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HP Notebook PCs - Fixing Webcam Problems (Windows Vista)

This document pertains to HP Pavilion and Compaq Presario Notebook computers with an original HP image of the Windows Vista operating system

Some HP notebooks come with preinstalled webcams that can be used to capture video motion or still images. A webcam is a video input device, similar to a scanner or camera, and will not work unless you have software that works with your webcam hardware. For HP notebooks with Vista, the available video recording software programs are QuickPlay or YouCam (depending on the model). Use this document to troubleshoot your notebook computer's preinstalled webcam.

Use one of the following sections that best describes your situation.

Cannot find the webcam or webcam software

Use the steps below to find the webcam and webcam software preinstalled on your computer.

Step 1: Look for webcam hardware

Visually inspect the top of your computer's display. Look closely, you should see a small lens in the top center if your computer has a webcam. Some models do not come with a webcam and the area where the webcam would normally reside is replaced by a small plastic plug. Often, there are small holes near the top center of your display. These holes are for the microphone or other sensors and do not contain a webcam.

If your computer does not have a built-in webcam, you must use an external USB webcam.
If your computer has a built-in webcam and you cannot use it, continue to the next step.

Figure : Webcam location replaced by a plug - no internal webcam hardware installed

Webcam location without webcam installed

Step 2: Find and use the Webcam software that came with your computer

If your computer came with a built-in webcam, HP has preinstalled software that you can use to record and share webcam video: either QuickPlay or YouCam. Find these software products on your computer as follows:

Click Start, and type quickplay in the Search field. If QuickPlay appears in the search results, click the program name to open the software, and then go to the next step.

If QuickPlay does not appear in the search results, click Start, and type youcam in the Search field. If YouCam appears in the search results, click the program name to open the software, and then go to the next step.

If you cannot find and open either QuickPlay or YouCam, then continue to Step 3: Reinstall the original webcam program.
What happens when you open the software?
- If you found webcam software, it opens, and you can see an image, then you are finished. Your webcam is working.
- If you found webcam software, it opens, but you cannot see video in the main display window, restart the computer and try again. If the problem persists, go to the Webcam does not work with preinstalled programs section to continue troubleshooting.

Step 3: Reinstall the original webcam program

Reinstalling the original webcam program may return the computer to a known good condition; however, you will then want to apply the available program updates, which could prevent other webcam issues. Select a method below to reinstall the original webcam program.

Download and reinstall webcam program from HP web site

Go to the HP Customer Support web site.
Enter your model number or product number in the search field and click Next.

If prompted, select your specific notebook model from the list.
Select Software and Driver downloads.
Select your operating system under Select operating system, and then click Next.
Find and select the Software - Multimedia section and click the link to expand the section.
- Depending on the model, the original QuickPlay or YouCam program may not be listed on the web site. It may only be available by using Recovery Manager. See the Reinstall webcam program from Recovery Manager section below for more information.
- If the item is identified as an Update you are require to install the original version of the program first.
  
  Figure : Example of software download and update
Click Download, and then Save the file to a convenient location on your hard drive, such as the desktop on the computer.
Double-click the downloaded file and follow the instructions to install the software.

Reinstall webcam program from Recovery Manager

Click Start, type Recovery in the Search field, and then select Recovery Manager from the list.
On the Welcome to the Recovery Manager window, click the Advanced options button.

Figure : Recovery Manager - Welcome
On the Advanced options window, select Software program re-installation, and then click Next.

Figure : Recovery Manager - Advanced options
Another Welcome window opens. Click Next.
On the Select a program to reinstall window, select either HP QuickPlay or Cyberlink Youcam (depending on your model), and then click Next.

Figure : Recovery Manager - Select a program
Follow the on-screen instructions to complete the installation.

Webcam does not work with preinstalled programs

If the webcam and capture programs on your HP notebook do not work with preinstalled programs, follow the steps below to correct the problem.

Update to Windows Vista Service Pack 2 or later.

Many webcam issues can be resolved by updating your Windows Vista operating system to Service Pack 2 or later. Follow the steps below to use Windows Update to update your operating system.
1. Connect your computer to the Internet.
2. Click Start, type windows update in the Search field, and then select Windows Update from the list.
3. On the Windows Update screen, click Check for updates.
4. When prompted, follow the on-screen directions to download and install updates.
  
  note:
  Depending on how often you use Windows Update, you may need to restart you computer and check for updates several times to make sure the latest service pack and updates are installed.
5. Restart the computer and test the webcam.
  
