Intel® Arc™ & Iris® Xe Graphics - Windows - Integrated webcam issues

[MatthewRo]

Good afternoon, 

Following the installation of Intel® Arc™ & Iris® Xe Graphics - Windows, all integrated Camera's on  Dell Latitude 7450's running Windows 11 23h2 have stopped working correctly. 

Symptom:

When utilising the camera in the following apps -Camera App, Zoom, Google Meet, Teams-the camera will be enabled and selected, but no image will be previewed or sent. For Camera app the window is solid black with no preview. 

Steps taken:

OEM Driver Updates, OEM OS Repair/recovery tool in the Bios. 

DDU 

Re-image using USB

SFC & DISM commands 

Device manager- Disabling/Re-enabling, Uninstalling and manually adding drivers. 

[JeanetteC_Intel]

Hello MatthewRo,

Thank you for posting in Intel Communities.

I just hope to inform you that, Intel provides generic versions of software and drivers.

• Your computer manufacturer may have altered the features, incorporated customizations, or made other changes. 
• If you have an OEM device, it is best to contact Computer Manufacturer Support Websites for the best driver compatibility with your system.

To get a better understanding of the issue and be able to provide an effective recommendation, please provide the missing key information here:

1) Was the camera (on all apps e.g. Zoom, Google Meet, Teams, previously working fine prior to the driver update? Can you confirm that the camera issue (black screen with no preview) started after updating your Intel® Arc™ & Iris® Xe Graphics?

2) Additionally, we highly appreciate you sharing your system configuration so we can fully check and provide you with an accurate fix. This could be possible by downloading the Intel® System Support Utility for Windows* software. When the download is complete, launch SSU.exe.

1. Scan: Check the box Everything.
2. Click Scan.
3. Review: When finished scanning, click Next.
4. Click Save (.txt). Attach the SSU log file as you reply.

I will wait for your reply.

Best regards,

JeanetteC.

Intel® Customer Support Technician

[MatthewRo]

Hi Jeanetta, 

The OEM has subsequently created new driver packs that remediated the issue. 

This is no longer required. 

Kind regards

Matthew

[Nicolas21]

Hi,

I have currently the same issue with Dell Latitude 7450 running Win 10.

Got the same kind and reply. I had to update the video card driver because of Slowness encountered in Citrix but now we got only black display screen from the camera.

[JeanetteC_Intel]

Hello Nicolas21,

Thank you for posting in Intel Communities.

I understand that you are facing the same issue with your Dell Latitude 7450, however, I kindly request that you create a new thread for your case. This will allow us to focus on your specific problem and provide you with better assistance.  

Sincerely,

JeanetteC.

Intel Customer Support Technician

[JeanetteC_Intel]

Hello MatthewRo,

Were you able to check the previous post? 

Let us know if you have any questions.

Best regards,

JeanetteC.

Intel Customer Support Technician

[JeanetteC_Intel]

Hello MatthewRo,

Thank you for sharing this update. I will now proceed to close this thread.

If you need any additional information, submit a new question, as this thread will no longer be monitored.

Sincerely,

JeanetteC.

Intel Customer Support Technician