Searching for old(er) driver for Aspire E5-772G webcam, webcam not working under Windows 10

Manekineko
Manekineko Member Posts: 16 Troubleshooter
edited October 2021 in Aspire Laptops

Hello Acer Community,

I have an Aspire E5-772G from 2015, and the OEM webcam is not functioning. I did quite a bit of forum reading, and it seems to boil down to that I need to find and install an old driver. But where can I find an old driver?

There are a few drivers on Acer's E5-772G support page, but no webcam driver (it appears) and supposedly none of these drivers would be old (I guess).

I'll try to describe my issue and what I tried so far below. I am also asking parallel in the German forum, I hope that is okay.

Thank you in advance for your ideas and help!


Hardware, System:

Laptop: Aspire E5-772G, from 2015

System: Windows 10 (21H1)

Webcam: OEM nc2141103h (Microsoft)

Device Manager: Shows camera under „cameras“ as „HD Webcam“, right-click: „has latest drivers, is functioning properly“

Do apps have permission to use the camera: yes

Anti Virus software: used to be Avira. Uninstalled, rebooted - still the same issue.

The problem:

When I start the camera, either in the "camera" app or in an app like Zoom, the screen is black, and a notification „camera is on/off/on/off“ pops up every second without end until I close the camera/join Zoom without camera.

The issue started in 2020. I initially thought it was a loose contact, because after a few minutes, the camera would suddenly show a proper picture, and I could use it until the next day, when the problem would start all over again.

It has since gotten to the point where the screen remains black, and just the „camera is on/off/on/off/etc.“ notification popping up every second without end.

What I tried:

  • Opened monitor case, reattached the tiny USB cable to the camera. The camera suddenly seemed to work for a few seconds, but then went back to black screen and the on/off, on/off, on/off  notification just like before.
  • Checked device manager. The camera is listed under „cameras“ as „HD Webcam“. Right-clicking informs me that I have the latest driver and that the camera is functioning properly
  • Double-checked that the apps have permission to use the camera, uninstalled the antivirus software in case it was somehow interfering with the camera, rebooted
  • Visited the website „webcam-test.com“ which tells me „There is a problem with your camera. Starting videoinput failed“
  • Visited Acer support page for the E5-772G

What I researched:

Reading forums, including this one, I have learnt that other users of older Acer laptops with Windows 10 have issues with their OEM webcam too. Some, but not all, appear to have solved the issue by installing an older driver. The consensus seems that the camera sometimes does not work under Windows 10, so then you'd need to manually install an older driver

My question:

Where can I find an old(er) driver?
On the Acer support page for the E5-722G there are a few drivers, but no camera driver it appears. And anyway, I would assume that those drivers are current, not old, but I could be wrong about that.

 

Thanks in advance for any help!




«1

Answers

  • JackE
    JackE ACE Posts: 44,891 Trailblazer
    The camera is part of the USB i/o bus system so no separate driver to download as in the old days. Open Device Manager, do you see any red or yellow warnings for any hardware devices?

    Jack E/NJ

  • Manekineko
    Manekineko Member Posts: 16 Troubleshooter
    edited October 2021
    Oh that explains a lot!
    JackE said:
    no separate driver to download as in the old days.

    I do not see any warnings in the device manager.
    Oddly, I don't see "Webcam" anymore either, it was right there under "K" (Kamera in German spelling) earlier today.



  • Manekineko
    Manekineko Member Posts: 16 Troubleshooter
    Oops now I see it!
    It says "Unknown device. Error when resetting the port."
    Port_#0007.Hub_#0003
    "The device was stopped because it reported errors"


  • JackE
    JackE ACE Posts: 44,891 Trailblazer
    >>>I do not see any warnings in the device manager.>>>

    I do.  :)   That's probably your camera that needs to be reset.

    Try this. Open Control Panel. Search 'button'. Click 'change what the power button do' Click 'change settings that are currently unavailable' Scroll down and uncheck the box for fast startup if not already unchecked. Shut down windows normally.

    Then unplug the charger. Insert a paperclip into the reset pinhole on the bottom for about 60 seconds. Plug the charger back in. Turn the machine back on. Check to see if the warning disappears and the camera reappears.


    Jack E/NJ

  • Manekineko
    Manekineko Member Posts: 16 Troubleshooter
    Thank you so much so far already! I unchecked "fast startup", and after restart, at least the camera was there again, but it has the old issue:



    The screen is black, and in the upper left corner, it blinks: "Camera on" - "Camera off" - etc. etc.
    I also noticed, by looking at the screenshot now, that it keeps automatically switching back to photo mode.







  • JackE
    JackE ACE Posts: 44,891 Trailblazer
    Did you also unplug the charger while shutdown and insert the paperclip into the reset pinhole for about a minute?

    Jack E/NJ

  • Manekineko
    Manekineko Member Posts: 16 Troubleshooter
    JackE said:
    Did you also unplug the charger while shutdown and insert the paperclip into the reset pinhole for about a minute?

    yup, I did!
    It is now basically back to my "old" problem. I don't know for what weird coincidence it lost the camera today, on top of the old problem. Normally, when I check the device manager, it looks like on this last screenshot of mine, after the reset. That is why I was (erroneously) so certain that there were no exclamation marks.
  • Manekineko
    Manekineko Member Posts: 16 Troubleshooter
    I tried a second time, just for good measure.
    This time the device manager looks just like after my first attempt, camera ist listed as webcam, no warning signs.
    When I open the camera app, this time it informs me "no camera found"


  • JackE
    JackE ACE Posts: 44,891 Trailblazer
    >>>Normally, when I check the device manager, it looks like on this last screenshot of mine, after the reset. That is why I was (erroneously) so certain that there were no exclamation marks. >>>

    No. If folders are already open when opening Device Manager, this is not normal even if you can't see red or yellow warnings. If you pressed the View tab and clicked show hidden devices, it would probably always have shown the yellow warning.

