Веб-камера Logitech Brio не работает после обновления Creators [FIX]

Обновление Создателей ломает многие вещи, и одной из них является веб-камера Logitech Brio. Пользователи сообщают, что после установки все идет хорошо, пока не настало время использовать Windows Hello в сочетании с веб-камерой Logitech Brio. Logitech уже подтвердил, что отсутствие видео и/или необнаруженная веб-камера являются возможными из-за этой проблемы, и объяснил, что ошибка возникает из-за того, что Обновление Creators загружает драйверы веб-камеры, когда устройство отображается как Неизвестно на экране диспетчера устройств. К счастью, есть решение этой проблемы – следуйте инструкциям по устранению неполадок, перечисленным ниже.

Как исправить проблемы с Logitech Brio Webcam

Вам нужно запустить Диспетчер устройств , перейти в раздел BRIO/Unknown с желтым восклицательным значком и перейти в Обновить программное обеспечение . Затем вам нужно выбрать опцию: Разрешить выбирать из списка , перейти на Показать совместимое оборудование> USB-видеоустройство и затем нажать Next , чтобы завершить установку.

Это означает, что веб-камера будет использовать общие драйверы Windows 10 вместо специального программного обеспечения, разработанного Logitech. Это не совсем удобное решение, но, похоже, это единственный способ продолжить использование веб-камеры до выпуска новых драйверов.

С другой стороны, похоже, что обновление Creators можно плавно установить на большинстве устройств, и такие ошибки возникают только потому, что некоторые поставщики еще не обновили свои драйверы для выпуска новейшей ОС Microsoft.

Были ли у вас другие проблемы с веб-камерой Logitech Brio в Windows 10 Creators Update? Используйте раздел комментариев ниже, чтобы рассказать нам больше о своем опыте.

Флагманская камера Logitech Brio перестала работать на Creators Update

Windows – это большая вселенная, в которой уследить за каждым устройством, аксессуаром или драйвером фактически невозможно. И хотя у Microsoft есть 10 миллионов тестеров, помогающих в разработке Windows 10, какой-то косяк все равно возьмет, да и вылезет. Вот, к примеру, компьютеры на процессорах Intel Clover Trail Creators Update вообще оказались несовместимыми, и пока разработчики готовят исправление драйверов, Microsoft рекомендует пользователям не устанавливать обновление. От новой версии Windows 10 досталось также владельцам новой флагманской веб-камеры Logitech Brio. Апдейт тупо вывел ее из строя. Подобные проблемы наблюдались прошлым летом, когда Anniversary Update привело к сбоям в работе тысяч веб-камер.

Logitech уже знает о случившимся и на своем форуме опубликовала временное решение этой проблемы. Пользователю надо зайти в Диспетчер устройств, найти свою Brio и переключить драйвера на USB Video Device. После этого камера снова будет работать.

Флагманская Logitech Brio была представлена несколько недель назад. Она предлагает ультимативные возможности в плане видеосвязи. Камера умеет записывать 4К-видео в 30 fps и 1080p в 60 fps, а также поддерживает HDR. Кроме того, она оснащена инфракрасным сенсором, что делает ее совместимой с Windows Hello. Покупка Logitech Brio является отличным способом не только заполучить флагманскую веб-камеру с топовым по качеству изображением, но и оснастить свой ПК биометрической защитой. Стоит такая радость 200 долларов.

Brio and Windows Hello Not working

I can’t seem to get Brio to work with Windows Hello.

I go to Settings -> Account -> SignIn Option. Every time I click on Set Up, Windows tells me that it can’t turn on the camera, but I can see the Brio’s infered light on (shimering almost).

I installed the drivers provided by logitech.com/support/brio for Windows Hello as well.

Комментарии

Fixed! Something that Logitech failed to tell you.

Must enable Camera for Apps in Windows 10.

Settings > Privacy > Camera > Let Apps Use Camera > App Connector [On]

You can turn off camera for other apps you don’t need or want to use with camera, but the App Connector must be on in order for Windows Hello to work.

I have a similar problem, here is my situation:

I have a Surface Book 2 (SB2), I am running Windows 10 1709 (Build 16299.192). I use the SB2 in two modes, Standalone and Clamshell mode.

In standalone mode it is just the SB2 with no other devices connected to it, I’ve been using Windows Hello with the integrated camera without any problem in standalone mode.

In clamshell mode I have the SB2 connected via the Surface Dock to an external monitor, keyboard (Logitech K780 via Bluetooth), mouse (Logitech MX Master via Bluetooth) and now the Webcam, Logitech 4K Pro (BRIO).

