topic Re: Model P7651-MD61016 - Webcam stopped working, not listed in devices, not found with hardware sea in Video

Model P7651-MD61016 - Webcam stopped working, not listed in devices, not found with hardware search

flynntommy — Mon, 16 Sep 2019 21:17:33 GMT

Hi. The webcam on my laptop won't work. I have tried everything - control panel, device manager, troubleshooting, but to no avail. It was working fine a few days ago (I was on skype) and hadn't used it since. But today it was saying that there is no camera attached, the camera is grayed out in skype, not listed in device manager (even when I displayed hiddem devices) and no amount of searching finds the device.

Any help appreciated.

Re: Model P7651-MD61016 - Webcam stopped working, not listed in devices, not found with hardware sea

Gehringer — Tue, 17 Sep 2019 11:31:23 GMT

Hi @flynntommy,

Thank you for your question and welcome to the Forum.

For providing you with further assistance I’d like to ask you some complementary questions:

Could you please confirm the MSN number of your device?

You can find it in the label underneath your NB and I suspect it is 30024212

Can you also tell me if you are using the Windows 10?

Have you updated anything (windows, softwares, drivers) prior to the fault?
(ie. that well known reminder telling us that Windows has pending updates whenever we are trying to shut the NB down)

Is your NB under warranty or out of warranty?

All the best,

Gehringer

Re: Model P7651-MD61016 - Webcam stopped working, not listed in devices, not found with hardware sea

flynntommy — Tue, 17 Sep 2019 12:24:26 GMT

Hi @Gehringer

Yes the MSN is 30024212. I am using Windows 10. I had a look at the Update history and there seems to have been a few minor updates for Windows 1903, Adobe Flash and .Net. There were also some Windows Defender Security Intelligence updates and an Anitvirus antimalware one. ALl were around the 12th, which would have been the last time I would have used Skype/webcam.

I thought of doing a restore, but there doesn't seem to be a resstore point available.

When I was trying to correct the problem, initially the Cam showed in the Device Manager, although when clicked it was shaded. I checked for driver updates, which said they were fine. I also uninstalled the device, and then ran a scan for hardware changes, assuming it would pick up the cam again, as it usually does for devices when you do this. However, it didn't.

I have turned off and on the laptop a number of times, even leaving it off for the night, but still no luck recognising the cam.

As I purchased the laptop new on December 28th, it would still be under warranty.

Many thanks for your help and assistance.

Regards

Thomas

Re: Model P7651-MD61016 - Webcam stopped working, not listed in devices, not found with hardware sea

Gehringer — Wed, 18 Sep 2019 12:40:34 GMT

Hi @flynntommy,

It seems that last windows update may be causing some issues just like the one you are experiencing.

You might follow this thread posted at Microsoft community page and try a few things they are suggesting.

If you don’t want to do that or if the problem persists, since your camera was working prior to this update, you may try to perform a factory reset on your NB and restore its default settings.

For doing so, please refer to the page 37 of your user manual that you can find in this site.

Just perform a search using you product's MSN number and then select the option "Manual".

Remember that a factory reset will erase all data in the machine so make sure you have all your files backed up and that you will be able to reinstall and run all the programs that you want to keep.

All the best,

Gehringer

Re: Model P7651-MD61016 - Webcam stopped working, not listed in devices, not found with hardware sea

flynntommy — Wed, 18 Sep 2019 19:17:22 GMT

Hi again @Gehringer, and thank you for replying.

I went to that forum and did try what was suggested. However, my webcam wasn't listed and I don't have discs for the driver (the other option it mentioned). If I knew what brand of cam there is on the NB, then I could maybe find the drivers online.

I really don't want to go down the road of a factory reset, as I would worry about losing so much of my stuff.

Thanks again, and if you know of any other solution, I would really appreciate it.

Kind regards

Thomas

Re: Model P7651-MD61016 - Webcam stopped working, not listed in devices, not found with hardware sea

Gehringer — Fri, 20 Sep 2019 10:42:26 GMT

Hi @flynntommy,

I would suggest you to go to Medion's UK service website and choose the "E-Mail contact form" option.

Please fill the form explaining what happened and asking for the proper driver for your notebook webcam (please provide the product's MSN, windows version and any other details you may find suitable, such as a list of the updates you have identified and that may have caused the issue).

You can also add any file (screenshot, photo, etc) that you think will help the technical team to better understand your issue.

In the meanwhile, I am doing tests myself to help you finding a solution for your problem.

