Windows 20H2 update seems to have broken Windows Hello Face Recognition

Anonymous

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

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110 answers

Anonymous

2021-03-03T18:46:31+00:00

After trying a lot of the suggestions on this thread, what worked for me was to disable the integrated laptop camera (from the Device Manager).
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Anonymous

2021-03-14T15:24:20+00:00
I have a Lenovo 940 .

I experienced the following problems with 20h2 build
1. Windows Hello Fingrer print reader will not respond to logins
after the computer sits for awhile. And it's not that it has lost it's fingerprint

settings. The fingerprints work for everything else.

Also the Hello login will work for a period of time after the

Initial pin login. (with the fingerprint reader)

I also tried relearning the fingerprints just to be sure.

And updating the driver's says I already have the best one for biometrics.
1. The only power plan available is mixed.
2. Went back to previous build and things are working as they did before.
4)I don't mind this build if these problems are fixed.
1. This computer is only a year old and the top of the Lenovo Laptop Line
so I think they should have tested this out a little.

6)My machine is not capable of Windows Hello through the camera but the

Fingerprint Read was working very well for this.
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Anonymous

2021-03-16T19:19:58+00:00
All, thanks for everyone's help. I have a Logitech Brio and I was already on the latest firmware 2.5. Here is how I fixed it after I applied Windows 10 20H2 (OS Build 19042.868) that I updated on March 16, 2021. Windows Hello gave me the red lights but would not authenticate. In Windows 10 I went to
- All Settings
- Sign-in Options (find it via search)
- Windows Hello Face (this was still set to On and it claimed I was still configured, by stating this: You're all set up to sign in to Windows, apps, and services with your face
So in this are I clicked Improved recognition and Windows Hello showed a grid with my face on it with the camera. I then exited, and then magically Windows Hello worked again for me.

Here are some screenshots

FYI ftp download for brio firwmare tools is

host = ftp.logitech.com

path = /pub/techsupport/cameras/Webcams

login = Anonymous

leave password blank

Or put this in browser ftp://ftp.logitech.com/pub/techsupport/cameras/Webcams
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Anonymous

2021-04-06T15:17:01+00:00

Having this issue with my HP ENVY x360 15-bq1xx, started after I updated windows. Camera lights don't even turn on, and trying to set up hello through the settings just says "couldn't turn camera on" and exits by itself quickly. Tried the powershell fix and it didn't change anything. Used to work perfectly fine.
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Anonymous

2021-04-07T02:11:32+00:00

Lenovo Thinkpad T580, Logitech Brio 4k Stream Edition Connected to USB 2.0 and not USB 3.0.

Did have the same problem with Sign-In options Hello "Sorry, Something went wrong", Couldn't turn on the camera. Make Sure it´s working properly.

After that, the dialog Sing-In Options UI just closed.

Error in the Application log: Event 1001

Fault bucket , type 0

Event Name: CameraStartupFailureEvent

Response: Not available

Cab Id: 0

Problem signature:

P1: 1.0.43.0

P2: StartStreamingFailed

P3: 0xc00d3704

Try a lot of the suggested answer in the tread, but no luck. until i realized that camera was not in USB 3.0 slot.

Moved the Camera to USB 3.0 slot. and the problem was then fixed with the Hello Sign-in option . (Maby some need to reboot the computer in order to get windows to regonized the new placement and drivers).

Found under Start > Settings > Devices (Bluetooth, Printers, mouse etc.)

Logitech 4K connected to USB 2.0 port, showing that i could perform faster under USB 3.0

After moving the Logitech Stream Edition to USB 3.0 port, then it was correct connected under Start > Settings > Devices (Bluetooth, Printers, mouse ect.)

Hope that might help some one with the same problem as i did have.

Regards KVSTOC
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