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
    2020-10-28T00:29:44+00:00

    Thanks for reaching out! I'm an Independent Advisor and a Microsoft user like you.

    I was able to find some methods that may be useful to you, hopefully, this would work in your favor. Kindly give it a try. I have included the link to the sources for added information.

    Option 1: Restart Set Personify Frame Transformer service

    Click Windows > type services > click services

    On the right pane, look if you see a service called "Set Personify Frame Transformer"

    Right-click on the service then select restart, let it run.

    Now right click on "Set Personify Frame Transformer" > Select properties > Under Startup type, click the dropdown arrow, and make sure to set it to automatic so whenever you reboot the computer, the service starts automatically. This should allow you to configure Windows Hello with a BRIO camera once again on the Settings screen.

    Make sure to reboot and check. You may need to setup your BRIO Camera again in Windows Hello.

    Source: https://news.softpedia.com/news/how-to-fix-brok...

    Option 2: Try to install compatible firmware updates for your BRIO Camera. Check this link:

    ftp://ftp.logitech.com/pub/techsupport/cameras/...

    The latest firmware listed is the BRIOFWUpdate_2.2.50.exe but you may try to install other previous firmware to see if that would help.

    Source: https://answers.microsoft.com/en-us/windows/for...

    If you find the suggestions to have worked for you, please mark it as helpful. Feedback definitely helps us all. Let's hope for the best. Stay safe.

    ______________________________________________

    Standard Disclaimer: There are links to non-Microsoft websites. The pages appear to be providing accurate, safe information. Watch out for ads on the sites that may advertise products frequently classified as a PUP (Potentially Unwanted Products). Thoroughly research any product advertised on the sites before you decide to download and install it.

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  2. Anonymous
    2020-10-28T09:27:55+00:00

    Gian, thank you. When I read about the Set Personify Frame Transformer," I was optimistic that was it. The symptoms were very close to mine. And maybe it still is: there is no such service listed (not under Personify or Set Personify), so it's obviously not running. I'll ask Logitech about that service. Meanwhile, do you have any idea if it's been dropped or if it's available to install from anywhere?

    Following the original logic from the link, I also looked for any other Logitech services, only finding the same one that person had mentioned, Logi Facecam Service, which was running (just in case, I did try stopping it, testing, then restarting, and testing again, but no change). 

    Also, note that the error messages the user received were different and that was for Windows 2004, (20H1), not 20H2. 

    The firmware is current and worked fine until the 20H2 update a few days ago. 

    Any other suggestions?

    Thanks,

    Colin

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  3. Anonymous
    2020-10-28T21:51:46+00:00

    Logitech says that it's Microsoft's responsibility to help with any issues relating to Hello. They said that because it works for webcam apps like, Skype, there is no issue from their perspective. I'm pushing back on that with Logitech and may get somewhere, but so far, it's been a pretty hard wall.

    If MS says it's Logitech's problem and Logitech says it's Microsoft's, that just leaves all of us with Hello problems with Logitech cameras out in the cold.

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  4. Anonymous
    2020-10-29T01:36:28+00:00

    Hi GraniteStateColin,

    Thanks for the update and my apologies if the above steps did not work as expected. I was also hoping that the first method would help. I also tried to get information online regarding other Logitech Camera services in Windows 10 but found none so far. Maybe you can try these suggestions that I compiled below. My apologies for the long email.

    Method 1:

    1. Click on the Windows Icon type "Get Help" and click on it.
    2. In Get Help type "Windows Hello Face Camera is not working", press Enter.
    3. Once you get a response, choose "Windows Hello Camera Issue".
    4. Choose "Windows Hello Face recognition setup not working" if you are given this option. See if the camera will be reset and would now work.

    NOTE: The options given by "Get Help" may vary.

