NedimZ
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Latitude E6420 Integrated Webcam Problem

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Hi,

I can not seem to get the integrated web camera on my Latitude E6420 working properly. It works fine in my web browser at times, on sites like this http://vyew.com/s/browsertest/, but not at all in applications like Dell Webcam Central and Skype.

Are there any other drivers I can try installing except the ones detected automatically by Windows 7? I have had no luck in finding such.


Thanks in advance.

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RE: Latitude E6420 Integrated Webcam Problem

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Hi NedimZ,

We apologize for the inconvenience caused, please try performing a couple of troubleshooting steps to fix the issue.

1. Please uninstall and re-install the Dell Webcam central software by clicking on the below link.
http://dell.to/17tfS1m
2. After the installation you can restart the computer and check if that fixes the issue.
3. Please click on the below link which has FAQ’s on the Dell Webcam Central and its issues.
http://dell.to/1emOrfV


Let us know if this helps

Thanks and Regards,
Munawar P
#iworkfordell
To know more about Dell Product Support, Drivers & Downloads, Order & Dispatch status -> choose your region US / India.
For Dell support videos click here.

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NedimZ
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RE: Latitude E6420 Integrated Webcam Problem

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No luck at all. Dell Webcam Central prompts me - just like earlier - to "close the other video streaming application to start video", but there is no other video streaming application running. The same type of message is displayed in Skype.

The FAQ suggests the following: "Messages and errors such as No supported webcam connected, Please plug in a supported device and Close the other video streaming application to start video can be resolved by uninstalling, reinstalling or updating the webcam driver." which I, as mentioned earlier, have tried.

Is there anything else I could attempt?

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RE: Latitude E6420 Integrated Webcam Problem

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Hi NedimZ,

Thank you for your response, we appreciate that you’ve tried a couple of troubleshooting steps.

1. Please let us know if you are running facial recognition program for logging in to Windows.
2. If yes, then please right-click on the app (FastAccess Face Recognition) and temporarily disable it -
    the Dell Webcam Central will work fine.
3. Afterwards just re-enable the face recognition app.

4. In order to use your Dell webcam on Skype please click on the below link which has a firmware to update
    which may fix the issue.

     http://dell.to/17YsQoH

Please follow the steps mentioned and let us know any issues.

Thanks and Regards,
Munawar P
#iworkfordell
To know more about Dell Product Support, Drivers & Downloads, Order & Dispatch status -> choose your region US / India.
For Dell support videos click here.

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NedimZ
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RE: Latitude E6420 Integrated Webcam Problem

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Hi Munawar,


I am not running any facial recognition program. I have tried deselecting all "Services" and "Startup" in System Configuration before rebooting, to make sure that no programs that may interfere with Dell Webcam Central are running, to no avail.

When running the firmware update, the application shows "No need" and "PID not match". What exactly does this mean?

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RE: Latitude E6420 Integrated Webcam Problem

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Hi NedimZ,

Thank you for your response, appreciate your troubleshooting steps performed so far.
Please provide us the following.

1. Please provide us the screenshot of the Device Manager, to check if the Webcam is detected or not.
2. If the Webcam is listed or detected, right click on webcam and uninstall / remove it.
3. Restart the computer and as the native drivers will search for the device and they will load automatically.
4. Please check if you can access the Dell Webcam and if not, please run diagnostics on the camera by clicking on the link below.
http://dell.to/1dFtXxL
5. Type in the Service tag, click on option PC Diagnostics click on Hardware and select the option Camera and click on Run Diagnostics.

Please complete these steps and let us know your findings.

Thanks and Regards,
Munawar P
#iworkfordell
To know more about Dell Product Support, Drivers & Downloads, Order & Dispatch status -> choose your region US / India.
For Dell support videos click here.

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NedimZ
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RE: Latitude E6420 Integrated Webcam Problem

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Hi again! Thank you for your help so far.

1. Here is a screenshot showing the Device Manager, in which the webcam is clearly detected: http://puu.sh/4uwL3.png

2-3. I've tried uninstalling/removing and then restarting the computer, in order for the drivers to be automatically loaded, several times, with no success.

4-5. I ran the diagnostics tool, and the webcam passed both tests ("Capture To Screen" and "Capture To File"). Noteworthy is that I saw a screen pop up during the testing, showing the camera's video capture. So, clearly the camera is working, but not in applications like Dell Webcam Central and Skype.

Could there be something else - besides another application running - interfering, and in turn leading to error messages like "Close the other video streaming application..."?

I am really clueless at this point...

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RE: Latitude E6420 Integrated Webcam Problem

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Hi NedimZ,

Thank you for your response, apologize as it took long time to identify the issue and looks like the issue is with the Software.
Since we’ve done almost everything to fix the issue, requesting you to format the computer to factory reset where all the applications will work fine. Please click on the below link which has detailed steps to initiate PC Restore.
http://dell.to/1d2A2BF

Select your Operating system and Select the Dell backup and recovery manager and follow the instructions accordingly.

Note: Please backup the data before formatting the computer to factory settings.

Please reply us with your findings.

Thanks and Regards,
Munawar P
#iworkfordell
To know more about Dell Product Support, Drivers & Downloads, Order & Dispatch status -> choose your region US / India.
For Dell support videos click here.

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NedimZ
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RE: Latitude E6420 Integrated Webcam Problem

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I solved the problem by adding a StringValue named UpperFilters, with the value ksthunk to HKEY_LOCAL_MACHINE\SYSTEM\ControlSet001\Control\Class\{6BDD1FC6-810F-11D0-BEC7-08002BE2092F} using Regedit.

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RE: Latitude E6420 Integrated Webcam Problem

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Hi NedimZ,

Thank you for your message, I appreciate your technical expertise on the same and we’re glad to know that you were able to fix the issue by adding the registry key from Regedit. Please reply us if you have any issues in future and we’ll be glad to assist you further.

Thanks and Regards,
Munawar P
#iworkfordell
To know more about Dell Product Support, Drivers & Downloads, Order & Dispatch status -> choose your region US / India.
For Dell support videos click here.

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