08-01-2017 07:04 PM
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  1. DenverRalphy's Avatar
    I have an Asus Q524U laptop.

    Yesterday I received the Anniversary Update, and ever since then the Facial Recognition fails at login. I get the "Couldn't Turn On Camera" error message, and them I'm redirected to use my PIN for login.

    Searches across the interwebz don't seem to provide much help beyond the typical "Make sure your drivers are up to date" repsonses (however I haven't sifted through them all, because the search turns up a bazillion results).

    I have confirmed drivers are up to date. Even reinstalled them just to be sure. I deleted my facial recognition and PIN login settings, rebooted, then re-added my PIN login. However the setup for facial recognition fails at Couldn't Turn On Camera. The camera works with all the other software/apps. Just not for Windows Hello.

    Anybody else experience this and able to fix it? Any help would be appreciated.

    Thx.
    09-06-2016 01:57 PM
  2. melhiore's Avatar
    Did not know Asus Q524U had Windows Hello capable camera?? Did it work before AU??

    Looks like there were some issues with webcams:

    How To Fix Windows 10 Webcam Issue After Anniversary Update
    Windows 10 Anniversary Update breaks most webcams | Ars Technica UK

    Not sure if that was for the USB cameras or broke the internal cams as well...
    Last edited by melhiore; 09-06-2016 at 04:49 PM. Reason: added content
    09-06-2016 04:45 PM
  3. DenverRalphy's Avatar
    Yeah. It worked before the anniversary update. It may be related to the article you referenced, except that it's an internal camera, and the camera works just fine with other apps.

    [edit] Looking more into it... The camera in the Device Manager is listed as a USB device (odd). And I've noticed that the IR Camera Lense is separate from the normal camera lense, and only see one camera device in the Device Manager. So either both cameras at the top of the display are one integrated device, or I'm missing a device in the device manager (doubtful though because a scan for missing devices turns up nothing).
    Last edited by DenverRalphy; 09-07-2016 at 01:52 PM.
    09-07-2016 12:22 PM
  4. melhiore's Avatar
    Yeah. It worked before the anniversary update. It may be related to the article you referenced, except that it's an internal camera, and the camera works just fine with other apps.

    [edit] Looking more into it... The camera in the Device Manager is listed as a USB device (odd). And I've noticed that the IR Camera Lense is separate from the normal camera lense, and only see one camera device in the Device Manager. So either both cameras at the top of the display are one integrated device, or I'm missing a device in the device manager (doubtful though because a scan for missing devices turns up nothing).
    Internal cameras very often are connected to USB (internal HUB but still USB) Not sure what can be done now as I never had any issues with camera. Everything just works. What do you think about the advice in the article?? Worth trying?? Does it look legitimate??
    09-07-2016 02:33 PM
  5. DenverRalphy's Avatar
    Internal cameras very often are connected to USB (internal HUB but still USB) Not sure what can be done now as I never had any issues with camera. Everything just works. What do you think about the advice in the article?? Worth trying?? Does it look legitimate??
    I've seen a few articles that said the same thing. However I just bought this laptop, and it will be a primary work device when I go to a new job with a large MSSP, and I'm not yet willing to start jacking with my registry keys etc.. (because in my experience, once you start doing that to a machine, there's a propensity to get out of control).