    Method 2: Check if you have a FaceDriver folder and reinstall HelloFace.inf or HelloFaceMigration.inf

    1. Open File Explorer, navigate to C:\Windows\System32\WinBioPlugIns\FaceDriver
    2. Right-click on HelloFace.inf and click "Install"
    3. If the file exists do the same thing for HelloFaceMigration.inf in the same directory

    NOTE:

    If you are missing the C:\Windows\System32\WinBioPlugIns\FaceDriver folder entirely you need to install the optional feature "Windows Hello Face".

    a) Open Settings -> Apps

    b) Click 'Optional features'

    c) Click 'Add a feature'

    d) Select 'Windows Hello Face' from near the bottom of the list and Install it

    e.) Reboot after the installation is complete

    Method 3: Run DISM (Deployment Image Servicing and Management) and System File Checker (SFC) to try and fix system issues.

    Click on the Start button, type "cmd", right-click on "Command prompt" and click on "Run as administrator".

    Copy-paste the following lines in the command prompt, one by one, pressing Enter after each line (to paste right-click at the top on "Administrator : command prompt" > Edit > Paste) :

    DISM.exe /Online /Cleanup-image /Restorehealth

    sfc /scannow

    Method 4: Run the Hardware and Devices Troubleshooter.

    Press Windows Key > type "Troubleshoot" > Click Troubleshoot > Under Find and fix other problems, look for Hardware and Devices > open Hardware and Devices and follow the on-screen instructions.

    Method 5: Turn Off Fast Startup

    1. Click the Windows Start Menu > type Control Panel > Click on Control Panel

    When you go to the control panel it may show up as the “Category” view option by default (near the upper right side of Control Panel window). Switch it to “Large icons” if needed then click Power Options.

    1. Click on the “Choose what the power button does” link on the left side.
    2. By default, the Shutdown settings options are greyed out. Click on “Change settings that are currently unavailable” to unlock the greyed out options.
    3. Uncheck the “Turn on fast startup option” to enable/disable the fast startup feature.
    4. Click Save
    5. Do a restart and check.

    Method 6: I do know that you are already on the latest build of Windows 10, but try to perform an in-place upgrade of your Windows 10. What it will do is it rebuilds the system files without deleting any personal files, the use of the in-place upgrade is not just to update the PC, but also to repair system problems. It's worth the try. Please follow the steps below:

    https://answers.microsoft.com/en-us/windows/for...

    Lastly, if this issue would be the cause to disrupt your daily work/schooling, and if your system has been upgraded less than 10 days ago, and you have not removed the previous installation, then you can roll back to the previous version. Please see the steps from the link below. These steps apply also to Windows 10 20H2

    https://www.yourwindowsguide.com/2020/05/uninst...

    If one of the Windows Updates caused this issue you may try to uninstall the problematic update by clicking Windows > Settings > Update & Security > Windows Updates > Update History, uninstall them there.

    Restart and check. If the problem was resolved then check and block the problematic updates. See link below:

    https://www.howtogeek.com/223864/how-to-uninsta...

    Hoping for the best results. Thanks again for your time and cooperation.

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  5. Anonymous
    2020-10-29T11:23:26+00:00

    Gian, thanks again for the added options. I did all of them through Method 5. I'm not willing (at least not yet), to do Method 6. No effect. DISM and sfc completed successfully and indicated no issues.

    During the troubleshooter step, after it failed to help, I did take the opportunity to submit the issue to MS through the Feedback Hub that it launched (I had previously reported it directly through Feedback Hub also as a Hello issue, but the Troubleshooter opened it to a different section for device driver problems, so maybe this will better help MS track this down).

    I'd like to know if this is working for anyone. I have not yet seen a single post from any user stating that Hello facial recognition is still working for them with a BRIO 4k following the Windows 20H2 update. For all I know, this is a universal problem, in which case, I just need to wait for MS to patch and fix it. If that's the case, I'm just wasting my time now by trying anything here.

    On the other hand, if this is working for other people, then the problem could be unique to my system. 

    What I find diagnostically important is that the BRIO works for EVERYTHING except Hello. And even for Hello, the red light on the BRIO begins flashing when I try to use Hello's facial recognition, so Hello is obviously accessing the camera and they're talking, but then it gives the clearly wrong (but maybe a clue) error message, "Camera is currently in use by another app. Close the app and try again."

    Note that it's not saying that there is a problem with the camera or no camera is found, which are the standard errors if I remove the BRIO or delete the drivers.

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