    A normal Device Manager screen should look like the left image below. An abnormal Device Manager screen should look like the right image below. How  long ago did you notice your screen looked like the right image below?




    Jack E/NJ

  • Manekineko
    Manekineko Member Posts: 16 Troubleshooter
    edited October 2021
    Oh, that's a misunderstanding! With normal I just meant, no error/caution signs. I opened the folders intentionally to take the screenshots for here.
    I've been pondering over the device manager so often since my camera issues started.
    It seems to switch between these two randomly:
    Either it lists the camera ("Kamera->Webcam") and informs me that it has the latest drivers and is working fine (I wish), and does not list an unknown device under USB controllers
    Or it "loses" the camera, it does not show up in the alphabetical list at all, and there is an unknown device with an error mark under USB controllers.
    Like when I took that screenshot.

    Just a moment ago, I looked at the device manager, it listed the camera, then I opened the camera app and got the error message "no camera found", I closed the camera app, looked at the device manager again, and it had "lost" the camera but listed that unknown USB device with the error sign.
  • Manekineko
    Manekineko Member Posts: 16 Troubleshooter
    I just clicked on "show hidden devices" and get the view on the left, and then, a few minutes later, the view on the right. As if it is changing randomly while I'm not even doing much on the laptop, not using the camera, not restarting. All I do is having the web browser open, the screenshot app, little stuff like that.





  • JackE
    JackE ACE Posts: 44,891 Trailblazer
    >>>It seems to switch between these two randomly:>>>>>>As if it is changing randomly while I'm not even doing much on the laptop,>>>

    Seems like an intermittent connection issue. LCD video/cam combo cable connectors at the mainboard, at the base of the LCD screen and at the camera module near top rear screen, might need to be reseated a few times to help clean its contacts. A bit of a hassle to do. Is the machine still under warranty? 

    Jack E/NJ

  • Manekineko
    Manekineko Member Posts: 16 Troubleshooter
    It's not under warranty anymore, unfortunately.
    But I don't mind a bit of hassle!

    It's just that the part where the cables go into the mainboard is thoroughly hidden under tape. Should I repurchase new tape before I peel the old one off, so that I can reapply it after I've dealt with the cables?

    Thank you for your help so far! Much appreciated!
  • JackE
    JackE ACE Posts: 44,891 Trailblazer
    No. Just peel the tape off as best you can so as to easily reseat --- pullout/pushin/pullout etc --- the connectors a half dozen or so times. Usually sticky electrician's friction tape that makes a mess. I don't bother replacing it if the connector seems secure on the final pushin.

    Jack E/NJ

  • Manekineko
    Manekineko Member Posts: 16 Troubleshooter
    Ok, thanks, great! I'll do that and let you know if it helped!
    I was wondering if I should get a new cable for the camera, just in case and while I'm at it, but the teeny tiny cable for this old OEM webcam doesn't seem that readily to find.
  • JackE
    JackE ACE Posts: 44,891 Trailblazer
    It's a combo LCD video + cam cable. They're cheap enough. So yes, if it was mine, I'd definitely replace it because it's possible a wire conductor break can happen in the crowded hinge area from wear and tear of opening and closing the lid too much. Any of these part numbers should work 450.04X01.0021, 450.04X01.0001 or 450.04X01.0011. Google search the numbers for vendors who ship to your location. About $20usd.




    Jack E/NJ

  • Manekineko
    Manekineko Member Posts: 16 Troubleshooter
    Thank you so much! That is just what I was looking for exactly! I guess I wasn't searching for the correct terminology so I got all sorts of mismatches for results. ll get one, just to be on the safe side.

    JackE said:
    (...)it's possible a wire conductor break can happen in the crowded hinge area from wear and tear of opening and closing the lid too much (...)
    Absolutely!
  • JackE
    JackE ACE Posts: 44,891 Trailblazer
    Good luck. Please let us know results good or bad. Thanks.

    Jack E/NJ

  • Easwar
    Easwar Member Posts: 6,727 Guru
    Manekineko,

    Try to restore the OS and keep your files

    1. Shutdown the unit. Press and hold alt+F10 key. Then turn ON the unit.
    2. You will get a blue screen. Choose the option troubleshoot. 

    3 Ways to Reset Acer Laptop to Factory Settings without Password​​

    3. Select Keep my files to refresh your PC and reinstall your operating system without removing your personal files. Click Next to continue. Important If you have apps installed on your PC, they will be removed. 
    4. Resetting the PC will reinstall Windows, change settings back to their factory defaults and remove all preinstalled apps and programs without removing your personal files. Click Reset to continue.
    5. You will be shown the reset progress on the screen. The screen will turn off during the reset process.
    6. The screen will turn back on when it is installing Windows. Your PC will restart several times during the reset process.
    7. Follow the process until it completes.
    8. When your PC has completed the reset process, Windows will have been reset back to its factory default settings without removing your personal files.​

  • JackE
    JackE ACE Posts: 44,891 Trailblazer
    Good luck. Please let us know results good or bad. Thanks.

    Jack E/NJ

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