  If the webcam works with your preinstalled webcam software, you are done. Otherwise, continue to the next step.
Search automatically to update the webcam driver.
1. Click Start, type Device Manager in the Search field, and then select Device Manager from the list.
2. On the Device Manager window, double-click Imaging Devices to expand the list of webcam drivers.
  
  Figure : Device Manager
  - If there is no Imaging devices entry listed in Device Manager, go to the There is no webcam listed in Device Manager section of this document to continue troubleshooting.
  - If more than one webcam driver is listed, right-click the driver and select uninstall for any driver that is not the HP Webcam-101 or Microsoft USB Video Device driver.
3. Right-click the HP Webcam-101 or Microsoft USB Video Device driver, and select Update Driver Software.
4. Click Search automatically for updated driver software.
  
  Follow the on-screen instructions. Windows will install a file identified in the registry as "last used file" which may not be the desired webcam driver.
5. Restart the computer and test the webcam.
  
  If the webcam works with your preinstalled webcam software, you are done. Otherwise, continue to the next step.
Manually update the webcam driver.
1. Click Start, type Device Manager in the Search field, and then select Device Manager from the list.
2. On the Device Manager window, double-click Imaging Devices to expand the list of webcam drivers, right-click the webcam driver, and then select Properties.
  
  Figure : Device Manager
  
  Make a note of the existing name of the webcam driver (Example: HP Webcam), as it may change after the update.
3. On the Webcam Properties window, select the Update Driver... button.
  
  Figure : Webcam Properties
4. When prompted, select Browse my computer for driver software.
  
  Figure : Update driver - search method
5. When prompted, select the Let me pick from a list of device drivers on my computer option.
  
  Figure : Update Driver - search location
6. De-select the Show compatible hardware check box, select Microsoft in the Manufacturer pane, select USB Video Device in the Model pane, and then click Next to install the desired webcam driver.
  
  Figure : Update Driver - select driver
7. Allow the installation of the USB Video Device, and then click Close.
8. View the Imaging devices option in the Device Manager to verify the presence of a webcam driver.
  
  Make a note that the name of the updated webcam driver (Example: USB Video Device), may be different that the original file.
9. Restart the computer and test the webcam.
  
  If the webcam works with your preinstalled webcam software, you are done. Otherwise, continue to the next step.
Download latest driver from HP.
1. Go to the HP Customer Support web site.
2. Enter your model number or product number in the Search field, and then click Next.
  
  If prompted, select your specific notebook model from the list.
3. Select Software and Driver downloads.
4. Select your operating system under Select operating system, and then click Next.
5. Find and select the Driver - Keyboard, Mouse and Input Devices section.
6. Find and select the webcam driver.
7. Click Download, and then Save the file to convenient location on your hard drive, such as the desktop on the computer.
8. Double-click the downloaded file and follow the instructions to install the driver update.
9. Restart the computer and test the webcam.
  
  If the webcam works with your preinstalled webcam software, you are done. Otherwise, continue to the next step.
Update the BIOS.

As hardware and software issues are discovered and corrected, updates to the BIOS are made available to consumers. The same BIOS will support different operating systems. Ideally, update the BIOS before you change the OS, and always use the latest version.

The latest BIOS can be found on the Software & Driver Downloads web page for your model.

There is no webcam listed in Device Manager

The drivers for the Imaging devices, which include the webcam, should be displayed in the Device Manager.

If no webcam driver is listed, follow the steps below.

Shut down your computer, and disconnect the power cord.
Remove the battery from the battery compartment.

note:
If your computer has a sealed battery that cannot be removed, then perform a reset as shown in the HP support document Use Hard Reset to Resolve Hardware and Software Issues.
Press and hold the power button for 10 seconds, and then reinsert the battery and reconnect the power cord.
Turn on the computer and wait for Windows to open.
Click Start, type Device Manager in the Search field, and then select Device Manager from the list.
If there is no Imaging devices entry in the listing, highlight any topic (for example: Keyboards), and then on the Action menu, click Scan for hardware changes.

Figure : Device Manager - scan for hardware

If the Device Manager recognizes the existence of the webcam, restart the computer and test the webcam. If the webcam works, you are done.

If the webcam does not work, go to the Webcam does not work with preinstalled programs section to continue troubleshooting.

If the Device Manager does not recognize the existence of the webcam after the scan, there may be a hardware issue. Contact HP Technical support.

