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RNZALR

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#273327 16-Aug-2020 20:32
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Hi There,

 

On Friday, I purchased a Surface Book 3 which has replaced my Surface Book 2.  

 

I've significantly upgraded things in terms of processing power, RAM, hard drive etc which I wanted for reasons that are not relevant (at least I don't think they are) to this post.  The SB3 is running Windows 10 Home whereas the SB2 was on Windows 10 Pro.

 

Because I sit in front of three screens with the SB plugged into a dock, I don't use the built in camera and have the lid of the SB closed.  This has meant that I need to use a webcam for client meetings over Zoom and MS Teams.  Last week I found an Logitech webcam that I had had in the cupboard for a number of years and plugged it in to the SB2 (this is before the picked up the SB3).  It's a C525 and it plugged in to the dock and worked perfectly with the SB2.

 

Today I've largely finished installing all the software I want on the SB3 so I can use that and put away the SB2.  One issue has cropped up though.  The SB3 is telling me there is a Driver Error for the Logitech C525.  I've told Windows to update the Driver but it tells me the right driver is installed and no matter what I do, it won't seem to work.  I plugged the SB2 back into the dock and the camera again worked fine on it so it's not the camera itself.

 

I've been on the logitech website and found the setup software and installed it but it keeps telling me I need to plug in a camera for it to work ... even though the camera is plugged in.  I've tried different USB ports on the dock and on the SB3 itself.  One time it fired up for a bit and told me to restart to finish installing which I did.  But when it rebooted, the same errors occurred.

 

I'd really appreciate some advice re how to correct this please as I really don't want to go and buy another webcam as I don't feel I should have to.

 

Many thanks

 

Paul


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freitasm
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  #2542551 16-Aug-2020 21:11
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Are both SB2 and SB3 on the same Windows release (winver will tell you that)?

 

Have you managed to get the inf files for the camera and put then in a folder and manually install those?





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Andib
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  #2542612 17-Aug-2020 08:41
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Have you tried completely removing the driver and letting it re-install?

 

Launch device manager, Right click the Webcam and select "Uninstall Device" then make sure you click "Delete the driver software for this device".
Unplug and plug it back in and it should re-download the latest driver from Windows Update. You shouldn't need anything special for a logitech camera. 





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concordnz
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  #2542614 17-Aug-2020 08:46
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Its important to keep the Dock out of the equation
& keep it directly plugged into the Surface - while you are setting-up/troubleshooting.



michaelmurfy
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  #2542628 17-Aug-2020 09:06
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I actually had this exact problem just about a week ago - my Webcam wouldn't get detected after a Windows Update.

 

In my case, i had to manually select and install the driver (right-click in task manager, update driver then manually select) as Windows kept thinking the correct driver was installed.





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tehgerbil
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  #2542635 17-Aug-2020 09:19
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Try googling the Hardware ID from the device driver properties for the webcam. 
https://i.ibb.co/2FxZZ2t/image.png

 

This works really well when Windows throws a spaz and can't find the appropriate drivers. 


RNZALR

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#2542649 17-Aug-2020 09:36
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Thanks for the replies so far.  Here's a run down of answers to various questions asked to date:

 

Freitasm:  SB3 is on version 1909 and the SB2 is on version 1903.  I've not idea what inf files are or what you mean by that (IT isn't my background.  I can correct a lot of things myself but the really technical stuff is a foreign languare)

 

Andib:  Yep, did that.  Just tried it again and same issue 😞

 

Concordnz:  I eliminated the dock by plugging it directly into the SB yesterday.  No change in issue.

 

michaelmurfy:  Where do I find the right driver?  I downloaded something from Logitech website called Logitech Camera Settings.  Is the driver embedded in there somewhere?  How do I get it and tell the SB to use that?  Every time I click on Logitech Camera Settings itself it is telling me that no camera is installed.

 

tehgerbil:  The ID's are USB\VID_046D&PID_0826&REV_0010&MI_02 and USB\VID_046D&PID_0826&MI_02  What do I do with those?

 

Thanks again

 

Paul


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  #2542845 17-Aug-2020 13:19
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@RNZALR if you can download the drivers and unpack (if it's a zip file) into a temporary folder you can right-click the device in Device Manager, Update Driver, select "Browse my Computer for Drivers" and select "Let me pick from a list of available drivers on my computer". 

 

You will see a list. Ignore it and click "Have disk" then point to the folder where you extracted the drivers. 





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RNZALR

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  #2543108 17-Aug-2020 17:06
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That's what I was hoping would be the case but alas, I think the Drivers are within the LogicCameraSettings.exe file that you have to download from their website ... hence I fear I'm stuck 😭

 

 

 

freitasm:

 

@RNZALR if you can download the drivers and unpack (if it's a zip file) into a temporary folder you can right-click the device in Device Manager, Update Driver, select "Browse my Computer for Drivers" and select "Let me pick from a list of available drivers on my computer". 

 

You will see a list. Ignore it and click "Have disk" then point to the folder where you extracted the drivers. 

 


RNZALR

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  #2544905 20-Aug-2020 08:41
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I'm fast coming to the conclusion that I'm going to need to invest in a new webcam.  The thing is I'm now nervous that the next one will do it too!  Should I steer clear of Logitech or am I being a little too paranoid?  Any recommendations on a good webcam with high resolution images etc but not at a ridiculous price as it's just used for zoom meetings as and when they occur would be greatly received.

 

 

 

Thanks!


Oblivian
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  #2544910 20-Aug-2020 08:53
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Re the HW ID.

 

The first lines in the string usually help. Vendor, Device model

 

VID_046D&PID_0826

 

In this case it doesn't help much more as it is known as a Logitech C525 (or Logitech HD webcam for more generic coverage). It may help find a bundle for anther device that isn't that exact.

 

If you do the same however, be very cautious of the sites that popup. They all look to be 'driver helper' or similar packages. Often the usual adware/spyware.

 

But it does help narrow down details to find them on a more reliable source.  Like this.. There are hits within the MS catalog.

 

https://www.catalog.update.microsoft.com/ScopedViewInline.aspx?updateid=13bcc9f5-2fb1-4b33-bcd0-44a677122739


RNZALR

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  #2545068 20-Aug-2020 11:28
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I've got no idea what you're telling me to do or try I'm afraid.  😕

 

 

 

Oblivian:

 

Re the HW ID.

 

The first lines in the string usually help. Vendor, Device model

 

VID_046D&PID_0826

 

In this case it doesn't help much more as it is known as a Logitech C525 (or Logitech HD webcam for more generic coverage). It may help find a bundle for anther device that isn't that exact.

 

If you do the same however, be very cautious of the sites that popup. They all look to be 'driver helper' or similar packages. Often the usual adware/spyware.

 

But it does help narrow down details to find them on a more reliable source.  Like this.. There are hits within the MS catalog.

 

https://www.catalog.update.microsoft.com/ScopedViewInline.aspx?updateid=13bcc9f5-2fb1-4b33-bcd0-44a677122739

 


RNZALR

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  #2545090 20-Aug-2020 12:07
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Success!!  Things seem to be working.

 

I went through everything in Device Manager and noticed it was appearing under sound and video game controllers and human imaging devices but not cameras.  I deleted the driver software from everywhere then plugged it all back in and it seemed to be OK. It asked me to restart to finish setting up and I did ... then it crashed again!  So I repeated the process but didn't do a restart and the camera is working fine.  I've since done a restart and things have continued to work.  Not sure what has happened and certainly nervous that it'll crash again.  But for the time being, it's working and holding so I'm happy.

 

Thanks for all the help and ideas along the way!


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