Hello @Xinli2
Thank you for posting on the Intel® communities.
In order to review this further, could you please provide us with the following details?
1- Is this a new system? Did the laptop's camera work fine before or are you experiencing this issue since the first day that you have the laptop?
2- If this worked fine before at any moment, were there any recent hardware or software changes that might relate to the point when the issue started? (For instance, Windows*, BIOS, driver, or software updates?)
3- Just to make sure, do you get this error message when trying to use the Laptop's built-in camera with the "Microsoft* Windows's Camera App"?
4- Do you have the same issue if you try to use the Laptop's built-in camera with different apps? For instance, with video calling apps like Skype*, Microsoft* Teams, Zoon* Meeting, Google* Duo, etc?
5- In Windows* Device Manager under "Cameras" do you see the entry related to the Camera device? Does the device have an exclamation mark error (yellow bang) or an error code?
6- Run the Intel® System Support Utility (Intel® SSU) to gather more details about the system:
- Download the Intel® SSU and save the application on your computer
- Open the application, check the "Everything" checkbox, and click "Scan" to see the system and device information. The Intel® SSU defaults to the "Summary View" on the output screen following the scan. Click the menu where it says "Summary" to change to "Detailed View".
- To save your scan, click Next and click Save.
- Once you have saved the file (.txt file), please attach it to your reply.
To upload and attach a file, use the "Drag and drop here or browse files to attach" option below the response textbox.
Best regards,
Andrew G.
Intel Customer Support Technician
