Microphone and Camera stopped working Helios 300 - PH315-53-79QQ

jazzooi21
jazzooi21 Member Posts: 11

Tinkerer

edited March 2022 in Predator Laptops
Hello, I am on a Predator Helios 300, exact model number PH315-53-79QQ.

Recently, I found out that my camera and microphone stopped working, after an overnight update (KB5009467). I'm pretty sure the update caused it because I used both of them in a video call the night before. The weird thing is, the problem persists when I uninstalled the update and even reset my computer to a Restore Point before the update.

The camera is built-in, but Windows says they "can't find my camera", <NoCamerasAreAttached> with error code 0xA00F4244.
Regarding the microphone, I have tried multiple headsets are well as the built-in mic, no sound is recorded for any of them so it's probably a software issue.


I have tried:
1. Disabling and reenabling privacy settings for them both
2. Reinstalling camera and microphone audio drivers, by uninstalling then rebooting
3. Reinstalling USB Root Hub drivers
4. Running multiple AntiVirus, including Defender and Malwarebytes
5. Uninstalling the most recent 5 Windows quality updates
6. Restored PC to a Restore Point before the update
7. Completely resetting my Windows PC, only keeping personal files

Note: 
My camera driver only shows up when I toggle the "Show hidden devices" option in Device Manager.
After resetting, the driver disappeared regardless of hidden or not, and 3 "Unknown Device" drivers popped up under "Other Devices"; with the description "Currently, this hardware device is not connected to the computer. (Code 45)"

Any help would be much appreciated :smile:




[​//Edited the content to add model name]
«1

Answers

  • Can you tell the idhardware of these devices? What is the windows operating system that is installed?


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  • jazzooi21
    jazzooi21 Member Posts: 11

    Tinkerer

    USB\VID_0955&PID_9000
    ROOT\UNNAMED_DEVICE\0001

    Those are the two ids.

    System is on Windows 10 Home, Version 21H1 (OS Build 19043.1466)

    Thanks :smile:
  • jazzooi21
    jazzooi21 Member Posts: 11

    Tinkerer

    My mistake, the Hardware IDs are
    ROOT\NVVHCI
    and
    USB\VID_0955&PID_9000
  • jazzooi21
    jazzooi21 Member Posts: 11

    Tinkerer

    Update: I updated windows and reset it again, the unknown devices went away but the problem persists.


    One thing I tried: Using the RealTek audio console, I went into Device advanced settings and selected "Mic in" under ANALOG of "Connector Retasking". This made it so that my in-built mic can be used, but any headphones or headset is completely disabled (both microphone and audio output). Any other option ("Headphone", "Speaker Out", "Headset") makes it so that I can use headphones with audio output, but both headphone and the in-built mic doesn't work. Quite strange


  • Are these devices showing up as hidden device?

    Oi! Eu não sou sou a cortana! Mas estou aqui para ajudar! Hi! I'm not the cortana! But I'm here to help!
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    Detection tool click here to find the serial number or partnumber of your model!                                                          
                                                      
                                                     egydiocoelho Trailblazer
     
    ProductKey clique aqui para descobrir o serial do windows! click here to discover the windows serial!
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  • jazzooi21
    jazzooi21 Member Posts: 11

    Tinkerer

    Here's my device manager.

  • What happens when you uninstall and delete these drivers?

    Oi! Eu não sou sou a cortana! Mas estou aqui para ajudar! Hi! I'm not the cortana! But I'm here to help!
    Se você gostou da minha resposta, marque como solução clicando em sim! If you liked my answer, mark it as a solution by clicking on yes!
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                                                     egydiocoelho Trailblazer
     
    ProductKey clique aqui para descobrir o serial do windows! click here to discover the windows serial!
    Para usuários da comunidade inglesa, espanhola, francesa e alemã, usarei o google tradutor! :)
    For users of the English, Spanish, French and German community, I will be using google translator! :) 
  • jazzooi21
    jazzooi21 Member Posts: 11

    Tinkerer

    After I uninstall and reboot, they just get reinstalled and nothing changes.
  • Oi! Eu não sou sou a cortana! Mas estou aqui para ajudar! Hi! I'm not the cortana! But I'm here to help!
    Se você gostou da minha resposta, marque como solução clicando em sim! If you liked my answer, mark it as a solution by clicking on yes!
    Aceite somente a resposta que ajudou a solucionar o seu problema! Please accept only the response that helped to solve your problem!
    Detection tool click here to find the serial number or partnumber of your model!                                                          
                                                      
                                                     egydiocoelho Trailblazer
     
    ProductKey clique aqui para descobrir o serial do windows! click here to discover the windows serial!
    Para usuários da comunidade inglesa, espanhola, francesa e alemã, usarei o google tradutor! :)
    For users of the English, Spanish, French and German community, I will be using google translator! :) 
  • jazzooi21
    jazzooi21 Member Posts: 11

    Tinkerer

    I already did that twice and it doesn't fix the issue.
  • Try resetting the battery: disable fast startup in power options, turn off the computer, unplug the power adapter, press the power button for thirty seconds and leave the computer off for half an hour.

