This article covers basic troubleshooting steps for sharing webcam video in a Webex Meeting and data to gather before contacting support.

Unable to send video - Blank screen when turning on video / Webcam not detected / Option Grayed Out / Other error messages.

 

Troubleshooting Tips:

1. If the issue is affecting multiple participants, check for the Service Status.
2. Is the Start Video option available (not grayed out) in the meeting? If it is not available:

• Check if the necessary entitlements and session types are enabled on Control Hub. You may have to contact your administrator to get it validated. Click here: Contact information for the Webex site administrator.
  • If it is enabled, conduct a test meeting using the other session type and try to reproduce the symptoms.
  • If not, contact the administrator to enable them from Control Hub: Edit service licenses in Control Hub for individual users.
• External users can be restricted from joining meetings. Make sure users are not restricted: Restrict | Webex Meetings in Control Hub.
• Check to see whether the user's account has a Settings Template that disables this feature. Click here to Configure settings templates.

3. Has the Host disabled the option to turn on the video.

4. Is the webcam included among the cameras in the Webex Video Settings?

• If it's an external webcam, disconnect and replug it.

5. Is another third-party program using the webcam, such as Skype, MS Teams, or Zoom?
   • If so, quit the third-party program and try to leave and rejoin the Webex Meeting.
6. Is the webcam detected by other programs such as Photo Booth or webcam applications?
   • Please contact your local IT department or the device manufacturer if other apps are not detecting it.
7. Search for the error message on help.webex.com. If you find an article on the same issue, follow the instructions outlined in the article.
8. Does the issue occur even when using the Web App? Get started with the Webex Meetings web app.
   • Has the Webex website been granted permission to access the webcam on the browser?
9. Uninstall the meeting application. Run the Meeting Services Removal Tool or Mac Cisco Webex Uninstaller.

• Manually download the Meeting / Event / Training application from the site where the user is trying to start or join the meeting. Open your Webex site URL? (example: SITENAME.webex.com) and go to Download.

• Contact local IT for assistance if the user does not have administrative privileges to install the program.

10. Verify if security software is installed on the computer preventing the meeting from launching. Please temporarily disable it and verify if the issue persists.
11. If you are using a VPN connection/proxy, try to start or join the meeting after disabling the VPN connection/proxy. How Do I Reset the Browser Proxy Settings Using the Command Prompt.
12. Try on a separate device connected to the same network.
    • If the problem happens on another device, try a different platform on the same network (for example, macOS, Windows 10/11, mobile OS, and so on).
    • Try it on a different network (for example, connect your device to a mobile hotspot or router).
      • If the problem is network-related, contact your local IT and share these articles: WBX264 / WBX000028782.

Still having issues?

Please gather the following information and contact Webex Technical Support.

1. How are you trying to start or join the meeting? (Meeting Application, Webex App, Web App, Mobile App, or Video Endpoint?). Click here to learn more.
2. What is the exact error message displayed?
   • Take a Screenshot of the error message (if any).
3. What is the Meeting / Event / Session number?
4. Email address of the affected user.
5. What is the Webex site URL? (example: SITENAME.webex.com)
6. What is the Webex Meeting application version?

7. Scope of the issue:
   • How many users are impacted? Are the affected users working in the same workplace or linked to the same network?
   • When did the problem first appear? Has it ever worked before?
     • If it worked in the past, were any changes made (OS/network/browser/user account/org settings/site upgrade)?
8. Is the problem present at all meetings or only at certain ones?
9. What operating system and browser are being used?
   • If the user is using macOS, have the OS permissions been granted?
10. Does the user have administrator privileges to install software on the computer?
11. Is the user working from home, the workplace, or some other location?
12. Is the user connected to a VPN or a proxy? How Do I Reset the Browser Proxy Settings Using the Command Prompt
13. Is the user using a wired or wireless connection?

Video latency / Quality issues / Choppy video / Audio Video sync issues

Troubleshooting Tips:

1. If the issue is affecting multiple participants, check for the Service Status.
2. Click the dropdown next to Start video in the toolbar > Video Settings - Try reducing the camera resolution.

• Also, if the user is using a virtual background, see whether the problem improves when the virtual background is disabled.

