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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.
To me, the mention of Windows Hello support on the Logitech page of the BRIO webcam should be removed until this issue is fixed. It was one of the deciding factors in getting this webcam, even paying extra for such a feature and it turns out that it doesn't work at all. I don't care if it's the fault of Microsoft or Logitech, but that mention should be entirely removed in the meantime.
In case people following this thread have not noticed yet, the latest Windows update fixed this issue, at least on my Surface Book 3 Business (update also contained several firmware updates).
My Logitech Brio camera now unlocks the computer upon facial recognition.
Facial recognition was broken again for the last couple of days, after working for a brief period of time after the last Windows update.
Once I disabled and re-enabled the "Windows Hello Face Software Device" in the Device Manager, it started working again.
The problem I typically see is that the biometrics service is crashing when I'm trying to set up face-id, but I have also seen the device in use problem. Further, I just got a new laptop that has got a built-in IR camera, and fingerprint reader and it suffers from exactly the same problem. I cant set up either device. So although I and many of you you are experiencing this problem with the Logitec brio, it can be reproduced with other biometric devices as well.
The root cause for both the crash and device in use is likely the same.
I have not debugged this down to the line of code where the bug is; but the problem is with the file handle to the database file for the biometrics data.
Some-where the handle is swapped out for a handle to a different object. The file is opened, and some-time later the handle value is replaced with a handle to I believe an event-object. The crash occurs when the telemetry service is calling UnlockFileEx - since the handle is no longer referencing the file, but another object - causing an exception to be thrown.
And the device in use seem to be happening in a similar situation, by the service having opened the database file, and later when it closes the file the it's using the wrong handle, so it's not closing the file, but some other object. In this situation no exception is thrown, since when you close a handle - it doesn't matter what type of object the handle is referencing. When it later the service tries to open the file again it fails due to the file already being open - so you get the device in use error.
I'm sure on a system where you can reproduce this problem if you keep trying to use bio-devices you will see other problem as well, since like in the case of "device in use" the fact that some other random object has been closed - it will cause other problems as well.
Hi @per.larsson
I don’t know how you came to that conclusion but you would think that as a developer, one of the first 101 lessons you learn is to check if something went wrong when you perform an operation such as trying to open a file. When we consider that this biometrics data store is used by more than one service, there should be an API published by Microsoft to check for something like this. Further, if anyone can call a file open operation on such a delicate and sensitive area (biometric data of a person), you would think this API would ensure it is an authorised process trying to access it and not some suspicious process trying to access the store.
Of course, I am not a developer but all the above is based on common sense.
That said, the latest Microsoft update fixed the issue for me. Having said that, I have also uninstalled a bunch of apps that access the camera in an effort to eliminate the cause of the issue.
Unless an official Microsoft representative and preferably a developer in the biometrics space jumps in here, I guess all this is conjecture at best.
Guess What? My camera is working on Windows 11. Problem solved!