Best regards,

Gehringer

Re: Model P7651-MD61016 - Webcam stopped working, not listed in devices, not found with hardware sea

flynntommy — Tue, 24 Sep 2019 14:38:29 GMT

Hi @Gehringer

Thanks for getting back to me. I still have found no solution to this issue. I have been on to the Microsoft message board too and no-one can help there either, except to say that an update is coming!

I have emailed the UK like you suggested and await an answer.

Many thanks again.

Tommy

Re: Model P7651-MD61016 - Webcam stopped working, not listed in devices, not found with hardware sea

Gehringer — Fri, 27 Sep 2019 10:21:21 GMT

Hi @flynntommy,

I am sure Microsoft will come up with a new update soon and, if necessary, we will update our drivers accordingly afterwards.

For the moment let's wait for the update to arrive.

Please come back and let us know if it has solved your problem so other users may benefit from reading this thread.

Best regards,

Gehringer

Re: Model P7651-MD61016 - Webcam stopped working, not listed in devices, not found with hardware sea

flynntommy — Tue, 01 Oct 2019 22:09:18 GMT

Hi again @Gehringer

I was waiting until the update today, and have just installed it, but nothing has changed. Still no webcam, still no USB 3 and only 1 of 2 USB 2s.

Very frustrating now that I have been waiting 2 weeks and no success with Microsoft. I really need my webcam and USBs.

Re: Model P7651-MD61016 - Webcam stopped working, not listed in devices, not found with hardware sea

Gehringer — Wed, 02 Oct 2019 13:02:47 GMT

Hi @flynntommy,

since you need your USBs and cameras working as soon as possible and they were working previously to the update, I would once again recommend you to try to reset your NB to a previous state, but since you don't have any recovery point created, in your case it would be the initial state (restore its factory settings).

If you want to move forward with this, please go to our online support website and type your MSN number in the proper blank field.

Once you do so, you should be able to download your product's user guide. Please find instructions on how to perform a factory settings reset on page 37.

Please remember to back all your data up before performing this procedure as all your data might be erased.

Regards,

Gehringer

Re: Model P7651-MD61016 - Webcam stopped working, not listed in devices, not found with hardware sea

flynntommy — Thu, 03 Oct 2019 11:57:32 GMT

Hi @Gehringer,

I am now on my phone as I decided to do a reset (keeping personal files but losing apps/programmes).

I am absolutely furious as nothing has changed - still no cam, no USB3, only 1 USB3...plus now I have to re-install every programme from scratch, including Outlook (the data files better be there for all my 6 email accounts - work and personal) . I now have at least 2 days work ahead of me to get this laptop back to some kind of working order, and still no cam, etc.

When is there going to be a fix for this? I will not go back to a full factory reset as God knows what else I'll lose! !

I am both furious and disappointed at the same time. I spent a lot of my hard-earned cash on this laptop last December, agonising over spending so much, and now I will lose two days pay as well getting it back to some ki d of working order!

Re: Model P7651-MD61016 - Webcam stopped working, not listed in devices, not found with hardware sea

Gehringer — Mon, 07 Oct 2019 12:04:59 GMT

Hi @flynntommy, I am very sorry for your situation.

Unfortunately, if this is the case, Medion can't launch patches to solve Windows updates issues but we understand the waiting may be unpleasant.

Regarding your case, we will continue to look for solutions to solve your problem, whenever it is possible.

Concerning your e-mail messages, if they are in the cloud or if you have backed local data up before performing the factory settings reset, there is no reason for losing any data.

After a successfull factory settings reset, you should see your webcam listed back among your devices. Is this the case?

Prior to reinstalling all the programs, since you are also experiencing USB issues after the reset, please check at your device manager menu if both your webcam and USB drivers are active and updated. Look for exclamation marks on them and, if that is the case, disable them, reinstall drivers and re-enable them.

If this does not solve your problem, it might be a Hardware fault and, in this case, please visit this website and get in touch with Medion helpline for booking a repair.

Please come back and let us know if your problem is solved.

Regards,

Gehringer

Re: Model P7651-MD61016 - Webcam stopped working, not listed in devices, not found with hardware sea

flynntommy — Sat, 16 Nov 2019 12:34:35 GMT

I have yet to do a factory reset as I decided to wait for the so-called major update on November 12th. I did the update and still nothing has changed. I cannot believe that I will have to do a factory reset, losing everything I have, just to fix an issue that was not my fault. I now have to give up hours of my time to do this, thus losing work hours (and payment!). I am now wishing that I had spent the little extra on a Macbook. I had one before and never had an issue with it. I went back to laptops as I couldn't afford the high price - but now I wonder would it have been worth it.

Never again will I choose a Medion laptop or Windows.

Re: Model P7651-MD61016 - Webcam stopped working, not listed in devices, not found with hardware sea

Gehringer — Mon, 18 Nov 2019 12:08:50 GMT

Hi @flynntommy and welcome back to the Forum.