3. Is the option for High-Quality and High-Definition video enabled or disabled on the Control Hub? Click here to check.
   • Also, verify if the option has been enabled or disabled for the user on the administration page.
   • Are there any collaboration restrictions applied on the admin page? Restrict | Webex Meetings in Control Hub.
   • Check to see whether the user's account has a Settings Template that disables this feature. Click here to Configure settings templates.
4. Is your device compliant with the Webex system requirements?
5. Does the user’s network meet the bandwidth requirements? Click here to check the minimum bandwidth.
6. Run network speed tests to verify if the network speed is stable and consistent. Click here to run the test.
7. Examine the facts provided by the Health Checker.
8. Examine the data displayed in the Audio and Video Statistics Window. Click here to check the audio and video statistics of your Cisco Webex Meeting.
9. If you are an administrator or are working with an administrator, you may access Advanced diagnostics and troubleshooting in Control Hub.
10. If you are using a VPN connection/proxy, try to reproduce the issue after disabling the VPN connection/proxy: How Do I Reset the Browser Proxy Settings Using the Command Prompt
    • If the problem is related to the VPN or Proxy, contact your local IT and share these articles: WBX264 / WBX000028782.
11. Try on a separate device connected to the same network.
    • If the problem happens on another device, try a different platform on the same network (for example, macOS, Windows 10/11, mobile OS, and so on).
    • Try it on a different network (for example, connect your device to a mobile hotspot or router).
      • If the problem is network-related, contact your local IT and share these articles: WBX264 / WBX000028782.
12. Verify if the issue is replicated while using the Web App: Webex Meetings web app.
13. Uninstall the meeting application. Run the Meeting Services Removal Tool or Mac Cisco Webex Uninstaller.
    • Manually download the Meeting / Event / Training application from the site where the user is trying to start or join the meeting. Open your Webex site URL? (example: SITENAME.webex.com) and go to Download.

• Contact local IT for assistance if the user does not have administrative privileges to install the program.

Still having issues?

Please gather the following information and contact Webex Technical Support.

1. How are you trying to start or join the meeting? (Meeting Application, Webex App, Web App, Mobile App, or Video Endpoint?). Click here to learn more.
2. What is the exact error message displayed?
   • Take a Screenshot of the error message (if any).
3. Is the issue related to sending video, receiving video or both?
4. Does the user experience similar issues on other 3rd party services?
5. What is the Meeting / Event / Session number?
6. Email address of the affected user.
7. What is the Webex site URL? (example: SITENAME.webex.com)
8. What is the Webex Meeting application version?

9. Scope of the issue:
   • How many users are impacted?
   • Are the affected users working in the same workplace or linked to the same network?
10. When did the problem first appear?

• Has it ever worked before?
• If it worked in the past, were any changes made (OS/network/browser/user account/org settings/site upgrade)?

11. Is the user sharing webcam video while using a Virtual Background? If yes, can the problem be reproduced when the virtual background is turned off?
12. Is the problem present at all meetings or only at certain ones?
13. What operating system and browser are being used?
14. Does the user have administrator privileges to install software on the computer?
15. Is the user working from home, the workplace, or some other location?
16. Is the user connected to a VPN or a proxy? How Do I Reset the Browser Proxy Settings Using the Command Prompt
17. Is the user using a wired or wireless connection?

Unable to Turn on Virtual Background

Troubleshooting Tips:

1. If the issue is affecting multiple participants, check for the Service Status.
2. Is the option to choose a virtual background available in the meeting? Click here to learn more.

• Has the option been disabled on the administration page? See the below articles:
  • Configure virtual backgrounds for Webex App users.
  • Enable Virtual Backgrounds for Cisco Webex Meetings, Events, and Training.

3. Is the device compatible with the system requirements for using virtual backgrounds?
4. Is there virtual webcam software installed on the computer?

• If yes, disable it and verify if that resolves the issue.

