Hello,
I work in the IT department for the University of Maryland Medical System.
I'm currently attempting to assist an end user who is experiencing issues with her internal HP webcam randomly turning off during video calls, and most importantly, meetings.
Sometimes it will turn itself off after only a few seconds. Sometimes it can take a few minutes. But it will randomly just turn the video off. I can click on "Start Video", and the webcam video will start working again. But having to do this every few minutes or every few seconds isn't reasonable.
I've looked through the Video Settings in Webex, and everything seems to check out. I turned off the fake background in case that was causing the issue, but it still persists. The end user has the latest drivers for the internal webcam, we've ran all the Windows Updates available, including the BIOS/Firmware updates, Device Manager states that the device is working correctly.
If I open the Camera Application built into Windows, the video never cuts out or turns itself off. Which leads me to believe that this is an issue within Webex itself. The end user is hardwired into our network, so it can't be a spotty wifi connection.
Has anyone else ever encountered this issue before? Or have any advice for the next troubleshooting steps I should take?
Any help or guidance would be truly appreciated. I'd like to be able to resolve this issue for the end user. Thank you for your time.