In clamshell mode I configured the BRIO camera, with the latest drivers and I just installed the latest Firmware as well (downloaded from the Logitech website from Dec-2017). I was able to configure Windows Hello with the BRIO webcam, no errors, I also tested the BRIO webcam with the Windows Camera application, with the Webex application, with the Skype application and with the Skype for Business Application, it works fine on all of them. That means the BRIO webcam is being recognized by the system and all the applications, including Windows Hello.

If I shutdown or restart the SB2 in clamshell mode, once I get to the login screen the Windows Hello option will NOT activate, even If I try to force it in the Sign-In Options nothing happens, the camera infrared (red dot) doesn’t even turn on, it doesn’t even try to scan my face. If I disconnect the BRIO webcam and try to login with the integrated camera in the SB2, Windows Hello will work right away.

I have read all the forums and KB across the internet, I’ve tried the USB drivers update, the Group Policy change, Windows Update, reboot, etc. but nothing happens, it hasn’t even worked once.

If I go to Settings —> Accounts —> Sign-In Options —> Improve Recognition the BRIO webcam will turn ON, I will see the red infrared light, it will scan my face and complete the recognition without any problem, that means the BRIO webcam is being recognized by Windows Hello.

Please any help, advise will be very much appreciated, I feel I have wasted $200, the main reason to my this camera was Windows Hello, before I had the Logitech C920 and I was very happy with it, and it cost me only $50, very disappointed. Thank you very much.

Logitech BRIO Doesn’t Work With Windows Hello

I’ve tried every solution I can find online, and for some reason, BRIO doesn’t turn on for Windows Hello, even though I’m able to set it up for use with Windows Hello. it just doesn’t start up when I boot up my computer. Works fine with other apps.

I’m on a Surface Book Pro 2 running Windows 10.0.19042 while the BRIO is running 2.6 (and says it’s up to date)

Comments

Please take a moment to follow the troubleshooting steps outlined below to try to solve the issue.

If you find that you are still experiencing problems after following this troubleshooting, please do not hesitate to reach back out to us and we will be happy to continue helping you.

Thank you for the quick response, Sneha. When I go to Settings > Accounts > Sign In Options I see the following options:

• Windows Hello Face
• Windows Hello Fingerprint
• Windows Hello PIN
• Security Key
• Password
• Picture Password

I don’t see «BRIO for Windows Hello,» unfortunately. If I go over to Windows Update, I see «You’re up to date» and checking for new updates doesn’t yield anything new.

PatrickCelentano4067 — The only way I got it to work was to add a work account (with an active Microsoft 365 subscription) to my user on my computer. Once I did that the option became available without me having to do anything else.

Also, on mine it doesn’t say «BRIO for Windows Hello»; it just says Windows Hello Face and the option to set it up was available.

To be clear, I still log in to this machine with my own Microsoft Account. I went to Start >> Settings >> Accounts >> Email & Accounts. Once there I clicked the link to Add a work or school account.

Sneha D — If this is really is a requirement for the feature to work then it should be made clear on both the packaging an in the marketing/sales materials.

Windows Hello not working with Brio 4k or Stream Edition? Do this.

I had a problem when setting up my Brio 4k Stream Edition where Windows Hello could not be setup, error starting camera could not be started. Support sent me this, which fixed it: — obviously, check downloads for the latest versions of these files mentioned below:

Could you please confirm that this issue is regarding a Brio 4K Pro webcam (and not the Stream Edition)?

If it is, then please follow the steps below again and make sure to only download and use the provided upgrade link below:

1. Make sure no other applications are using your camera. Please shutdown any running Logitech applications.

2. Remove Windows Hello, if you’ve already set it up.

3. Run Windows updates which might install a Logitech USB update.

4. Make sure Brio Pro is on the latest firmware. (Please only download and run this file)
ftp://ftp.logitech.com/pub/techsupport/cameras/Webcams/BRIOFWUpdate_2.2.50.exe

5. Reboot your computer

6. Try re-enabling Windows Hello and see if it recognizes your Brio Stream to complete the setup.

For the Stream Edition:

Please repeat the steps above and for the Brio Stream Edition webcam please use the following link instead (Step 4):

The Brio Stream Edition also is a 4K webcam. There are only very slight differences between the 2 Brio webcams, but they use completely different firmware.

Added: Thank you all for you kind comments, I’m glad it has help a lot of you.

Also, if you’ve lost the Windows Hello Face Software Device (under Biometric devices), you can reinstall it here:

Right click «HelloFace.inf» select install

Comments

Thank you for sharing the steps that helped fix your webcam. Please do not hesitate to inform us if you need further assistance.

