If you're having issues with getting your camera connected.
Here is how to troubleshoot the most common camera issues.
Update your browser:
First of all, make sure you are using supported browsers. Update your browser to get the latest software fixes. Learn more about supported browsers.
Test your camera:
Make sure your camera is tested before the presentation. Follow the steps below to test your camera.
Step 1: Open the Devices Settings window
Click on the cog icon in the Control Bar inside the Presenter Console.
Step 2: Select the camera you want to use
If you have multiple cameras in the Camera selector, choose the one you will use.
Step 3: Preview your camera
On the left side of the Device Settings window, you should be able to preview the camera.
If your camera is not working as expected, see the common issues below and follow the steps to troubleshoot.
Common issues:
My camera is not showing up in the Device Settings window:
If you do not see your camera in the Camera selector in the Device Settings window, it is most likely that your device is not connected properly or there is a permission issue.
Step 1: Make sure your camera is connected properly
If you are using an external camera, make sure it is plugged in. Try unplugging and replugging in your camera. Or, try using a different port if possible. Also check that your camera is turned on.
Step 2: Make sure to allow access to your camera when prompted
When the first time you open the Device Settings window, the browser will ask you if you want to allow or block the Presenter Console to access your camera. Make sure to click the Allow button. Learn more about browser permission settings.
Step 3: Enable camera access in your operating system
If you are still not seeing your camera in the list, it is possible that your browser has not been given permission to access it. Make sure you have enabled the browser to access your camera in your operating system settings. Learn more about enabling your browser to access your device.
Step 4: Make sure no other applications currently access your camera
Too many applications trying to access your camera can cause an error with the built-in camera functionality. Also, occasionally, a third-party application may cause the camera to stop working.
On Windows, close applications that might use your camera in the Task Manager window.
On macOS Monterey and below, you can restart your camera by using a command line. You may need administrative privileges on your computer to do this.
Go to Applications > Utilities and double-click Terminal.
In the Terminal window, enter sudo killall VDCAssistant and press Enter.
Enter your password and press Enter.
Restart your browser.
On macOS Ventura and above, you need to restart your computer.
The camera is showing black in the preview window:
If you see the camera preview in black, it means the Presenter Console is unable to collect the stream from the camera. Others will not be able to see you on the screen.
Follow the steps below to troubleshoot.
Step 1: Check if there’s a camera hardware issue
Open the built-in camera app, like Camera on Windows or Photo Booth on macOS. If the camera’s self-preview shows your image, it means there is no issue with the camera hardware.
Step 2: Check if your camera is covered
If your camera has a cover, make sure the cover is removed.
Step 3: Check your camera’s privacy settings
Some camera devices have a privacy switch. If your camera has a privacy switch, make sure it is turned off.
Step 4: Close other applications
If your camera is working in other apps and the settings are correct, try closing any other applications that might be using the camera.
Step 5: Clear browser cache and restart your browser
If the issue persists, clear the browser cache and restart your browser in the following ways;
Chrome: Type in chrome://restart to fully restart your Chrome
Microsoft Edge: Type in edge://restart to fully restart your Edge
Firefox: Type in about:profiles and then click Restart normally…
Note: Quitting the browser might not resolve the problem because the browser’s extensions or add-ons might not be reset correctly.
After restart, open the Presenter Console in a private or Incognito window. Run the test again inside the Device Settings window, if you can see the camera preview, the issue may be due to a browser extension. Disable any browser extensions to see if this solves the issue.
Step 6: Restart your computer
If after restarting your browser you still cannot be heard, restart your computer.
A presenter is not seen on camera during the presentation:
When a presenter cannot be seen during a presentation, there could be different causes.
Follow the following steps to troubleshoot.
Step 1: Make sure the camera is unmuted
If the camera is muted, you will see the muted: 
If you are helping another presenter, you can check the camera mute status from the Presenters List. Make sure to unmute the camera.
Step 2: Make sure the correct camera is selected in the Device Settings window
If the camera device is not muted, make sure the correct camera device is selected in the Device Settings window.
Step 3: Make sure the camera preview works in the Device Settings window
Ask the presenter whose camera cannot be seen to verify that the camera preview works in the Device Settings window. If the preview does not work, follow the steps here to troubleshoot.
Step 3: Make sure the presenter is added in the layout
If you can see the preview in the Device Settings window and your camera is not showing up on the screen, check if a layout other than the default layout is being used and you have been assigned to that layout. If you are not being assigned to the layout, you will need to be added to that layout to show up on the screen.
Step 4: Make sure the connection is not blocked
If the camera preview is working and the presenter has been added to the layout or the default layout is being used, click on the network status icon to open the Network Status window inside the Presenter Console and check if the video upload speed is zero.
If you see no video being uploaded, it is likely a network connection issue. You need to contact your network administrator to check the network setup. Learn more about preparing your network.
A presenter’s camera is frozen on the screen or the audio/video is out of sync:
When a presenter’s camera is frozen on the screen, there could be different causes.
Follow the steps below to troubleshoot.
Step 1: Check if you have a strong connection
Poor network performance is a major cause of camera issues and usually it will cause the camera to freeze. Try the following to options:
Run a speed test to ensure you have a strong network connection and low latency. Observe the bandwidth and latency over time to make sure you have a stable connection, which is required for presenting with camera enabled.
Use a wired connection, if available, to see if the camera issue is gone.
Use a 5 GHz Wi-Fi connection instead of the more heavily used 2.4 GHz band.
Step 2: Disconnect from VPN
If you are connected with VPN, the VPN routers traffic through an additional network location and may delay video transmission to and from your computer. Try the following options:
Temporarily disconnect your VPN and reconnect in the Presenter Console.
If the camera issue is gone, complete the presentation without VPN.
Remember to disconnect the VPN in future presentations.
Ask your IT or VPN service provider to change your VPN configuration to allow webinar.net traffic to bypass the VPN. They may need to obtain information on the outbound ports, allowlisted URIs, and IP ranges. Refer them to the Prepare your network document.
Step 3: Close other browser tabs and applications
Too many browser tabs and open applications can result in high CPU usage and it will cause the camera issue. Try the following options:
Close non-essential tabs.
Close other applications, especially those that might use the camera.
Step 4: Check antivirus, firewall, and other security software
Antivirus software, firewalls, or other security devices that inspect or alter the traffic before routing it onward may cause camera issues. Try the following options:
Temporarily disable antivirus software to see if it fixes the issue.
Contact the network administrator to see if there is antivirus, firewall, or other security software that inspects the traffic. Have your admin read Prepare your network document.
Step 5: Check your device and video quality
If you are on an old computer, switch to a new device if applicable. Learn more about the hardware requirements.
If you are using a laptop, check if it is low in battery.
If you are running an HD camera, reduce the video quality to Standard in the Device Settings window to see if it fixes the issue.
Old webcam mute image is showing up:
After uploading a new webcam mute image and the camera is still showing the old image, it is most likely there are presenters who connected before you uploaded the new image and are still connected.
To fix this issue, ask all the connected presenters to disconnect and then rejoin.
Unable to see camera on macOS with Continuity Camera enabled:
When you use macOS and you have the Continuity Camera enabled on your iPhone, you need to tap Disconnect.
To prevent your Mac from recognizing your iPhone as a camera or microphone, you can turn off Continuity Camera:
On your iPhone, go to Settings > General > AirPlay & Handoff.
Turn off the Continuity Camera.
If you still cannot see your camera inside the Presenter Console, you need to disconnect and refresh the page or look to possible blocks on your network.
For further assistance, contact us through chat or send us an email at support@webinar.net.