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
    2020-10-31T14:44:24+00:00

    Thanks for the ongoing effort to help me solve this.

    I created a separate local admin account. Performed a clean boot and signed into that account. It had the same problem.

    BIOS is current (I had updated a couple of months ago and there's been no change from the motherboard manufacturer since January of this year). 

    I also tried moving the camera to another computer also updated to 20H2 -- it worked there. That computer is an HP laptop that also has a built-in Hello-capable webcam, so that could prevent that from being a fair test. But that does seem to suggest that the problem on my main desktop is something in my Windows configuration that is causing the problem. Still, strange that it worked fine on this same computer for the past couple of years until 20H2. I have not noticed anything else that broke with the 20H2 upgrade.

    I will now try the In Place Upgrade. I'll post back after I've had a chance to try that. Not sure when that will be at this point. Other work to do and it's Halloween weekend.

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  2. Anonymous
    2020-10-31T17:47:32+00:00

    I did try to perform the In Place Update, but the only option was a clean install. It sound it could not preserve my installed applications because a newer version of Windows is already installed.  What? Is this because I've run Windows update since installing 20H2?

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  3. Anonymous
    2020-10-31T23:19:36+00:00

    Hi,

    Strange as to why it's only giving you a clean install, but performing an in-place upgrade should not remove all previously installed applications. At the 'Ready to install' screen you should be presented with a screen which includes the task to be completed:

    • Install Windows 10 Pro
    • Keep Windows Settings, personal files, and apps

    I know that we have tried a lot of steps and it's really frustrating that we are not getting the best results. Unfortunately, I am already out of ideas, maybe someone else in the community will know the solution with regards to this issue that you are experiencing, I will open this up for others to try to assist you.

    I hope that your concern is sorted out and properly handled Stay safe and I thank you so much for your patience and understanding.

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  4. Anonymous
    2020-11-01T01:26:30+00:00

    As noted before, I don't have those top two options. It says I have a newer version of Windows (no idea what it's talking about I have Windows 20H2 installed in the standard directory on the C:\ drive.

    In going through these and other troubleshooting steps, I removed "Windows Hello Face" as part of reinstalling it, but I don't see it in the Optional Features to re-install:

    How can I find or force that to reinstall? I'm hopeful that if I can do that, everything will work again (maybe not, but this seems like the closest I've been to finding a specific defect to fix).

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  5. Anonymous
    2020-11-02T07:57:58+00:00

    Just to add that 20H2 has also broken {only} Windows Hello for TWO systems I have with a Brio 4K webcam, in both of which it was working perfectly beforehand.

    Also, one of those was at a re-install (which happened to be the new 20H2) due to upgrade of my source drive.  I've tried all these 'fixes' to no avail. 

    I am in comms with Logitech, but they are only suggesting obvious re-installation of drivers etc..  It's very rare these days that installations as such are flaky.

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