Once again, I am very sorry for your situation and I can understand your frustration.

I insist that if you back local data up before performing the factory settings reset, you shouldn't lose any data stored in the HD.

Also,If this does not solve your problem, you can still count on Medion to help you check if it is a hardware fault.

Just get in touch with its helpline for booking a repair through this website.

In the meanwhile, have you contacted Microsoft to let them know about your case? They may offer you a solution if the problem is with the Windows update.

Please don't hesitate to come back and let us know if (and how) has your problem been solved.

It would help a lot other users which may be having the same issue as you are.

Regards,

Gehringer

Re: Model P7651-MD61016 - Webcam stopped working, not listed in devices, not found with hardware sea

flynntommy — Thu, 26 Dec 2019 13:19:08 GMT

Hi @Gehringer and Merry Christmas

I finally have had to give in and did a factory reset today, December 26th, when I finally had some free time. I wiped the laptop, deleting all files and then restarted from scratch.

Unfortunately, it was not a success - the webcam still was not recognised, nor would it work; the USB3 still gave the error message, and one of the USB2 was the same as before.

I have now sent an email to the helpline, requesting a repair.

It has been so disheartening that nothing would work, and I am furious at Microsoft for the complete lack of support, as I am still assuming it was a Windows Update that caused the issues. We will see if that is the case when Medion respond to the repair request.

Many thanks for all the patience and advice. It has been very much appreciated.

Tommy

Re: Model P7651-MD61016 - Webcam stopped working, not listed in devices, not found with hardware sea

flynntommy — Fri, 14 Feb 2020 23:22:06 GMT

Just an update on this. I had to get repair done and they replaced the webcam and USBs, including the motherboard!! I am told that is because everything is integrated.

Customer Support were brilliant, but the service department, not so much. I got the laptop back and the underneath casing was broken (and the protector mat between screen and keyboard wasn't returned). So again I had to send it back! Of course the drama didn't stop there...courier never came on the day given, and I had organised someone to be at home, someone who had to change their plans especially. Anyway, it eventually was picked up. Due to work commitments, I was going to be in Germany for a few weeks when the laptop was supposed to be returned, so they said they would return it to my German address. Lo and behold, they ended up returning it to my home address!! Again, another pickup had to be organised (again a day later than they said, again plans had to be changed). So finally I got the laptop back today. It was gone from December 30th until today, February 14th!

Anyway, I am now thinking of changing the SSD and putting in a 1TB one. Just wondering if these specs are suitable:

Crucial:

INTERN

Modultyp: M.2 Type 2280, Modulgröße: 1 TB, Schnittstelle: SATA 6.0 GBit/s, Random Lesegeschwindigkeit (IOPS): 95000, Random Schreibgeschwindigkeit (IOPS): 90000

Lenovo:

INTERN

Eigenschaften:

Schnittstelle: High-Speed PCIe Gen3x4

2100 MB/s Lesen und 1600 MB/s Schreiben, NVMe 1.3 unterstützt

perfekt für PC-Enthusiasten

3,5-fache Geschwindigkeit einer SATA-basierten SSD

Formfaktor M.2 2280

keine beweglichen Teile verbaut, daher stoß- und vibrationsfest

3D NAND mit Low-Density Parity Check (LDPC)

Kapazität: 1 TB

Gewicht: 9 g

Thanks in advance!

Re: Model P7651-MD61016 - Webcam stopped working, not listed in devices, not found with hardware sea

flynntommy — Sat, 15 Feb 2020 13:48:49 GMT

@Gehringer , I forgot to tag you in the above message, and to say thank you again for your advice.

Re: Model P7651-MD61016 - Webcam stopped working, not listed in devices, not found with hardware sea

Gehringer — Mon, 17 Feb 2020 13:13:31 GMT

Hi @flynntommy

unfortunately you would not be able to have a NVMe SSD installed in your machine, so I would recommend you to buy the 1st option:

Modultyp: M.2 Type 2280, Modulgröße: 1 TB, Schnittstelle: SATA 6.0 GBit/s, Random Lesegeschwindigkeit (IOPS): 95000, Random Schreibgeschwindigkeit (IOPS): 90000

Please make sure to buy it from a seller that does accept refund or return just to be on the safe side.

Regards,

Gehringer

Re: Model P7651-MD61016 - Webcam stopped working, not listed in devices, not found with hardware sea

flynntommy — Mon, 17 Feb 2020 17:29:10 GMT

@Gehringer - Many thanks again. I will pick up that SSD in the next few days and will ensure there is an option of returning it.