Symptom

When attempting to use a ThinkSmart Cam, the camera is not available even though it is attached. This is generally seen when the camera is used in connection to a ThinkPad, but can also be seen when using with a ThinkSmart Hub or ThinkSmart Core. When checking Device Manager, the camera is not listed under the camera section, but appears under Other devices as WestBridge. The camera is also not listed in the ThinkSmart Cam Control App. The application displays a message to connect a device instead.

Figure 1. Device Manager

Figure 2. ThinkSmart Cam Control App

This issue occurs as a result of a failed firmware update, typically due to turning off a system while the update is being applied in the background.

Applicable Brands

ThinkSmart

Applicable Systems

ThinkSmart Cam

System Is Configured With

• ThinkPad
• ThinkSmart Hub
• ThinkSmart Core Room Kit

For more information on ThinkPad, ThinkSmart Hub and ThinkSmart Core, click: Product Specifications References (PSREF).

Operating Systems

Windows 10

Solution

If this failure occurs, the camera can be recovered using the attached tool. Use the following directions when using the camera recovery tool.

1. Click and download the following: ThinkSmart Camera WestBridge Recovery Tool and unzip.
2. Once unzipped, right-click the file InstallCyUSB3nUpdateFW.bat and select Run as administrator.
3. Select Yes if presented with a prompt asking if you would like to allow the app to make changes to your device.
4. Follow prompts given in update tool.
5. When the tool is complete, the final prompt will show asking to press any key to continue. Review this page to ensure step 1 and 2 are marked as successful.

Additional Information

If your device continues to fail after completing the update file, please contact Lenovo support.

If the camera is operating properly after running the recovery tool, a user will see a similar screen to that shown below in the ThinkSmart Cam Control application.