3. If applicable – What type of virtual background you are trying to use – Blur effect, static background, video background, custom uploaded image? 
   • Try to use a different type of background.
   • If it is an issue related to a custom background, does it meet the system requirements?
4. Search for the error message on help.webex.com. If you find an article on the same issue, follow the instructions outlined in the article.
5. Examine the data displayed in the Audio and Video Statistics Window. Click here to check the audio and video statistics of your Cisco Webex Meeting.
6. Try on a separate device connected to the same network.
   • If the problem happens on another device, try a different platform on the same network (for example, macOS, Windows 10/11, mobile OS, and so on).
   • Try it on a different network (for example, connect your device to a mobile hotspot or router).
     • If the problem is network-related, contact your local IT and share these articles: WBX264 / WBX000028782.
7. Uninstall the meeting application. Run the Meeting Services Removal Tool or Mac Cisco Webex Uninstaller.
   • Manually download the Meeting / Event / Training application from the site where the user is trying to start or join the meeting. Open your Webex site URL (example: SITENAME.webex.com) and go to Download.

• Contact local IT for assistance if the user does not have administrative privileges to install the program.

Still having issues?

Please gather the following information and contact Webex Technical Support.

1. How are you trying to start or join the meeting? (Meeting Application, Webex App, Web App, Mobile App, or Video Endpoint?). Click here to learn more.
2. What is the exact error message displayed?
   • Take a Screenshot of the error message (if any).
3. What is the Meeting / Event / Session number?
4. Email address of the affected user.
5. What is the Webex site URL? (example: SITENAME.webex.com)
6. What is the Webex Meeting application version?

7. Scope of the issue:
   • How many users are impacted?
   • Are the affected users working in the same workplace or linked to the same network?
8. When did the problem first appear?

• Has it ever worked before?
• If it worked in the past, were any changes made (OS/network/browser/user account/org settings/site upgrade)?

9. Is the problem present at all meetings or only at certain ones?
10. What operating system and browser are being used?
11. Does the user have administrator privileges to install software on the computer?

Virtual Background Does Not Work as Expected – It Covers a Portion of the Face or Does Not Cover the Entire Background

Troubleshooting Tips:

1. What virtual background are you trying to use – Blur effect, static background, video background, custom uploaded image?
   • Try to use a different type of background.
   • If it is an issue related to a custom background, does it meet the system requirements?
2. Is the user following the best practices listed in the article: https://help.webex.com/article/80jduab
   • Ask the user to sit at a different location and test to see if it makes a difference.
3. Examine the data displayed in the Audio and Video Statistics Window. Click here to check the audio and video statistics of your Cisco Webex Meeting.
4. Try to use a different camera (if available).
5. You can try it on a separate device connected to the same network.
   • If the problem happens on another device, try a different platform on the same network (for example, macOS, Windows 10/11, mobile OS, and so on).
   • Try it on a different network (for example, connect your device to a mobile hotspot or router).
     • If the problem is network-related, contact your local IT and share these articles: WBX264 / WBX000028782.
6. Is there virtual webcam software installed on the computer? If yes, disable it and verify if that resolves the issue.
7. Run network speed tests to verify if the network speed is stable and consistent. Click here to run the test.
8. Examine the facts provided by the Health Checker.
9. Uninstall the meeting application. Run the Meeting Services Removal Tool or Mac Cisco Webex Uninstaller.
   • Manually download the Meeting / Event / Training application from the site where the user is trying to start or join the meeting. Open your Webex site URL? (example: SITENAME.webex.com) and go to Downloads.

• Contact local IT for assistance if the user needs administrative privileges to install the program.

Still having issues?

Please gather the following information and contact Webex Technical Support.

1. How are you trying to start or join the meeting? (Meeting Application, Webex App, Web App, Mobile App, or Video Endpoint?). Click here to learn more.
2. What is the exact error message displayed?
   • Take a Screenshot of the error message (if any).
3. What is the Meeting / Event / Session number?
4. What is the Webex site URL? (example: SITENAME.webex.com)
5. What is the Webex Meeting application version?

6. Email address of the affected user.
7. Is the user sitting at an angle? Does the issue occur when the user is sitting straight in front, facing the camera?
8. Scope of the issue:

• How many users are impacted?
• Are the affected users working in the same workplace or linked to the same network?

9. When did the problem first appear? Has it ever worked before?

• If it worked in the past, were any changes made (OS/network/browser/user account/org settings/site upgrade)?

10. Is the problem present at all meetings or only at certain ones?
11. What operating system and browser are being used?
12. Is the user using a built-in laptop webcam or an external webcam?
13. Does the user have administrator privileges to install software on the computer?