IM or Skype does not have an image

If a webcam displays an image in a preinstalled program but does not display an image in Instant Messenger, Skype, or other third-party program, that program may not be configured to recognize the integrated webcam. Most programs have a setup or configuration option that allows you to select from list of installed webcam drivers.

See the program's User Guide to review instructions on how to configure the program, and verify the program is compatible with Vista.
If an error message indicating that No webcam device is found displays when starting the program, see the There is no webcam listed in Device Manager section of this document for additional information.
See Testing a Webcam using Your Favorite Instant Messenger.
See the Keeping webcam and software up-to-date section of this document to scan for program, driver, or BIOS updates.

Webcam stopped working after a Windows update

A webcam that was working in one of the preinstalled programs suddenly stops working after doing a scheduled Windows Vista Update, or after doing a recommended update to QuickPlay or YouCam.

This problem may occur after installing or updating a third-party video recording or IM program because of an incompatible driver. It is caused by the installation of an incompatible webcam or video driver. To resolve this issue, simply reinstall the original HP Webcam-101 or Microsoft USB Video Device driver.

Click Start, type Device Manager in the Search field, and select Device Manager from the list.
Double-click Imaging Devices to expand the list of webcam drivers.
If the HP Webcam-101 or Microsoft USB Video Device is listed, right-click the driver and select Update Driver Software, and then follow the on-screen instructions.

You can let the computer search automatically for updated driver software, or you can manually update the webcam driver. See the Webcam does not work with preinstalled programs section of this document for details.

If you have not updated the operating system to Windows Vista Service Pack 2 you should do so now.

Installed other webcam programs but webcam still does not work

The webcam only needs one driver. The installation of multiple webcam drivers and programs can cause conflicts.

To resolve this issue, uninstall all the incompatible webcam drivers listed in the Device Manager, and then install the original HP Webcam-101 or Microsoft USB Video Device driver. This driver is part of Windows Vista Service Pack 2.

Click Start, type Device Manager in the Search field, and select Device Manager from the list provided.
Double-click Imaging Devices to expand the list of webcam drivers.
If more than one webcam driver is listed, right-click any webcam driver and select uninstall. If prompted, allow the action to continue.

Repeat this action to uninstall all the listed webcam drivers until the Imaging Devices entry disappears.
When the Imaging Devices entry disappears, select Action, then Scan for hardware changes.

Figure : Device Manager - scan for hardware
- If the Device Manager does not recognize the existence of the webcam and fails to display a driver after the scan, there may be a hardware issue. Contact HP Technical Support.
- If the webcam is recognized after the scan, follow the instructions to update the webcam driver as described in the Webcam does not work with preinstalled programs section of this document.

Image is not clear and bright

There are some cases of dark images or unusual color tints with the webcam on certain models. Please see the documents listed below for help resolving some of these webcam performance related issues. As a quick lighting tip, be sure the area around the subject being viewed is well lit, and there are no bright lights behind the subject shining on the webcam lens.

Error message displays when starting a webcam program

Error messages may be displayed when a program is trying to access the webcam. Either it cannot find a webcam driver or another application is already using the webcam.

The webcam can only be used by one application at a time. For instance, you cannot use the webcam in an Instant Messaging session while you are using QuickPlay or YouCam. Also, configuring one program may cause a driver conflict with another video program until you exit both programs. You may need to restart the computer to clear all conflicts.

Please see the documents listed below for help resolving specific error messages associated with the webcam.

An error message like, Cannot locate a webcam or imaging device indicates a possible hardware problem. See the There is no webcam listed in the Device Manager section of this document for additional information.
Webcam May Display Error Message or May Not Launch.
Error Message May Appear or Webcam Does Not Work With a Program.
"R5U870FLx86" Error Message Appears During Startup or Boot On Computer With Built-In Webcam.

Keeping webcam and software up-to-date

HP periodically issues updated drivers and automated support tools to resolve known problems with the webcam and other devices.

Use HP Support Assistant to automatically search for and install updated applications, drivers, or BIOS for your model. To run HP Support Assistant:

Click Start, type support assistant in the Search field, and then select HP Support Assistant from the list.

note:
If HP Support Assistant does not appear in the list of programs installed on your computer, go to the HP Support Assistant home page (in English) to download and install the program.
On the HP Support Assistant Home screen, click the Maintain panel.
On the Maintain screen, click the Refresh button to search for updates.

Figure : HP Support Assistant - Maintain
Select and Apply the recommended important actions.