Acer Aspire 5 - A515-56 Webcam not working - black screen

The camera is not working on a new Acer Aspire A515-56, only a couple of weeks old. Not sure if it has ever fully worked, initially noticed a black screen after creating a meeting in Microsoft Teams, but seemed to work OK when joining another. Now after testing, it is just a black screen no matter what in the camera app, Zoom, Teams or an online test. It seems to recognise the camera, the green light comes on, but it is like there is something covering the lens (checked and there isn't!). Tried disabling and re enabling in device manager. Uninstalling and reinstalling. Checked permissions for the camera to be accessed by all applications. It doesn't work in safe mode either. Another similar question in 2020 (https://community.acer.com/en/discussion/595466/aspire-5-webcam-not-working) suggested a registry edit and putting a thumb over the webcam to kick it into life still no joy. A google search suggests this seems to be a recurring problem for this series but none of the past fixes seem to be doing the trick, any ideas?

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JackE

If Device Manager shows no red or yellow warnings, the shut the machine off. Remove the charger. Insert a paperclip into the battery disconnect pinhole on the bottom for about 30 seconds. Then plug the charger back in and try it again Jack E/NJ

IPAhazy

Thanks for the comment. I tried this twice, for 30 seconds and then around a minute but it is still the same. I uninstalled and reinstalled again as before too.

Commodore_1995#

if any antivirus is installed, uninstall it. if the WAVES program has any specific settings for the camera, disable it. open the CAMERA application and change it to 50Hz.

IPAhazy

Only antivirus is through Windows, I have tested with that switched off. Camera was already at 50Hz, no change when changing to 60Hz or any other quality option. I don't have the Waves program installed.

IPAhazy

I have noticed there is no option to roll back driver and the only thing I can do is uninstall then Windows installs the default camera driver. Is there an Acer specific one or old version available which may work?

JackE

Open Control Panel. Search 'restore point'. Click 'create a restore point' in left pane. If System Protection is turned on in the box that pops up, click the System Restore button. Click next. Do you see an automatic restore point with a date/time stamp that approximately coincides with when the webcam went black? Jack E/NJ

IPAhazy

System restore does not have any options, nothing comes up as the laptop is only a couple of weeks old and I don't know when it stopped working - the camera has never fully worked apart from maybe twice when in Microsoft Teams. Another thing I tried was uninstall any new programs with camera access such as Teams and Zoom. Still no joy without those (then reinstalling, doing the drivers thing, resetting the battery etc).

JackE

What happens when you tune into https://webcamtests.com/ ?

Jack E/NJ

IPAhazy

Webcamtests.com just shows "starting your webcam, please wait" with a fuzzy screen and nothing else. On the left is all spinning wheels apart from

Webcam Name: videoinput#1

Built-in Microphone:	None
Built-in Speaker:	None

On video calls I have tested the microphone is working, they just see a black screen like I do also.

JackE

>>>A515-56, only a couple of weeks old. >>>

You shouldn't waste any more time on this!!!. Arguably the best way to rule in or rule out a hardware issue is a full erase-everything ALT+F10 cold boot factory reset. If the camera still doesn't come to life, then quickly return the machine to the vendor as defective for a refund or exchange before the vendor's returns policy period expires---usually only a couple of weeks --- so do it right now and contact the vendor tomorrow morning if it still doesn't work. Otherwise, you'll be dealing with ACER warranty repair service which'll take longer and shipping charges will probably be involved. Jack E/NJ

Commodore_1995#

Acer has released a fix for a similar problem for other models. However, it is necessary that you check your camera's IDHARDWARE:

Camera Firmware (USB\VID_0408&PID_A031&REV_006)
Fix Tech-Front camera dim issue after a period of usage. Data: 2021/01/06 Version: 007 Vendor: Tech-Front Tamanho: 4.5 MB Download

IPAhazy

I really don't want to go to the nuclear option of return or formatting the laptop as it is all set up and we need it daily for work, I always seem so close to finding a fix! It really seems like a bug if Acer have a fix for other models - I tried running the fix in the comment above but it returned "Device error, please check camera VID/PID" - I think if I read it right in device manager this one is USB\VID_0408&PID_A061&MI_00\6&EE5346E&0&0000 if there is an alternative?

JackE

>>>System restore does not have any options, nothing comes up as the laptop is only a couple of weeks old and I don't know when it stopped working >>>

I think you better carefully re-check Control Panel's restore point app. You might have to click on a box that shows more updates if none are listed. Because if SystemProtection was turned on there should definitely be automatic Win10 update restore points created when you first set the machine up with the factory-installed Win10 which would not have these update installed. Jack E/NJ

IPAhazy

System restore was just off, no restore points made, unless there is a specific option I am missing somewhere. I am still dubious a restore or reset would work if this is a firmware or driver issue, it has never fully worked from the first time I tested and no hardware errors are being returned. This seems to be a common problem with this range of laptops. If it comes down to it I'll just get an external webcam and write off Acer as a reliable company but I'd rather get it working with something more simple.

JackE

>>>I'd rather get it working with something more simple.>>>

Of course. I would too. But first turn System Protection on before proceeding any further. Then if you haven't already done so, download and run a few of these freeware driver tools to see if they'll pick up anything new online that might fix the issue more simply. Try DriverBooster first as I've had more success with it than the others. Jack E/NJ

Driver Booster https://www.iobit.com/en/driver-booster.php
Driver Talent https://www.drivethelife.com/
Driver Fix http://driverfix.com/
https://www.lifewire.com/free-driver-updater-tools-2619206

IPAhazy

Well I did the nuclear option. Reset the PC keeping all files, no joy - blank webcam. Reset the laptop removing all files, profiles and everything - still a blank webcam. This is a known problem that keeps recurring, they really need to come up with a fix, I am just going to buy an external webcam and go through the tedious process of setting everything back up from scratch now. Thanks Acer. If anyone has a fix along the lines of egydiocoelho that I can try with this model of laptop then please advise if possible!

JackE

Try the driver tools anyway. Jack E/NJ

Commodore_1995#

You can use a live Linux distribution to see if the same problem occurs on Linux.

IPAhazy

This is a driver or Acer problem - there are a lot of similar reports of black screens on webcams going back a few years just do a search and you will see. I will just use an external webcam for now and hope for a fix while telling people not to bother with this brand otherwise. I am very grateful for all the help though.

JackE

>>>This is a driver or Acer problem >>>

Agreed. So try the recommended online driver tools to eliminate that possibility. If still no joy, then I'll also agree it's an ACER hardware problem. If the latter, it's covered by warranty to get it fixed. Jack E/NJ

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