S2422HZ, integrated webcam not working

Question

Hi all,

I have been using my S2422HZ monitor with my corporate DELL laptop (Windows 10) without any issues since I bought it in 2022. Last week, I believe due to some Windows update, my laptop suddenly stopped recognizing the monitor's webcam. The screen, audio, and microphone work fine, but not the webcam. The IT department at my work has tried countless options, installing drivers, firmware, etc., but nothing has solved the issue. In desperation, they have switched me to a new DELL laptop, this time with Windows 11, and to our surprise, the same thing happens, it does not recognize the webcam. Please, any solution? The monitor is my work tool, I use it daily in my conferences, and it is a problem to be like this.

DELL-Chris M · Answer

Dell Support must verify the ownership and warranty status. Click the blue "Get Help Now" on the right to start a private live chat session. Share the private S2422HZ Service Tag with them.

* Turn the S2422HZ off
* Disconnect every cable from the S2422HZ

* Push the webcam down into the S2422HZ
* Press and hold in the S2422HZ power button for 8 seconds

* Reconnect the power cable to the S2422HZ
* Reconnect the USB-C to USB-C cable to the S2422HZ

* Turn the S2422HZ on
* Make sure the S2422HZ shows the Windows OS desktop set as Extended

* Press the webcam again to bring it back up

* Go here and follow the instructions. The test might find "two" camera (laptop camera and monitor webcam), be sure to choose the monitor webcam. If you see yourself, the monitor webcam is functioning

AitorSD · Answer

Hi Chris, thanks for the quick anwser. I have followed your instructions, but on the last step I only find the integrated camera of the laptop, nothing about the monitor camera.

DELL-Chris M · Answer

Based on your testing, the webcam is faulty. The private S2422HZ Service Tag number shows that the 3 year warranty has expired. Your IT department will need to either =
* Give you a replacement monitor with webcam
* Give you an external USB webcam to place on the monitor

AitorSD · Answer

Hi Chris,

This happened suddenly with a windows update. I'm pretty sure it's a software issue, not a hardware one. In fact I've read similar cases with another Dell Monitor models and a January Win10/11 update. I will make a try with another PC and give you feedback...

AitorSD · Answer

Hi again,

this is what I can see in Windows 11 Device Manager, on the USB to which the monitor is connected: "Device Descriptor Request Error". As I mentioned, this is not a hardware problem but a software one. Please, I need a solution, I bought the monitor trusting in the good name of DELL, but unfortunately I have an expensive monitor that is my work tool and that does not work.

DELL-Chris M · Answer

Dell cannot diagnose what Windows update your IT allowed to install. Your IT needs to restore the OS to a date prior to the update.

AitorSD · Answer

Honestly, staying out of Windows security updates is not a solution.

We just found another case exactly the same, this time with a C2722DE monitor. It's clear that there is a problem or conflict with the drivers and the operating system, and it should be reviewed.

Zigaroo · Answer

I have same issue with my S2422HZ, the webcam will not work. Did all the possible troubleshooting (based on Dell's info), plus even did a remote access with Dell's Tech Support, not luck either.

When connecting USB cable (A-C port, as I'm using HDMI), I can clearly see in Device Manager the Audio & Mic setting being detected but not the camera.
Dell really need to sit down and look at their firmware update for this issue, as lots of folks are complaining about the issue. If not a Dell issue, then have Dell check with MS Windows to see if their security updates has impacted their product (S2422HZ monitor).

Monitors

S2422HZ, integrated webcam not working

Was this post helpful?