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
    2020-10-30T00:02:34+00:00

    Hi GraniteStateColin,

    I appreciate the update and the additional info. My apologies also if the methods you have tried did not work for you. Let's perform a Clean boot. Putting your system in a Clean Boot state helps in identifying if any third-party applications or startup items are causing the issue. Kindly follow the steps from the Microsoft article mentioned below to perform a Clean Boot.

    How to perform a clean boot in Windows

    https://support.microsoft.com/en-us/help/929135...

    Once done, reboot, check and observe. It was a good thing that you sent your concern also thru the Feedback Hub app. Hopefully, Microsoft would take notice and action.

    IMPORTANT NOTE: In the article, refer to the section "Reset the computer to start normally after clean boot troubleshooting" to reset the computer to start again as normal after troubleshooting.

    Have a good week ahead.

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  2. Anonymous
    2020-10-30T03:22:41+00:00

    Hello Gian,

    I had the same issue, however, my system was updated to 20H2 today and I also received my brand new Logitech Brio today, so I haven't tested it much with 20H1 (only a couple of hours); it was not working either with Windows Hello with the previous version however, that's all I can say, and I was about to return it...

    And then I found your post and tried Method 2... Miracle! It worked. For some odd reason the Logitech software did not care about making sure that the Windows Hello Face Software was installed... that's a big fail. Still, in the end it works, so I'm happy.

    Cheers!

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  3. Anonymous
    2020-10-30T10:37:19+00:00

    Hello Gian,

    I had the same issue, however, my system was updated to 20H2 today and I also received my brand new Logitech Brio today, so I haven't tested it much with 20H1 (only a couple of hours); it was not working either with Windows Hello with the previous version however, that's all I can say, and I was about to return it...

    And then I found your post and tried Method 2... Miracle! It worked. For some odd reason the Logitech software did not care about making sure that the Windows Hello Face Software was installed... that's a big fail. Still, in the end it works, so I'm happy.

    Cheers!

    So the BRIO is working for you for Facial Recognition Login via Hello with Windows 10 20H2? 

    Interesting. So that means it's not a universal problem. Probably bad news for me, because it means MS and Logitech won't be as motivated to fix it.

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  4. Anonymous
    2020-10-30T10:42:12+00:00

    Gian, thanks again for the ongoing attempts to find a solution. I went through all the steps for the Clean Boot and still no luck. Same exact error message about the camera being in use. 

    I also tried removing all the other USB devices, just in case something might be conflicting while it was in the Clean Boot state. No change.

    I saw CharlesO'Hara1's post that installing HelloFace.inf fixed it for him. Unfortunately, that had no effect for me.

    In a situation like this, who is responsible between MS and Logitech? Each seems to be pointing the finger at the other.

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  5. Anonymous
    2020-10-31T00:37:10+00:00

    Hi GraniteStateColin,

    Thanks again for the update. Yes, I did saw his post that method 2 worked. Sorry to hear that the recent suggestions did not fix this. Finger-pointing is really frustrating since we as consumers expect any software or hardware that we purchase to work as expected. I would say both may be at fault here, this time and age are very fast when it comes to advancement in technology. Hardware adapting to new software and vice versa, there are issues that are sure to arise.

    I may have exhausted my options, but here are a few more suggestions to try.

    1. If you have not yet performed the "in-place upgrade" method on my previous response, then it may be a good time to try it.
    2. Check this article also created by Greg one of our community MVPs. Go to step 17 to create a new account and check if the camera is working properly on that account, just to isolate if this may be a user account corruption issue.

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

    NOTE: You can also use this article for future reference in resolving other computer issues.

    1. My final suggestion is to try and update your BIOS to the latest version.
    2. Check your present BIOS version by clicking Windows Icon/Start > type Administrative Tools and click on it
    3. In the new window, look for System Information on the right pane and click on it.
    4. Under System Summary look for BIOS Version on the right pane.
    5. Once you have that information, check and compare to see if you have the latest UEFI/BIOS firmware on the PC or motherboard by going to the Support Downloads webpage of the motherboard manufacturer.

    Make sure to follow the instructions carefully on their website or you may try to ask for guided help by contacting their Support.

    Thank you so much for your understanding and patience. Keep safe.

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