Hi, I’m having the same issue. Before signing up to this board I’ve tried EVERY method posted from Logitech, Microsoft, Reddit and everything in between. I’ve done clean installs, tried up-to-date drivers, and older drivers All to no avail. Windows Hello didn’t work and the driver has done nothing for me. I don’t know if people gave up but I know that it’s an issue especially considering it’s one of the main reasons that I purchased the camera.

I too am having the same issue with Hello. All drivers, etc. are up-to-date.

I have done the above and still have the same issue — please help!

I figured this out. If your Logitech BRIO is showing up under another category other than «Cameras» that’s the issue. (The Microphone one is ok). Find the device under the other heading, right-click, and uninstall it. Right-click on the top icon for your computer and select «Scan for Hardware Changes». Windows placed it in the proper spot at that point.

Hello i have the same issue.

Brio camera is showing up in two categories, the microphone is in song category and camera is also in video acquisition with my scanner.

I try to uninstall as you said but nothing change. windows didn’t place brio as «camera»

So if anybody have a solution i will be grateful for your help.

Follow these instructions, but in Step 5 pick «USB Composite Device» instead.

Do not download any drivers from this site. they are likely not legitimate:

Have done everything on this thread and still no luck. Logitech Camera works great with «Camera» and the «Windows Hello» is able to see me during «Learning/Training». When I lock the computer (or restart) and choose «Face» as the unlock method there is never a little «Eye» looking for me. On Windows10 Pro 1909 18363.815

It is important to mention that I’m using a Surface Book 2, lid shut, attached to a Microsoft Dock which I have a Samsung 4k HD TV connected for a display. The Brio is connected directly to the Surface and works perfectly for Zoom, Teams and Camera. Windows Hello shows me in the frame during training.

Thank you andrew idell.

Now the brio is showing up as camera but unfortunatly, the brio firmware update don’t find the camera.

I already have the message «device not found» .

I try to reinstall it but same problem.

in «logitech camera settings» i see that my firmware is 1.0.40

I try to configure windows hello but no more success. I am really disapointed .

Hey LOGITECH this is just unacceptable for an expensive camera . What’s going wrong? is it too much to ask to your team to fix this issue. Your marketing argument talk about a windows hello compatibility . but why it isn’t plug & play. your customers don’t have the time to track a solution even more they paid high prices for a device!

Thanks to all logitech community who try to find a solution.

Scott Regitz — I experience exactly the same scenario as you do, SB2 with Surface Dock and monitor connected. Brio directly connected to SB2 USB-A. After reverting the Brio drivers to USB level, the Brio show nicely in the Cameras section of the device manager. Had to disable the built-in Intel AVStream Camera 2500 (front and back camera are still enabled in the system devices section) to make the Brio the camera used by Windows Hello. Windows 10 is on 1809 Enterprise, fully patched, and domain joined (on prem AD). Training for Hello runs smoothly. This setup works ok for every camera use scenario except for unlocking the device. Selecting this option for login is simply dead.

Has anyone gotten the unlocking of the device to work, using standard Windows Hello, i.e. convenience PIN setup, with face recognition?

Hello for Business configuration is a different, more complex setup, which is out of scope for this scenario.

Thanks for any confirmation.

May I kindly ask for a comment from any Logi Moderator on that matter and/or a concise statement, if the login function is supported by the Brio 4k Stream device?

I have also reached out to Microsoft and attempted to «disable» the front facing camera in the UEFI (although this is not a good solution as it prevents me from using that camera when not «docked». This solution from Microsoft did not work either.

You can reference that thread here:

I replied that this did not resolve my problem back on May 5th and never received another response from MS.

Markus Ruppel I have this working on a Dell XPS13 with Windows Hello for Business, as well as my gaming PC that is using Windows Hello. The «camera» step is the same across both technologies, so if you follow the post I made above it should work.

Brice Ben ahmed Totally agree. This is completely unacceptable. This isn’t a Microsoft issue Scott Regitz as this is the result of crappy drivers from Logitech (search forums and this has been a problem with this device for nearly 3 years, across multiple versions of Win10). However, Logitech needs to fix their crap or Microsoft should remove the drivers from Windows Update and from the Win10 install media. By supplying the drivers in this way they have given their seal of approval, and clearly these drivers don’t meet the quality bar.

Scott Regitz The issue specifically on the SB2 might be something they could help with. FYI my Dell XPS has a builtin camera and it did not need to be disabled to use the BRIO for WHfB logins

Andrew Idell Thanks for your post and details. It triggered the idea to test another device (which should be a common approach :-)). Connecting the BRIO 4k stream edition camera to an older but still well working Surface Pro 4 worked without a hitch! Just plugging it in and disabling the Intel AVStream Camera 2500 (same device as in the SB 2) did the trick. I did’t even have to reset the already configured face recognition.
So it cannot be ruled out that this might be related to the SB2 hardware, since my SB2 and the SP4 are at the same OS level and receive the same configuration from the domain.

