topic Re: Failure to show video in from Mac in Webex Meetings and Webex App

Failure to show video in from Mac

Physio classes — Wed, 04 Nov 2020 11:04:22 GMT

I've been running classes for older adults, but some are having issues getting their video feed to work when running from a Mac computer.

Is there a troubleshooting guide for this sort of issue? I have only recently started to use Webex, am not that techically minded, and my patients are struggling to log in.

Re: Failure to show video in from Mac

Ashish Patel — Wed, 04 Nov 2020 11:44:13 GMT

Hi

Maybe ask the people having trouble to try a test meeting
https://help.webex.com/en-us/nti2f6w/Webex-Meetings-Join-a-Test-Meeting
To see their camera works or not
Check that the camera is an option for the user in the settings bar next to Stop Video is a drop down to select the right camera.

Sometimes it could be the Mac OS hasn't been given the permission for Webex App or Browser (if the client has joined via browser) to access the camera - see under Security and Privacy Permission Updates
https://help.webex.com/en-us/73zvl3/Support-for-Cisco-Webex-Meetings-for-macOS-Catalina

Thanks
ashish

Re: Failure to show video in from Mac

Physio classes — Wed, 04 Nov 2020 11:47:13 GMT

Brilliant, knowing about a test meeting option may be a total game changer for not just this patient but others as well.

Thank you so much!

Re: Failure to show video in from Mac

Matt_Wynd — Wed, 04 Nov 2020 12:12:21 GMT

If your campus has more than one web conferencing solution, one of the other apps could be claiming the camera. We had this problem with some Mac users when we added zoom as a campus alternative. Restarting the mac before the meeting begins is an annoying but reliable solution. (insert The IT Crowd gif here)