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XPS PLUS 9320 - Last windows driver update broke the camera - Intel - Extension - 1.0.0.273 / Intel - Extension 3.1.0.7611
XPS 13 Plus 9320
Last windows driver update broke the camera - Intel - Extension - 1.0.0.273 / Intel - Extension 3.1.0.7611
We have so far 5 impacted assets
Any help Dell?
treasury
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October 20th, 2023 11:50
I had a brand new XPS PLUS 13 delivered on 18th October. The webcam was working fine as I could setup Windows Hello. As soon as the machine did a windows update the webcam stopped working and driver errors showed up on the device manager. I reset my PC to factory defaults using Dell Bios software and it worked again! Then as soon as the windows updated itself again the camera stopped working again!
The issue is that there is a windows update called Intel - Camera - 63.22000.3.10290 (2)
However the latest driver version on the Dell website is 73.22000.1.8_A00_02
Dell support tried to manually install the new driver but it keeps on defaulting to the older version (which is the newer windows update). This also causes some other drivers to stop working: See Screenshot
(edited)
treasury
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October 20th, 2023 17:59
***** SOLUTION ******
Greetings from Dell Technical Support.
Kindly try the steps below
Uninstall USB Bridge Extension v3.1.0.7611 driver follow below steps:
1) Open Device Manager and find below picture shows device and click “View” and select “Drivers by device”:
2) Double click the oemxxx.inf to find out which one is v3.1.0.7611 version as below picture shows:
3) Click “Remove driver” then select both the options and click “Remove”:
4) Wait for a minute the driver will be removed and restart your system and check if the webcam works.
CORTESY OF DELL SUPPORT
My webcam now works!!!
DELL-Nat M
Community Manager
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2.8K Posts
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November 14th, 2023 15:43
Hi all! Exciting news, the new driver is now available - Intel 2D Imaging/MCU/Visual Sensing Controller Driver for Camera RESTART REQUIRED!
To optimize compatibility, exclusively download additional drivers from the Dell website.
We invite you to test this new version and share your valuable experience with us.
Thank you for your patience.
(edited)
DELL-Nat M
Community Manager
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2.8K Posts
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January 26th, 2024 15:36
Hi all,
Follow these steps to ensure the Windows Hello operation: (infrared camera)
- Reinstall the camera driver version A03.
- Ensure that all Chipset drivers are properly installed (Intel chipset device software and Integrated Sensor Solution driver). Use SupportAssist or Dell update for the same.
- If the above steps didn’t solve the issue, please contact tech support by clicking on Get Help Now as this might need an OS installation followed by LCD replacement.
(edited)
dan_w10
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October 19th, 2023 13:33
Also have XPS PLUS 9320 and my camera has stopped working today - had a few blue screens, reset the laptop, now have a Power Failure message for the camera...
lisita
4 Posts
0
October 19th, 2023 17:20
I'm experiencing this too. Extremely inconvenient as video calls are my entire job. Looks like there's a Reddit thread about this as well. https://www.reddit.com/r/Dell/comments/17al8oo/did_the_latest_update_break_the_camera_for_any/?sort=new
boneinribi
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8 Posts
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October 19th, 2023 18:32
I am having the same issue.
x0rk
3 Posts
1
October 19th, 2023 18:39
just spent 40min on remote support with Dell, they tried everything from updating BIOS, drivers, troubleshooting etc. nothing helped. They will be sending out a technician to replace the whole LCD panel. Seems like the new update is bricking the webcam. Not exactly the solution I was hoping for. Considering i need the cam every day i have no option just to replace it.
Biff_Chippenkipper
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October 19th, 2023 18:42
The update completely bricked the camera for me, zero physical damage so i refused the option suggested that they replace the camera, customer service clearly had no idea what was going on.
We need a patch fix asap as eventually every single XPS Plus is going to have this situation shortly.
wding
2 Posts
1
October 19th, 2023 18:52
I am having the same issues here!
metawrk
6 Posts
2
October 19th, 2023 19:35
I'm in the same boat. And I'm having a hard time believing a bad driver is leading people to have screens replaced. That's absolutley nuts.
brianberg05
1 Message
1
October 19th, 2023 20:02
I am having the same issues here!
Xps9320
1 Message
1
October 19th, 2023 20:06
I'm having the same bad experience with webcam!!!! Please fit the driver Dell team!
(edited)
LFBERLUCCI
3 Posts
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October 19th, 2023 20:37
I also have the same problem too. I needed to make a full clean format and installing win 11. Deactivate the drivers update from Windows Update. There also a driver update in supportassist causing some troubles. This update are detected as a trojan (Intel 2D Imaging/MCU/Visual Sensing Controller Driver for Camera).
Both XPS 9300 and XPS 9320 have problems with the webcam. It's not the first time and I've even had to change notebooks due to a driver error that Dell didn't know how to fix.
K8LC
7 Posts
1
October 19th, 2023 22:33
I have the same problem too (9320 plus). Surely you should be able to trust an Update! As this isn't the fault of the user, surely Dell need to pay for the cam fix/replacement or provide a new update asap?
Any advice on what next steps should be to get this sorted?
Many TIA