Integrated webcam stopped working mid way through video call

[oobujoobu]

I got a custom build laptop from here about 6 months ago, and didn't really start using the webcam until the last few days. Anyway, on a Skype video call today about 20 minutes in the webcam stopped working (audio only working).

I tried to start another video call and it said that I didn't have a camera installed, so I looked in Device Manager and it showed an unknown USB device had stopped working, but it wouldn't let me update the driver.

I rebooted the laptop but no change, it still shows an "unknown" device not working which I can't update the driver for. Tried a system restore but still no difference.

I'm thinking that if I knew the make and model of the webcam I could perhaps uninstall it then find a suitable driver and reinstall it to see if that starts it working.

I've been trying to look through my records to see if I could see the model of laptop that I bought but can't find the details, apart from the fact that underneath the laptop it says Model:9225, and I can tell you it came from the £500+ range about 6 months ago and cost just over £600 (could it be "Genesis"? That name rings a bell)

Sorry that I'm a bit vague on some of the detail, I'm hoping that this company use a standard make/model of webcam in their laptops which will make it easier for me to find out what it is so that I can get it reinstalled.

Any advice appreciated....

 

[pengipete]

Did you get a support disk with the laptop - if so, it's likely that the driver is on it. Failing that, log into the main PC Specialist website (whatever details you used when you purchased the laptop) and you should be able to download the drivers from there.

If that doesn't help, chances are one of the mods - or another Genesis owner - can help you tomorrow but if you want to try and sort it before then, there are a few things to try.

Reboot the laptop - sounds odd but sometimes when a device stops working, that's all you need to do to get it working again.

Check in your start menu. In my experience, installing drivers for webcams also means that a load of other stuff is installed - apps to use the camera etc - so you may find a folder which will help you reinstall or at least find the drivers. If not, go into the Programs and Features option in the control panel - chances are that there's an entry from when the drivers were originally installed - you can use that info to find them (there may even be a "Repair" option - though it's not very likely with a device driver).

If that doesn't help, the drivers shouldn't have disappeared even if Windows has somehow lost track of them. You may be able to force Windows to reinstall them by going into Device Manager and uninstalling that unidentified device then highlight the icon at the top of the device list and select Scan for Hardware Changes from the Action Menu. If that doesn't work and you are running Vista or Windows 7, try running Windows update - it can find a lot of drivers for you.

If you can't find them any other way, go into Device Manager and open the properties for that unknown device. Go to the Details tab and pull down the Hardware IDs entry. You'll see something like USB\VID_0AC8&PID_C302&REV_0100&MI_00 (I just copied those my from Samsung laptop's webcam entry).

Google the first part of that entry (for my webcam, I'd search for USB\VID_0AC8&PID_C302) and you'll find loads of links to drivers. Ideally, you want to spot one that links to the manufacturer's site but as long as you avoid anything that is obviously dodgy - and any sites that want to charge you money - you should be okay. The downside of doing it that way is that you may end up with generic drivers - which may mean that some features or additional software is missing but once you get the device recognised and working, you may find that Windows Update suddenly decides to offer you updates for it. If none of that makes sense, just paste that device ID here and I'll see what I can find.

 

[oobujoobu]

Thanks for that, very detailed reply!

I'll try all that tonight when I get home. I have already done several reboots with no success.

 

[oobujoobu]

OK I've now tried the things you suggest, but no luck so far. I've tried the driver disc I was supplied with, it contains the RScap software that I can do video capture through, but no webcam drivers. when I run the RSCap software I get the message "Sorry, you have no video capture hardware. Video capture will not function properly". this software had worked fine until yesterday.

When I go to the properties in Device Manger as you suggested, it doesn't give me any details, instead it shows as an "unknown device" (and has a yellow traingle with an exclamation mark next to it in the Device Manager itself).

So, I'm beginning to think this may be a hardware fault rather than a software/driver problem.

Are there any other genesis users out there who might have any suggestions? I'm really hoping I don't have to send this laptop back for repair as that will obviously be a major inconvenience!

thanks in advance for any suggestions......

 

[pengipete]

Did you try uninstalling that Unknown Device in Device Manager?

 

[oobujoobu]

Yes I tried that, and then got it to scan new hardware, but it just finds an "unknown device" and shows it with the yellow triangle and exclamation mark.

 

[oobujoobu]

Erm......No idea what's happened here, but it's started working again!

My only guess is that I have had some issues with Windows 7 Service Pack 1 in the last few days. I had to try and do system restore a few days after installing it, and the back out of it failed. I've just tried again to install it and that has failed, but for some reason after the reboot following the failed SP install, my camera has started working again!

Very odd, and I wouldn't be surprised at all if it stops working again soon, but fingers crossed!

 

[pengipete]

Like I said, these things sometimes correct themselves. Do yourself a favour and jot down the details from Device Manager - just in case the problem re-occurs.

Regardling the failed System Restore - the most common reason for that is security software, especially Norton. There's a self-protection feature in those apps that prevents it's files from being changed - which a system restore would be doing. If you need to do a System Restore, go into your security app and disable that function.

In Norton 2010, you go to Settings>Computer Settings then scroll down the list and disable the "Auto Protect" setting - you'll be asked how long you want it disabled - make it permanant but remember to re-enable it manually after the System Restore has completed. If you have some other AV app and can't find the right setting, feel free to post back and I'll try and find the info for you.

 

[oobujoobu]

Cheers for all your help pengipete, much appreciated. "Do yourself a favour and jot down the details from Device Manager - just in case the problem re-occurs" - Good plan, I will do that.

Nice Tele by the way, is that what you play? I'm an Epiphone SG/Dot man meself.

 

[pengipete]

I've got a few guitars - about a dozen electrics, three or four acoustics, a couple of basses and a jazz guitar I bought for next to nowt on ebay and recently rebuilt - but Tele's are my passion. That butterscotch one in my siggy is a Fender Baja - fantastic guitar for the money and gets played every day without fail. That picture doesn't quite do her justice - she's a lot richer coloured, more like the one my pengi avatar is holding. (I really should redo that siggy).

Funny thing - Tele fans tend to be very devoted - they rarely play any other guitar but if when I used to post on TDPRI (an American forum dedictaed to Telecasters) there were a lot of people who also owned Epi Dot's, I think it's cos most of the American Tele players tend to play country and/or blues and those Dot's are also used a lot in those genres plus they sound so different that they sound incredible when played together - they compliment each other.

 

[oobujoobu]

In my band I play mainly my SG but keep the dot specifically for certain songs, and our other guitarist more often than not uses a Tele, unless he fancies giving an outing to his Gibson Les Paul (no Epiphone slumming it for him!).

A Tele would be very high up my list if I was looking for another guitar, so much more interesting than a strat.

 

[pengipete]

Neck's too thin on a Strat for my taste - plus I play on 11's or 12's and I reckon they'd snap a Strat