StepChange Debt Charity

Camera – A guide to resolving commonly occurring issues

Summary

This guide helps resolve common issues with built-in laptop cameras, such as the camera not turning on, not being detected by apps, or showing a black screen. It includes step-by-step checks and solutions to get your camera working again for video calls and meetings.

Guide

Check if the camera is covered

Most laptops have a built-in privacy slider that physically covers the camera lens for security. These sliders can vary slightly in design, but they usually move a small amount horizontally across the lens.

• Look closely above your screen for a small sliding switch.
• Make sure the slider is moved fully to the open position, revealing the camera lens underneath.
• If the lens is still covered, the camera won’t work — even if the software says it's active.

If you're unsure whether it’s open, type camera into your windows start menu and open the app. (If you get pop up boxes when it open’s click ‘Yes’)

Then try gently sliding it side to side — you should see the lens appear when it’s fully uncovered and yourself on screen.

Privacy Slider Closed Examples

Privacy Slider Open Examples

Camera updates (HP laptop only)

On your windows start menu search for HP support assistant and open this.

Click continue as guest (in the bottom left of the screen if you get a pop up asking you to sign in).

Click on ‘Updates’ and allow it to check to see if any are available.

Next click on ‘Select all’

Then scroll down and click ‘Download and Install’

Once these are finished, please restart the laptop.

Camera Permissions

Go to your start menu and type in ‘Settings’

On the list on the left click into ‘Privacy and Security’

Scroll down to the section App permissions and click into Camera.

On here ensure ‘Let apps access your camera’ is turned on and turned on for the app your trying to use.

Next under related settings click into ‘Camera device settings’

Here you can check your connected camera’s. (If you click on the cameras name you can amend the settings)

Camera not working in one app

If your camera works in the Windows Camera app but not in another program, check that program’s video input settings (e.g., in Teams > Settings > Devices).

FAQ’S

Q: What should I do if it’s still not working?

A: Restart the laptop after these steps and if it is still presenting problems, please raise a ticket and call the service desk line as needed.

Q: I’m using a different camera, and the steps above haven’t worked, what should I do?

A: If it is step change provided equipment our IT team will be able to support, unfortunately they can only advise to a certain extent with none charity equipment. Please raise a ticket and they will let you know.

Revision History