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: Oldest
Most helpful Newest Oldest
  1. Anonymous
    2020-12-29T18:04:41+00:00

    I had similar behavior on my BRIO journey after 20H@... Firmware fixed that for me.. I noticed some of you are running 2.2.50, 2.4.56.0 is the newest version found here.

    That is for the 4k version not the streaming. If you have the streaming version and having issues wonder if it will let you flash the 4k firmware and that would fix it? Obviously a risk if it bricks it. I can't even find this "streaming version" on the Logitech website?

    Just did some quick research on this... and found this "Streaming version has a year of X-Split and is targeted at consumers, 4K version is the same camera but targeted at businesses (hence the plain box)."

    I don't think the hardware is different from 4k vs streaming "version" I think its safe that everyone can run 2.4.56.0. Now that's my opinion. Other hardware generally won't allow a flash of wrong version firmware.  What brave person will test my theory, lol.

    R

    Was this answer helpful?

    1 person found this answer helpful.
    0 comments
  2. Anonymous
    2020-12-29T18:20:01+00:00

    Unfortunately, that's the firmware I've had installed since starting this. That was one of the first things I confirmed.

    Was this answer helpful?

    0 comments
  3. Anonymous
    2020-12-29T18:23:38+00:00

    While none of this worked or produced any different results, I did notice something odd: when I run "msdt.exe -id DeviceDiagnostic" (works from PowerShell or CMD prompt), it ALWAYS tells me at the end that it needs to restart. The final is "Restart your PC to finish installing drivers and updates" even though as far as I can tell there are no further updates pending and no drivers that have changed. I've been through this several times, restarting the computer each time. Regardless it always comes back with that.

    Do others who still have problems also get that? If that's a common thread between us, maybe that's a clue as to the problem. 

    Also, if it matters all my systems are running on a domain. I'm not sure if that has any bearing on this, but offering it in case it helps us figure out why this just won't work for some of us.

    Was this answer helpful?

    0 comments
  4. Anonymous
    2020-12-29T18:33:06+00:00

    Did you set AllowDomainPINLogon to 1 in the registry?

    Was this answer helpful?

    0 comments
  5. Anonymous
    2020-12-29T21:12:10+00:00

    Thanks for the new (to me) firmware info :) they hide these things quite well. 

    Sorry to say, though, that it made no difference to the Hello problem.

    Was this answer helpful?

    0 comments