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
    2020-12-29T18:23:38+00:00

    While none of this worked or produced any different results, I did notice something odd: when I run "msdt.exe -id DeviceDiagnostic" (works from PowerShell or CMD prompt), it ALWAYS tells me at the end that it needs to restart. The final is "Restart your PC to finish installing drivers and updates" even though as far as I can tell there are no further updates pending and no drivers that have changed. I've been through this several times, restarting the computer each time. Regardless it always comes back with that.

    Do others who still have problems also get that? If that's a common thread between us, maybe that's a clue as to the problem. 

    Also, if it matters all my systems are running on a domain. I'm not sure if that has any bearing on this, but offering it in case it helps us figure out why this just won't work for some of us.

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  2. Anonymous
    2020-12-29T18:20:01+00:00

    Unfortunately, that's the firmware I've had installed since starting this. That was one of the first things I confirmed.

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  3. Anonymous
    2020-12-29T08:00:44+00:00

    I tried the pnputil fix, but no change - as GraniteStateColin says, this fix seems to be addressing a different issue. 

    I have much the same symptoms as he does, except there is no info at the end about 'Camera already in use'.  The red light is on steadily for a few seconds - then Off - then nothing more - then I close down the Windows Hello set-up.

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  4. Anonymous
    2020-12-29T04:55:52+00:00

    P.S. I did try it anyway, but no effect. Same exact problem after trying the video and the pnputil commands. Still tries to scan to set up Hello Face, but fails with the error message that the camera is in use.

    I had no problems with this until the 20H2 Windows update. Logitech specifically says that this is a Microsoft problem.

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  5. Anonymous
    2020-12-29T04:28:46+00:00

    <removed> (and others that used this successfully), thanks for posting this. I've not tried yet. I want to be optimistic, but that looks like it's for a different problem. I already see "Windows Hello Face. Sign in with your camera (Recommended)" BUT when I go to Set Up, and hit the Get Started button, the red light flashes on the BRIO 4k for a few seconds, but the camera never actually comes on (the white light does not light up) and then after about 10 seconds, Windows reports, "Camera is currently in use by another app. Close the app and try again." 

    Of course, the camera is not in use by any other apps. When I try to use the camera for other apps separately, it works fine for everything else except for Hello.

    From your screen shot, it looks like a very different issue where Hello Face recognition was completely missing for you before your GP edits (says "Windows Hello isn't available on this device" in your screen shot). Did this fix work for anyone in our situation (I know several of us are in this boat, where Hello Face is there, but doesn't seem able to talk to the BRIO camera).

    Thanks,

    Colin

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