    So for now, I've resigned myself to wait for either Microsoft or Asus (likely MSFT) to provide a fix. If the MSFT fix doesn't correct it, then I'll dig deeper. The issue isn't that big of a deal. I'm more just annoyed that my machine should be able to do it, and isn't. At this time it's more of an obsessive compulsion than a dealbreaker. To be honest, when I bought this laptop, I didn't even know or notice that it had an IR camera. Now that I do though, my geek side just wants it to work.
    09-07-2016 02:43 PM
  6. keired's Avatar
    I have the same exact laptop, and I loved using Windows Hello since I bought it, but it also stopped working for me since the update! I've been looking for a fix myself and I found yours. Hopefully they give a fix for this. or I'll just bring it GeekSquad to see if they can do something about it.
    09-08-2016 01:26 AM
  7. DenverRalphy's Avatar
    I have the same exact laptop, and I loved using Windows Hello since I bought it, but it also stopped working for me since the update! I've been looking for a fix myself and I found yours. Hopefully they give a fix for this. or I'll just bring it GeekSquad to see if they can do something about it.
    I'm glad to hear this. Well not glad that your laptop is having problems, just glad that it's not just me, and it rules out my laptop being broken.
    melhiore likes this.
    09-08-2016 07:08 AM
  8. Alexander Cordova's Avatar
    I'm glad to hear this. Well not glad that your laptop is having problems, just glad that it's not just me, and it rules out my laptop being broken.
    Yes I have the same laptop too and have not been able to find a fix either if you guys have or do please let me know would really love to getting back to signing in with my face lol. Thank you
    DenverRalphy likes this.
    09-16-2016 01:37 AM
  9. RonaldG87's Avatar
    Hello. I have the same Laptop and the same problem. I was thinking on going to best buy and change the computer. I am still in the first fifteen days since i bought the laptop. :(
    09-16-2016 12:20 PM
  10. DenverRalphy's Avatar
    Nothing really new... just an update I finally received from Asus Support... which basically interprets as "Yeah... sorry... too bad, so sad..."


    asusresponse.png
    09-19-2016 04:39 PM
  11. hrogersinUS's Avatar
    Not sure if this will help, as the setup is a little different. I'm using a Stargazer camera on a desktop computer. I was getting the same "Couldn't turn on camera", and after googling around, saw others suggestions of having to go into Device Manager, and set the USB Controllers Power Management to not allowing the computer to cut off power (paraphrasing somewhat, but, Device Manager, USB Controllers, select each, go to Properties, Power Management tab, deselect allow computer to cut off power). It wasn't obvious which USB controller the camera used, so I deselected all, but, with more testing you could narrow it down.
    09-30-2016 11:45 AM
  12. kbmapper's Avatar
    Hi Folks,
    I don't know if this issue is still ongoing for the masses, but if you use the Windows 10 Insider Preview Edition available through Settings/Update & Security/Windows Insider Program, both Windows Hello and ASUS FlipLock work again. I joined three days ago and got the update within minutes. Be prepared for a long install if you decide to join the program... insider_edition.jpg
    KB
    09-30-2016 09:17 PM
  13. DenverRalphy's Avatar
    Hi Folks,
    I don't know if this issue is still ongoing for the masses, but if you use the Windows 10 Insider Preview Edition available through Settings/Update & Security/Windows Insider Program, both Windows Hello and ASUS FlipLock work again. I joined three days ago and got the update within minutes. Be prepared for a long install if you decide to join the program... Click image for larger version. 

Name:	insider_edition.JPG 
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    KB
    I've been using an insider preview build, and I'm still sitting on Build 14931 (no joy on it being fixed), and I'm on the fast track option. And no updates to the 14936 build that you show. And it's been a couple/few weeks since your post.
    10-17-2016 03:59 PM
  14. DenverRalphy's Avatar
    The insider preview just finally updated today to the 14946 build... and still no joy.
    10-18-2016 03:55 PM
  15. Carlos Garcia5's Avatar
    The insider preview just finally updated today to the 14946 build... and still no joy.
    The same problem with a new dell laptop after Microsoft update
    DenverRalphy likes this.
    11-27-2016 01:01 PM
  16. DenverRalphy's Avatar
    Just a follow up... my issue has been fixed.

    Apparently a subsequent OS update did address the issue. But failed to repair properly during the update. However, as luck would have it (depending on perspective), I had to completely wipe and return my laptop to a virgin state due to an antivirus software update completely borking up my system to the point it wouldn't even boot into safe mode (Avira was the culprit, so I switched to a different AV solution because it wasn't the first time Avira has been known to cause problems). As a result, with a fresh new install, the camera is now working again with Windows Hello.

