    If anyone does a clean install, please post back if it started working. The crazy thing is it worked great for a few days. I was able to set it up and it unlocked my desktop perfectly. It was fast and accurate. Then it just failed without any changes to my PC.

    So I removed Hello and tried to re-set it up. No luck. I go through the wizard to setup Hello in settings, and the infrared light blinks, then the white camera light popped on for a second then goes off and the failure message below comes up. I've tried different USB ports, the PowerShell remove/re-add IanVajra suggested, uninstalling from Device Manager, changing driver from Logitech BRIO to USB Video Device, and nothing works. Super frustrating....

    "Sorry, something went wrong

    Couldn't turn on the camera. Make sure it's working properly."

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  5. Anonymous
    2021-02-23T22:48:09+00:00

    It actually worked! Thank you so much for the tip.

    That's great! Glad it helped someone.

    :)

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