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

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  • Official comment
    Logi Moderator

    Hi GerryGibbins5916,

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

     

    Warm regards, 

    Logi_Elie

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  • L D

    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.

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  • Andrew Idell

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

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  • Carl Hlustik

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

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  • Andrew Idell

    Hi,

    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.

     

    Give it a try!

     

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  • Brice Ben ahmed

    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.

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  • Andrew Idell

    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:

     

    https://www.drivereasy.com/knowledge/logitech-brio-webcam-not-working-after-windows-10-creators-update-solved/

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  • Scott Regitz

    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.

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  • Brice Ben ahmed

    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.

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  • Markus Ruppel

    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.

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  • Markus Ruppel

    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? 

    Thank you!

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  • Scott Regitz

    Dear Logitech--

     

    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:

    https://answers.microsoft.com/en-us/windows/forum/windows_10-hello/surface-book-2-sb2-in-clamshell-mode-disables/9e21b2dc-a5e5-47dc-b9a9-2eceba83a28d?tm=1588434581390 

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

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  • Andrew Idell

    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.

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  • Andrew Idell

    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

     

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  • Markus Ruppel

    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.... :-)

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  • Scott Regitz

    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.

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  • Karl5733

    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!

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  • Michel J Lemay

    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.

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  • y2ky

    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.

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  • EE

    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.

     

     

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  • Zen.Rebel

    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).

    Uh, oh.

    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.

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  • y2ky

    If only someone from Logi knew which of those 2000 steps was the crucial one!

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  • Zen.Rebel

    My *guess* is the toggle to delete the driver when I uninstalled via Device Manager was the big change.  That probably forced a reinstall/re-register of the driver with new settings.

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  • Guido6306

    @GerryGibbins5916:
    Thank you very much for that great instructions which obviously still work - at least for me resp. my brand new Brio 4k!
    I appreciate that very much!

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  • Santhosh Manganam

    Thanks a lot. Updating Firmware is the solution! BRIO 4K Stream Edition is a great camera with Windows Hello.

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  • penguin1337

    First: Thanks to GerryGibbins5916 for the solution! After trying different Logitech solutions (Capture, G HUB and Camera Settings) and looking through tons of how to articles, this was the one which worked for me.

    Windows Hello is working now.

    Unfortunately Capture is still telling me "Update Failed"... 
    It seems that there is another update which I can't install.
    Is there a possibility to get a better explanation what exactly failed? I'd like to know if I can do something about it.. This generic Message tells me more or less nothing...
    Please provide more (technical) information.

    I just bought the Camera to have a good out-of-the-box solution and now I have to fight against these issues. This is really shortening the experience I was expecting from a high end camera. 

    @Logitech: Can you provide more information if you are working on it or what users can expect? This cant be the user experience you were planning to offer. 

    Till yet I was a really satisfied Logitech customer, but if there won't be a official solution (mentioned in FAQ?), I have to think about which brand to choose next time.

    Hope there will be an update soon.

     

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  • juha nevalainen

    Many thanks for great guidance @GerryGibbins5916 !  I wish your posting will rise up much higher in the Google rankings and also that Logitech would promote it more under their Support section.

    I experience an additional final stumbling block, because somewhere along the way I had lost the Windows Hello Face Software Device (under Biometric devices).  Oddly enough it did not want to reinstall itself at all!  Fortunately this guidance brought it back:
    >     Press Windows key + R
    >     Type: rstrui.exe
    >     Hit Enter

    >     This will start the system restore wizard. Choose a restore point more before the problem started.






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