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
    2020-11-14T23:09:35+00:00

    needed help to activate this pc

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  2. Anonymous
    2020-11-16T10:48:44+00:00

    Hi Colin

    I have much the same experience; I wish MS and Logitech would stop wriggling and sort it out. 

    Logitech refused to take any part in a solution when I engaged them, because they 'are pleased to note' that the camera works in other Apps.  They ought to be concerned that a major selling-point of their flagship camera is no longer applicable within the commonest operating system any more.

    I put in my PIN, see camera video, and the red light stays on for a few seconds.  No messages.  Nothing else happens subsequently until I give up.  Everything else works with the camera as before, including the Logitech Apps.  Have tried re-installing drivers (pointless, really), and plugging in a different USB socket (also pointless really).  I don't have a fingerprint scanner.

    Regards,

    Ian

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  3. Anonymous
    2020-11-16T20:19:07+00:00

    IanVajra, yes, that sure sounds like the same issue. Did this just start for you following a recent update to Windows 20H2? I had no problems before that update. If you type (w/o quotes) "winver" in the Start menu, is your version 20H2?

    Thanks,

    Colin

    For anyone else having this problem, please be sure to also post to Logitech's support (you may wish to reference this thread): 

    https://support.logi.com/hc/en-us/requests/new?ticket\_form\_id=360000621393

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  4. Anonymous
    2020-11-17T09:11:59+00:00

    Yes, all was fine and straightforward before the update to 20H2 - immediately after update, on two machines, Hello no longer worked.  I give a fuller summary earlier in this thread.

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  5. Anonymous
    2020-11-20T22:45:29+00:00

    I had the same on my Surface Pro 4.  The camera would work ok, but Windows Hello didn't detect a compatible camera.

    My solution was

    from device mgr, remove anything related (Camera and Surface Camera Windows Hello)

    from Features, removed Windows Hello

    rebooted

    ensured my camera driver reinstalled ok and validated with seeing my ugly face in the Camera app

    reinstalled the Windows Hello feature

    by luck... more than planning, it then worked.

    hope the above helps.

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