    I'm always the first to criticize the "Wipe and reinstall the OS" method of fixing issues. But in this case, it happened to be the correct (albeit forced) action for me. Which is sad, because for me a complete refresh is usually a maddeningly frustrating solution because I have a LOT of software to reinstall. If I wasn't forced to do it, I'd still have the issue. Not saying that it's the correct action for others, so I'm still hesitant to pass it on as a fix, however I've yet to find any reliable working manual fixes anywhere else on the interwebz.
    11-27-2016 01:18 PM
  17. cga's Avatar
    The same problem here with Inspiron 17 7779 2-in-1

    After the update I get the "Couldn't turn on the camera"

    How can I fix this?
    11-28-2016 01:16 PM
  18. Sameer Sinha's Avatar
    I am having the same issue with Dell inspiron 13, 2 in 1
    12-01-2016 01:55 PM
  19. Sameer Sinha's Avatar
    @cga : I got the problem fixed by searching for Dell IR Camera drivers. Here is the link. Let us know if it fixed your problem or not ?

    Realtek IR Camera Driver Driver Details | Dell US
    12-01-2016 02:22 PM
  20. Emma North's Avatar
    Update: I fixed this on my HP Envy x360 by taking the following steps:

    • Computer Management
    • Device Manager
    • Imaging Devices
    • Right-click on HP IR Camera (or whatever yours is called)
    • Scan for hardware changes (obviously you can automatically update the driver here if you haven't tried that already)
    • Then I heard a USB disconnecting sound and Imaging Devices disappeared completely so there was obviously an issue with the camera connection
    • Reinstalled the driver by searching my model number on HP's drivers site


    It's now all sorted for me, hope that helps someone!
    01-17-2017 01:30 PM
  21. Emma North's Avatar
    Update: I fixed this on my HP Envy x360 by taking the following steps:

    • Computer Management
    • Device Manager
    • Imaging Devices
    • Right-click on HP IR Camera (or whatever yours is called)
    • Scan for hardware changes (obviously you can automatically update the driver here if you haven't tried that already)
    • Then I heard a USB disconnecting sound and Imaging Devices disappeared completely so there was obviously an issue with the camera connection
    • Reinstalled the driver by searching my model number on HP's drivers site

    It's now all sorted for me, hope that helps someone!
    Update AGAIN!

    After a reboot it's back to not working so I'm back to square one. Would love to hear if anyone has found a fix for this yet.
    01-17-2017 02:54 PM
  22. Sharbat jan's Avatar
    @ Emma North
    I just bought the HP envy xp 360 as well and had the same problem. Your post helped me in fixing the problem. I did the following steps:
    • Settings
    • Devices
    • Connected devices
    • In ''other devices'' click on HP IR Camera, then click ''delete device''
    • Go to HP website, select support, software and drivers, give model number, select ''driver keyboard mouse and input devices'', Driver for HP IR Camera (Windows 10 v1607), download and install this driver
    • After the driver is installed and the laptop is rebooted i went on to settings to install windows hello and the camera worked without problem.

    My geek side is much happier now that i can login with my face, hope this helps you guys and thanks @Emma North for putting me on the right track.
    Emma North likes this.
    01-18-2017 12:42 PM
  23. Emma North's Avatar
    Glad it worked for you! I got it working for me again also in this way I just hope it stays fixed!
    Sharbat jan likes this.
    01-18-2017 01:39 PM
  24. henriqueik's Avatar
    I have a Dell laptop and fixed the problem adjusting Kaspersky Camera Protection Settings =D
    02-01-2017 02:45 PM
  25. julieta2409's Avatar
    Realtek IR Camera Driver Driver Details | Dell US worked for Dell inspiron 15 500 i7. Thank you very much!
    02-15-2017 01:48 PM
30 12

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