These troubleshooting for camera is for PC and MAC. If you or your clients use iPhone or iPad, please refer to this article to troubleshoot camera. If you need to troubleshoot camera on Android device, please refer to this article.
There are a few things to try/check should you experience camera issues during a telehealth session. Have the client sign into their client portal and click on Test Your Setup. This page will conduct tests of their equipment.
The camera test is essential here, and you should confirm whether or not you can see yourself. If you can, then they should be visible within a session. If you can't see yourself, you should click on the dropdown menu within the test to select another device (if listed) and see if that works.
Verify that you and your client are using the latest Google Chrome or Firefox version. Click on the three dots in your web browser's top right corner. Select Help > About Google Chrome. Allow Google Chrome to update to the latest version and restart the browser.
- Verify that Google Chrome or Firefox has access to your camera and Microphone. While in the session > click on the Camera icon in the Google Chrome browser located in your top right corner. Could you make sure the camera and microphone you want to use are selected?
- Check if your camera cover is not close, if it is, open it.
- If you use an external monitor for your laptop, check if the laptop is not closed, which would cover the camera
- Verify that no devices or software, such as Cyberlink, prevent the camera from starting. Please look at this article to learn how to disable the Cyberlink driver.
- Windows 10 only: In windows, search Camera privacy settings. Please make sure that allowing apps to access your camera is turned On.
- If you have multiple cameras, disable the camera that is not working. In Windows, go to Device Manager > Cameras right, click on the camera that is not working, and select Disable. Restart Google Chrome.
- If you have an anti-virus or a nanny cam software installed, check if the anti-virus is blocking access to your camera. For example, BitDefender, by default, blocks camera access in a web browser.
- Check if your browser does not lock your camera by closing and opening the browser. You can restart your computer to check if the camera is not locked by any other program installed on your computer.
Note: This article applies only to PC or Macs. If you are using an iOS device, please use the Safari browser.