The following sections provide troubleshooting information for common camera-related issues.

Problem

You can't see Webex Desk Camera in the camera list of your conferencing app. The camera doesn't display in the camera, audio, or video device list in Device Manager (Windows) or Hardware (Mac OS).

Solution

  • Check if the USB connection is loose or disconnected. Dirt and debris can build up in the USB port so check if the port is blocked.

  • Unplug your camera from your computer and reconnect it.

  • Try a different USB port. Make sure that the USB port is fully functional. The camera doesn't support USB ports that only deliver power.

  • Confirm that the USB cable or the connector isn't damaged. Try a different USB cable.

  • If your camera is connected to a USB adapter, make sure the USB port of the adapter provides both power delivery and data transfer.

  • Check if the USB drivers on your computer are up to date. Update them if there's a new version available.

  • If you are using a computer with Mac OS, make sure that the Webex Desk Camera app is allowed to use the camera and the microphone. Do the following actions to configure the settings:

    1. Go to Apple menu > System Preferences > Security & Privacy > Privacy.

    2. Enable Cisco Webex Desk Camera on the Camera and Microphone panels respectively.

  • If you connect the camera to the Thunderbolt port on a Lenovo computer, keep the port driver updated. Go to Lenovo Support for the driver update.


    Frame rate drop occurs when using the camera on the Thunderbolt port.

  • Restart your computer.

Problem

Your video quality that the meeting participants see is poor or subpar.

Solution

  • Check if the lens gets dirty. Clean it with a soft cloth.

  • Check your self-view image quality on the meeting app or on the camera app.

    • If the self view looks good, then the problem may be with the network bandwidth. Work with your network service provider to test your network performance and enhance the bandwidth.

      The network bandwidth determines the video resolution in Webex meetings or calls. If the bandwidth allows, the default resolution is 720P@30fps for Webex App or Webex Meetings, and 1080P@30fps for Webex Room devices.

    • If the quality of your self view looks bad, then adjust the resolution in the Webex Desk Camera app.

Problem

Cisco Accessory Hub doesn't detect the camera.

Solution

  • Check your Google Chrome version and update it to version 86 or later. Earlier versions aren't supported.

  • Enable Experimental Web Platform features on Chrome. Follow these steps:

    1. Enter chrome://flags/ in your Chrome browser window.

    2. Scroll down and locate Experimental Web Platform features, and enable it.

    3. Restart Chrome.