User Video stops once admitted into meeting

[gmf051681]

We have a user that is joining into WebEx meetings.  She can see her picture prior to clicking join the meeting and when she does, her video goes to an icon like video isn't being shared.  All other users in the meeting that are sharing video also show as just their standard icon photo like their video isn't being shared as well.  Has anyone run into this issue before?

I was connected to the user looking at their screen through one of our desktop support applications and I could see her video and as soon as I admitted her into my personal room, her video went to her initials and mine went to my stock photo I have uploaded.

Thanks.

[Tom.B]

I, too, have this same problem. I'm using a Macbook Pro, so I doubt it is related to graphics card problems.

[Tom.B]

I have a Netgear XR500 gaming router. It apparently has a bug that requires one to reboot it when this happens.

[Cole Callahan]

Hi @gmf051681 ,

This is an interesting issue, but I may be able help. I am wondering if this is a graphics card issue, since it is only happening to one user.

Please check if the graphics card used by the user is an Nvidia graphics card. The issue may have been caused by the setting of the NVIDIA video adapter.

Try to set GPU Preference Emphasizing to Performance mode.
Ref to: https://www.youtube.com/watch?v=H2067V_DXUw

Updating the graphics card driver may also help to fix the issue.

[Cole Callahan]

Here is a post where other users dealt with a similar issue - https://community.cisco.com/t5/webex-meetings-and-webex-app/webex-video-pictures-are-scrambled/td-p/4081210

Hope this helps. If this doesn't solve your issue, let me know and we can explore other possibilities.