Scott Regitz Did you ever try to discuss this with MS from a HW perspective, i.e. what might be different on a SB2 compared to other surface devices? I have some contacts to the MS Surface team and shall drop them a note. May be the new SB3 does not have the same restriction. 🙂

Markus Ruppel Thanks for the suggestion. I have a SB1 and SP3 that I plan to test it on this weekend. I will post my results back here and share with the Surface team.

I have the stream version of the webcam and you helped me so much to get windows hello to work, I had the wrong firmware installed, I didn’t know there was a difference between both webcams’ firmware, turns out there is. Thank you!

Previous comments didn’t fix my issue but building on top of them, I was able to resolve the issue. I went under Imaging devices (Device Manager) and disabled Logitech BRIO. I cycle thru a reboot and voilà, a new category appeared Biometric devices. But in order to set up Windows Hello, you must not forget to re-enable Logitec BRIO. I can’t say if the issue is related to Microsoft or Logitech but I’m happy to have found a fix. Hope this will help others.

I’ve tried every one of the above solutions and none of them worked. In fact sometimes the Brio (after a reboot) would not be detected at all unless I physically unplugged and re-plugged the USB cable! Given the Windows Hello advertising, this is such a disappointment. I’ve got a Surface Pro 6 with a Surface Dock and two USB 3.0 hubs, and the problem occurs even if the cam is directly plugged into the SP6.

I got the Brio with Hello to work on SurfaceBook2 (only) with the following setup.

1. Latest Brio Firmware

2. Use the USB-port on the SFB2. Do not use a docking station!

3. The SFB2 has to be open, not in clam mode / lid down. When SFB2 is closed Windows 10 is assuming that Hello — Face recognition can not work and disables it.

Hey gang, I hope this may help. I got my Brio working again with Hello after switching out my old Surface Dock with a new Surface Dock 2 with my Surface Book 2. Good luck.

Info/Context:
Surface Book 2.
Surface Dock —> Replaced with Surface Dock 2.
Logitech Brio 4K.
Logitech keyboards/mouse (so I have G Hub too).

My Brio was working great with the original Surface Dock.

I replaced the original Surface Dock (cable wear/bend problems) with a new Surface Dock 2.

I made sure all firmware and drivers were up to date on all equipment.

I hit the issue where the Brio didn’t work with Hello anymore.

I went to Windows Hello set up to improve recognition and found that it was only using my built-in SB2 camera (my laptop lid was closed).

Steps:

My Logitech software (including Logitech Capture) showed the Brio fine.

Following the advice here, I removed Windows Hello and tried to set it back up with Brio (after once again checking all firmware/updates).

Still no good. SB2 was forcing me to use the built-in.

So I removed the SB2 from the Dock. Plugged in Brio directly to the SB2 USB slot. Still no good.

While still removed from the Dock (for the next several steps until the end, I was off the Dock), I saw in Device Manager that the Brio was an Imaging Device and not a Camera like the built-in camera.

I removed the Brio as an Imaging Device. Restarted. It was re-detected as an Imaging Device. Cripes.

So I removed the Brio again as an Imaging Device, and this time checked the «Delete the driver from the system» option (paraphrased). I removed the Brio from the USB. I disabled the built-in Intel Camera in Device Manager.

Restarted the system, opened Device Manager, plugged Brio in and watched it get recognized as a «Camera». HOORAY.

Restarted the system, and the system automagically set the Brio back to an Imaging Device. Booooo.

Restarted the system, and then tried Windows Hello set up again (to see if it really made a difference if it was an Imaging Device vs. Camera).

VOILA! It works! I set up Hello with the Brio. I restart. Verify it still works (remember, still not on the Dock and the laptop is open.)

Restart system, add Dock but leave Brio in the laptop’s USB. Still works.

Shutdown system, still have Dock on the SB2. Remove the Brio from SB2’s USB. Restart the system. Give it a moment for everything to load.

System still on. Plug in Brio into Dock. Check that system still sees device in Device Manager (no change) and using Logitech Capture. Laptop lid still open. All looks good.

Shutdown system. Leave Brio plugged into Dock. Leave system attached to Dock. Restart the system and close the laptop lid as I typically do.

And. it is all working now. almost! I still haven’t re-enabled the Intel(R) AVStream Camera 2500 in the Device Manager (Brio is still listed as an Imaging Device). To be honest, I’m done for now and need to get back to my day job. I’ll check on the built-in device later.