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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
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.
I hope this will fix my problem which is not related to a Surface as my problem is with a Dell Inspiron 3670
I never got a response from Microsoft. They promised to call me back but never did. When I rang back they then transferred me to an escalated team but they never answered and the call would cut off. Poor show!
It looks like Microsoft is at last fixing the Brio (more generically, second webcam) problem: https://www.theverge.com/2021/2/18/22288937/microsoft-windows-10-next-version-21h1-update-remote-work-features
Davide74400, I don't think that will help those of us who had a working system that Microsoft broke with the 20H2 update. In my case, the BRIO 4K is on my desktop computer's monitor and it worked fine for years until the update. In fact, in testing things, I had tried hooking that camera up to my HP Spectre x360, which also supports Hello Facial Recognition with a built-in Hello camera, and it worked there as the second Hello camera installed (which makes it harder for me to fully blame MS for this -- it obviously does work in some cases). So the problem that article describes they're addressing is a problem I wasn't able to reproduce and the problem I do have (no Hello via Facial Recognition with BRIO 4k on my desktop) is apparently not acknowledged as an issue, even though there are obviously plenty of us who have this particular issue.
Logitech has been offensively useless and unconcerned about this problem with their camera too. Because it's their camera, I actually think Logitech's behavior is worse the MS -- MS can only do so much to support all the hardware that's out there. Ultimately, the device makers need to take the initiative to fix these problems and communicate what's going on.
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.
It actually worked! Thank you so much for the tip.
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.
