Error: We couldn't find your camera

 

You will see this error message when Highfive is unable to detect your computer's camera.

 

 

Troubleshooting steps

 

  1. Make sure the correct camera is selected in Highfive by clicking on the gear icon in the bottom-lefthand corner of the Highfive window while on a call.
    • This is especially true for users who have multiple webcams. For example, a setup that includes a built-in laptop camera and external camera sitting on top of a monitor.

      Settings_Camera.png

  2. Run the WebRTC test found here: https://test.webrtc.org/
    • Highfive is built using the WebRTC platform, which this test is designed for.
    • A properly working camera will be indicated by a green box around the Camera tests section. 
      WebRTC_Camera_Success.png

  3. If available, see if any other video applications have trouble using your camera. 
    • Windows computers often come with their own built-in manufacturer webcam software and Macs all come with the Photo Booth app installed.
    • If other applications are also unable to use your camera, this is a sign of a larger issue and your computer needs to be checked out by your IT team or desktop administrator. 
      • Examples:

        PhotoBooth.png Photo Booth on macOS

        LenovoCommunicationsUtility.png Lenovo Communications Utility on Windows

  4. Restart your computer.
    • Rarely, certain processes may get hung up on your computer, preventing Highfive or other applications from using your camera. Restarting can help out in some of these cases. 
  5. For Google Chrome users, make sure Highfive camera permissions are not blocked. You can look for this under: 
    • Settings > Advanced > Content > Camera

      Chrome_Allow_Camera.png
  6. Check for any available camera driver updates on your computer.
    • If you are unsure how to do this, check with your IT team or desktop administrator for assistance. 
  7. Verify that no anti-virus settings are preventing Highfive from accessing your camera.
    • If you are unsure how to do this, check with your IT team or desktop administrator for assistance. 

 

 

Brian Huynh -

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