New HP laptop cannot find camera...


F

Florio

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I very recently purchased an HP Envy 17.3 inch Laptop PC 17-da0000nl. I initially had a few problems getting the camera to work when using desktop Messenger, but got it running in the end. The other day, I went to host a Zoom meeting only to find that the camera was no longer working, and could not even be found. When checking on Device Manager, both the HP SMP camera and the HP IR camera had Code 45 (device not connected). I got in touch with HP online (chat service based in India!!), and I was advised to do a Windows reset. I did this with the result that the two cameras were no longer even listed under Device Manager. I was then told to run a factory reset, which I did last night. The cameras are still missing. I cannot contact HP online again until Tuesday, and am in any case very sceptical regarding any further advice from their technical assistance. I thought someone here might be able to help me.

My Windows 11 version is 25H2.

Thanks to whoever can lend a hand.
 
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In windows 11 in settings check privacy and look for mic and camera. Make sure they have access. How dose the camera connect to the pc? In device manager have you tried using Windows default drivers or are they windows drivers by default. In device manager if ypu disable device then re enable do you still get the same?
 

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Thanks Fabler2, unfortunately no drivers are listed for the camera.
 

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TrebleTA said:
In windows 11 in settings check privacy and look for mic and camera. Make sure they have access. How dose the camera connect to the pc? In device manager have you tried using Windows default drivers or are they windows drivers by default. In device manager if ypu disable device then re enable do you still get the same?
Click to expand...
I've done all of this, TrebleTA. The drivers were HP drivers, but now they are no longer listed in Device Manager (after a windows reinstall and a factory reset).
 

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Hi

You have an HP camera firmware under Utility tools section for your model laptop. You may get positive results if you update the camera firmware.

Hope this helps.
IMG_1842.webp
 

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Thanks suatcini54. I tried to install that driver yesterday, but got the message “N/A No valid camera”.
 

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To me it sounds like your camera is defective. You might have to get the laptop repaired or replaced.
 

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This is a recurring theme with some HP or Dell built-in webcams. If you wipe the system, the correct drivers are never reloaded. And it's not obvious where one gets the right drivers to restore (if you didn't export them with pnputil).

Lots of online complaints...
 

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Thanks for that, garlin. I didn't realise other people had had the same problem. Do you happen to know what course of action they were adivised to take? You're definitely right about not knowing where to get the correct drivers; the HP drivers page is almost useless. I'm curious as to what HP assistance will say when I explain that the two different resets I've carried out (on their instructions) were inconclusive.
 

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At first I wasn't aware of the [well-hidden] shutter that closes the camera lens, but I soon discovered it. It wasn't the cause of my problems.
 

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Winuser said:
To me it sounds like your camera is defective. You might have to get the laptop repaired or replaced.
Click to expand...
Well, I've only had if for a few weeks, and so it's under warranty. But I don't know where I'll have to take it to get it repaired / replaced! It's hard to find an actual HP centre now (everything is conducted online!)
 

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I suppose that the one time you need Windows Update to find a needed driver it doesn't work.
Worth checking WU and check Advanced options, Optional updates.

Edit,
Try HP Support Assistant. It should be installed otherwise it's here,

HP Support Assistant | HP® Support

For automated fixes, personalized support, and automatic updates, try HP Support Assistant today.
support.hp.com support.hp.com
 

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Fabler2 said:
I suppose that the one time you need Windows Update to find a needed driver it doesn't work.
Worth checking WU and check Advanced options, Optional updates.
Click to expand...
Exactly!! Been there, done that. The only optional update was for .NET Framework
 

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please try a live Linux distro which boots from a USB stick
and doesn't install anything to your computer.

you can use Rufus to burn the live distro to USB
Ubuntu is a good choice for this test.

then you can check to see if the camara is working in the live distro
if the camara is not detected in the live distro then that will confirm the camara is faulty.

Ubuntu download
ubuntu.com

Download Ubuntu Desktop | Ubuntu

Ubuntu is an open source software operating system that runs from the desktop, to the cloud, to all your internet connected things.
ubuntu.com ubuntu.com

Rufus download

Rufus - Create bootable USB drives the easy way

Rufus: Create bootable USB drives the easy way
rufus.ie

best of luck Steve ..
 

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If you just got the labtop you have 28days to return where you got it from.
There is a bit of software that if you do get hp drivers bk, you can then back them up.
 

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Florio said:
Well, I've only had if for a few weeks, and so it's under warranty. But I don't know where I'll have to take it to get it repaired / replaced! It's hard to find an actual HP centre now (everything is conducted online!)
Click to expand...
I would check were you bought it. They should know what you need to do. They may offer you the option of them replacing it for you.
 

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IMG_1845.webpYou may try this: Download sp153178.exe from HP. This softpack includes HP HD camera drivers from Sunplus and Realtek.

You may try installing this. If your HP camera is not listed in this softpack, nothing is installed. But I think you cannot install any driver because you camera does not appear in Device Manager, as you said in the beginning of your post.
 

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suatcini54 said:
View attachment 152201You may try this: Download sp153178.exe from HP. This softpack includes HP HD camera drivers from Sunplus and Realtek.

You may try installing this. If your HP camera is not listed in this softpack, nothing is installed. But I think you cannot install any driver because you camera does not appear in Device Manager, as you said in the beginning of your post.
Click to expand...
Thanks very much. I'll give this a try, as I have nothing to lose. Although this may be the driver I tried to download the other day without success.
 

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