I can't see myself (only black screen) even though video is toggled on.

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I can only see a black screen. Video settings look fine and I know my webcam works. This has only recently become an issue for me. 
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Jennifer Gustavson

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Posted 10 months ago

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J.B. Ferguson, Champion

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This might sound rudimentary and certainly is not meant as a put down, but I have seen this before. Kind of like a person not being able to see the forest through the trees. My question to you is, do you have a lens cover on your webcam? Many come with it nowadays or are added on later. I once had a client who had theirs on and really hadn't thought about that as the culprit to why they had a black screen. Again, just a suggestion...nothing more.
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Jennifer Gustavson

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Thank you for your reply and no offense taken; I understand troubleshooting. No, camera works and my little green light (built in camera) is on, but black screen. I can confirm this too because my camera app, the video/lens works perfectly. 

Also, the video function in Ring Central was working fine about a week ago and suddenly isn't. 
(Edited)
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J.B. Ferguson, Champion

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Okay...thank you for understanding. Sorry, but other than that I have no answer other than the camera may now be defective. Things can happen seemingly overnight with electronic technology as I'm sure you know. Do you have another camera you can test with RC Meetings to see if you get the same result?
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Mark Bartoszek

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If you're saying that the camera app works fine, but Meetings does not, try reinstalling Meetings.
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Jennifer Gustavson

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Thank you Mark. I actually tried that too and didn't work. 
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Jennifer Gustavson

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This reply was created from a merged topic originally titled I can't see myself (only black screen) even though video is toggled on..

I can only see a black screen. Video settings look fine and I know my webcam works. This has only recently become an issue for me. 
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Mark Bartoszek

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Open the Meetings app, go to Settings>Video and click on the troubleshooting link on the bottom. Follow those steps. If it still doesn't work, I would plug in a separate webcam and see if it works. If it does, try seeing if there are drivers available for your laptop model and install them.
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Victoria Lai

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I just wanted to see if you ever found a solution to this? I have a more recent Macbook, and I am experiencing the same issue. It says I'm showing my camera, but the light doesn't come on and my video in the meeting is just blank.

Mark's suggestion above isn't available in my video settings for some reason.
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Mary Rose, Official Rep

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Hi Victoria!

Have you already tried to uninstall/reinstall your app?
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Erika Simon

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I'm having the same exact issue as Victoria. And yes, I've uninstalled/ reinstalled my app.
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Erika Simon

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Hello, I am having the same exact issue. I have uninstalled and re-installed the RingCentral app 3 different times. My webcam works perfectly with other apps. I have a 2019 MacBook Pro with Catalina. Thoughts?
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Dustin Chapman

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Also getting the same problem on an iMac. 
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Mary Rose, Official Rep

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Hello!

Please coordinate this with our Technical Support so that they can check and isolate the issue as more of you are having the same problem. 


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Ian Moffat

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Having the same problem here. 2019 Macbook Pro running Windows 10 Bootcamp.

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Victoria Lai

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I feel really silly that I didn't catch this, but for all Mac users, make sure RingCentral is provided access to your laptop camera.

 > System Preferences > Security & Privacy > Camera 

Ensure the checkbox corresponding to RingCentral is checked.





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Emily Glick

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These users are using WINDOWS from a Mac via BootCamp, so the above is not applicable. I also need a solution to this - all other Windows apps can access the FaceTime HD camera, but just not Ring Central. Any ideas?
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Victoria Lai

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Most of the others were asking about macOS.

Maybe this can help? https://kb.parallels.com/en/124533
It's about Parallels instead of Bootcamp, but maybe the same steps apply.
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Erika Simon

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Victoria Lai, this worked for me! Thank you so much for posting the screen shot. Problem solved for me.
Erika (MacBookPro Catalina)
(Edited)
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jd

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Thanks Victoria!  This fixed it for me.  Screenshot super helpful too. (MacBook Pro 2019, Catalina)
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RonMaryRocz

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Worked for me to on a 2020 New Macbook Pro Catalina
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Ian Moffat

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Thank you but none of the above worked for me. HD Camera activates when I start video as the green light comes on, but it's just showing a black screen for my video on my laptop and on everyone else's screens. I can see everyone else's video just fine, including my own if I use my iPhone to connect. It's only my Macbook Pro running Windows 10 via Bootcamp that isn't working. Thanks to anyone who can shed light on this or at least confirm they have a similar set up and it's working.
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Ian Moffat

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One more thing on this, I have now tried Teams and Zoom, both of which worked fine, which leads me to believe this is a software issue with RingCentral Meetings rather than a Bootcamp/Windows driver issue.
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Kurt Johnson

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I have this exact same issue - Windows 10 on Bootcamp shows black screen when video is on. RingCentral Meetings runs fine in MacOS. Windows 10 Bootcamp on a 2019 MacBook Pro meetings running Teams, WebEx - all work fine. Updated drivers using USB Stick and Bootcamp Assistant - nothing has enabled video in RC Meetings.
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Jenn, Official Rep

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Hello Everyone,

I would highly suggest creating a case so our Phone Support will be contacted you at your most convenient time.



Thanks! 
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Jennifer Gustavson

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Hi all, OP here. I just wanted to share the solution that worked for me thanks to my IT guy at my company. I operate windows on a macbook pro. 

1. Shut down your Mac. Press and hold the power button for 10 seconds, then restart and if that doesn't work try:

2. Turn on the laptop and let it go to the login screen. At the log in screen,  press and hold down the power button. As soon as you see it shut down, keep holding the power button for another 30 seconds. Let go and power back up. I hope this helps!
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Victor Fiss

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This solution works - however when you open other apps like Teams or Skype, camera stops working right away. Also this issue happens only on newer Macbook Pro devices. 

Definitely it is how ringcentralmeeting is invoking the printer driver. 

Till them a good option still is use Parallels Desktop so proper camera driver is available.