    Oi! Eu não sou sou a cortana! Mas estou aqui para ajudar! Hi! I'm not the cortana! But I'm here to help!
    Se você gostou da minha resposta, marque como solução clicando em sim! If you liked my answer, mark it as a solution by clicking on yes!
    Aceite somente a resposta que ajudou a solucionar o seu problema! Please accept only the response that helped to solve your problem!
    Detection tool click here to find the serial number or partnumber of your model!                                                          
                                                      
                                                     egydiocoelho Trailblazer
     
    ProductKey clique aqui para descobrir o serial do windows! click here to discover the windows serial!
    Para usuários da comunidade inglesa, espanhola, francesa e alemã, usarei o google tradutor! :)
    For users of the English, Spanish, French and German community, I will be using google translator! :) 
  • Aditya_149
    Aditya_149 Member Posts: 18 Troubleshooter
    Hi @jazzooi21, the same problem with your camera has also happened to me multiple times. What worked for me was resetting the application.

    Go to Settings-> Apps-> Camera-> Advances Settings-> Reset.

    This did the trick for me. I try multiple times if it does not start in a single time but it always worked for me.
    So maybe try this.

    Hope this hepls

  • jazzooi21
    jazzooi21 Member Posts: 11

    Tinkerer

    @egydiocoelho I'll try resetting the battery overnight, will update you if it works.

    @Aditya_149 Thanks for the tip, unfortunately it doesnt work for me :( Tried multiple times
  • jazzooi21
    jazzooi21 Member Posts: 11

    Tinkerer

    Reset it, problem is still there..

    I really have no clue :(
  • In this case, back up your files and then reinstall windows again, choosing the option that cleans the hard drive:
    https://www.youtube.com/watch?v=cpzLJRAZldA&amp;list=FLVBqwtBw09_Z9tXo1Injakw&amp;index=2

    Oi! Eu não sou sou a cortana! Mas estou aqui para ajudar! Hi! I'm not the cortana! But I'm here to help!
    Se você gostou da minha resposta, marque como solução clicando em sim! If you liked my answer, mark it as a solution by clicking on yes!
    Aceite somente a resposta que ajudou a solucionar o seu problema! Please accept only the response that helped to solve your problem!
    Detection tool click here to find the serial number or partnumber of your model!                                                          
                                                      
                                                     egydiocoelho Trailblazer
     
    ProductKey clique aqui para descobrir o serial do windows! click here to discover the windows serial!
    Para usuários da comunidade inglesa, espanhola, francesa e alemã, usarei o google tradutor! :)
    For users of the English, Spanish, French and German community, I will be using google translator! :) 
  • AnhEZ28
    AnhEZ28 ACE, Member Posts: 4,277 Pathfinder
    @jazzooi21 try to update the audio driver by getting it from Acer support site. Choose the headset so that the 3.5 headphones mic can be used.
    Please remember to include @AnhEZ28 when you want to reply back to my comment so that I can check your response.
    Thank you and have a nice day!
  • jazzooi21
    jazzooi21 Member Posts: 11

    Tinkerer

    @AnhEZ28 I did that already.
    @egydiocoelho after resetting and backup, seems there's a temporary fix: if I turn on turbo mode, both the cam and the mic return to normal. idk whats going on haha. But thank you so much for helping me :) I'll search for a permanent solution.
  • When you press the turbo button to turn it off, does the camera and microphone disappear again?

    Oi! Eu não sou sou a cortana! Mas estou aqui para ajudar! Hi! I'm not the cortana! But I'm here to help!
    Se você gostou da minha resposta, marque como solução clicando em sim! If you liked my answer, mark it as a solution by clicking on yes!
    Aceite somente a resposta que ajudou a solucionar o seu problema! Please accept only the response that helped to solve your problem!
    Detection tool click here to find the serial number or partnumber of your model!                                                          
                                                      
                                                     egydiocoelho Trailblazer
     
    ProductKey clique aqui para descobrir o serial do windows! click here to discover the windows serial!
    Para usuários da comunidade inglesa, espanhola, francesa e alemã, usarei o google tradutor! :)
    For users of the English, Spanish, French and German community, I will be using google translator! :) 
  • jazzooi21
    jazzooi21 Member Posts: 11

    Tinkerer

    Ok the problem went away for a month but its back.
    As per your reply, @egydiocoelho when I turn off turbo it turns off after a few minutes :/
  • In this case, I advise you to reinstall windows, pressing alt+f10:
    https://www.youtube.com/watch?v=cpzLJRAZldA&amp;list=FLVBqwtBw09_Z9tXo1Injakw&amp;index=4

    Oi! Eu não sou sou a cortana! Mas estou aqui para ajudar! Hi! I'm not the cortana! But I'm here to help!
    Se você gostou da minha resposta, marque como solução clicando em sim! If you liked my answer, mark it as a solution by clicking on yes!
    Aceite somente a resposta que ajudou a solucionar o seu problema! Please accept only the response that helped to solve your problem!
    Detection tool click here to find the serial number or partnumber of your model!                                                          
                                                      
                                                     egydiocoelho Trailblazer
     
    ProductKey clique aqui para descobrir o serial do windows! click here to discover the windows serial!
    Para usuários da comunidade inglesa, espanhola, francesa e alemã, usarei o google tradutor! :)
    For users of the English, Spanish, French and German community, I will be using google translator! :)