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
    2021-04-06T15:17:01+00:00

    Having this issue with my HP ENVY x360 15-bq1xx, started after I updated windows. Camera lights don't even turn on, and trying to set up hello through the settings just says "couldn't turn camera on" and exits by itself quickly. Tried the powershell fix and it didn't change anything. Used to work perfectly fine.

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  2. Anonymous
    2021-03-16T19:19:58+00:00

    All, thanks for everyone's help.  I have a Logitech Brio and I was already on the latest firmware 2.5.  Here is how I fixed it after I applied Windows 10 20H2 (OS Build 19042.868) that I updated on March 16, 2021.    Windows Hello gave me the red lights but would not authenticate.  In Windows 10 I went to

    • All Settings
    • Sign-in Options (find it via search)
    • Windows Hello Face (this was still set to On and it claimed I was still configured, by stating this: You're all set up to sign in to Windows, apps, and services with your face

    So in this are I clicked Improved recognition and  Windows Hello showed a grid with my face on it with the camera.  I then exited, and then magically Windows Hello worked again for me.

    Here are some screenshots

    FYI ftp download for brio firwmare tools is

    host = ftp.logitech.com

    path = /pub/techsupport/cameras/Webcams

    login = Anonymous

    leave password blank

    Or put this in browser ftp://ftp.logitech.com/pub/techsupport/cameras/Webcams

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  3. Anonymous
    2021-03-14T15:24:20+00:00

    I have a Lenovo 940 .

    I experienced the following problems with 20h2 build

    1. Windows Hello Fingrer print reader will not respond to logins

    after the computer sits for awhile. And it's not that it has lost it's fingerprint 

    settings. The fingerprints work for everything else.  

    Also the Hello login will work for a period of time after the 

    Initial pin login. (with the fingerprint reader)

    I also tried relearning the fingerprints just to be sure.

    And updating the driver's says I already have the best one for biometrics.

    1. The only power plan available is mixed.
    2. Went back to previous build and things are working as they did before. 

    4)I don't mind this build if these problems are fixed.

    1. This computer is only a year old and the top of the Lenovo Laptop Line

    so I think they should have tested this out a little.

    6)My machine is not capable of Windows Hello through the camera but the 

    Fingerprint Read was working very well for this.

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  4. Anonymous
    2021-03-03T18:46:31+00:00

    After trying a lot of the suggestions on this thread, what worked for me was to disable the integrated laptop camera (from the Device Manager).

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  5. Anonymous
    2021-03-01T14:12:55+00:00

    OK, so the problem is definitely with Microsoft. I ran the fix, did an update, and it was broken again. Ran the fix again, and it is now working.

    Everette, what fix did you run? I no longer expect anything to work again for me until there's a major OS update (this fall) or Logitech provides a new driver model or I buy a new system. That said, I'll keep trying any suggestions. I'd love to know what worked for you (on your Surface Pro 7+ you mentioned above, I presume?).

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