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

jazzooi21 · March 2022

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

Image: https://us.v-cdn.net/6029997/uploads/editor/uv/k93am9ihviyp.png

[//Edited the content to add model name]

Commodore_1995# · March 2022

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

jazzooi21 · March 2022

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

jazzooi21 · March 2022

My mistake, the Hardware IDs are

ROOT\NVVHCI

and

USB\VID_0955&PID_9000

jazzooi21 · March 2022

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

Image: https://us.v-cdn.net/6029997/uploads/editor/cr/mg0jm8equrst.png

Commodore_1995# · March 2022

Are these devices showing up as hidden device?

Image: https://us.v-cdn.net/6029997/uploads/editor/g0/wppe9lsipteg.png

jazzooi21 · March 2022

Here's my device manager.

Image: https://us.v-cdn.net/6029997/uploads/editor/6u/4wag0km2d2uj.png

Commodore_1995# · March 2022

What happens when you uninstall and delete these drivers?

Image: https://us.v-cdn.net/6029997/uploads/editor/sb/1lmo9elhcvqu.jpg

jazzooi21 · March 2022

After I uninstall and reboot, they just get reinstalled and nothing changes.

Commodore_1995# · March 2022

Try reinstalling windows:

https://www.youtube.com/watch?v=cpzLJRAZldA&list=FLVBqwtBw09_Z9tXo1Injakw&index=2

jazzooi21 · March 2022

I already did that twice and it doesn't fix the issue.

Commodore_1995# · March 2022

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.

Aditya_149 · March 2022

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 · March 2022

@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 · March 2022

Reset it, problem is still there..

I really have no clue

Commodore_1995# · March 2022

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&list=FLVBqwtBw09_Z9tXo1Injakw&index=2

AnhEZ28 · March 2022

@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.

jazzooi21 · March 2022

@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.