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Troubleshoot UberConference Video Not Working

Authored by:
Support.com Tech Pro Team
This Guided Path® was written and reviewed by Support.com’s Tech Pro team. With decades of experience, our Tech Pros are passionate about making technology work for you. We love feedback! Let us know what you think about this Guided Path® by rating it at the end.

Introduction

You've opened UberConference using the web browser you normally do. You've joined the meeting you were scheduled to join. For whatever reason, your camera isn't working, or the quality is so poor that it's not worth having on. You're confused. Why all of a sudden is the camera having trouble?

UberConference is a web browser-based video conferencing service. The most common issues reported related to video involve the camera not working or very poor video quality. Whether you're using a Windows PC, Mac, or your smartphone or tablet, this guide will help you:

  • Check the status of your camera
  • Make sure UberConference is using the right hardware
  • Make sure that hardware is up-to-date
  • Make sure your browser is able to access the camera
  • Improve the picture quality of your camera
Uberconference banner

1 My Camera Does Not Work

While meeting hosts do have the ability to restrict others from using their cameras during a meeting, you should not otherwise have any issues doing so. If you're unable to get your camera to function during an UberConference meeting, we recommend trying the following solutions.

Check the status of your camera within UberConference

The camera status button within the UberConference window is easy to spot. It will be displaying one of two statuses. Depending on how the meeting you've joined has been set up, your video may be started for you automatically, or you may need to enable your video manually after joining.

  1. You can easily check the video status by looking at the icons at the bottom.
    UberConference button locations
  2. The video icon has two different meanings:
    Your Camera is Turned On
    If you see a black camera on a white background, it means your camera is working and others should be able to see you. You'll also be able to see your video feed.
    Camera is turned on with an image of the video
    Your Camera is Disabled
    If you see a white camera with a white strikethrough on a red background, it means you aren't allowed to use your camera.
    Disabled camera
  3. Click the camera button to toggle between starting and stopping your camera video.

Check camera settings and/or permissions

UberConference has the ability to select specific cameras and audio devices connected to your machine. Because UberConference is running from a web browser, it must request your permission via your web browser to access that hardware.

  1. When UberConference attempts to access your camera or microphone hardware, you'll be asked permission via your web browser. In order for UberConference to function properly, you must click Allow.
    Allowing the device
  2. Under the Camera dropdown menu, make sure the correct camera has been selected.
    Selecting camera
  3. If UberConference is able to access your camera, you'll be able to see your camera's picture on-screen. The camera icon will also be displayed, confirming it's on.
    Picture of the camera feed
  4. If the camera isn't responding, make sure that any other program that might use it such as Skype, Hangouts, FaceTime, etc. isn't using it, or is completely closed.

    In some cases, if another app was already using the camera, you may need to close and reopen UberConference for it to be able to successfully access the camera.

  5. If your machine is using an external camera and UberConference still cannot make use of it, check its USB connection.
    • Make sure the USB cable is fully plugged in.
    • If the connection seems fine, try a different USB port.

      Make sure you close UberConference before doing this, and only open it after the camera is plugged back in.

      USB port and connector
  6. If the camera still isn't responding at all, or if you're receiving an error message, there may be a permission issue that's preventing your web browser from accessing the camera.

Make sure your camera is up-to-date or has the latest drivers

Camera issues can sometimes be caused by outdated or corrupted drivers. Drivers are specific software that tell the operating system how to operate the computer's internal components.

WindowsUpdate the Camera Driver on a Windows PC
  1. Search Device Manager.
    Windows 10 search bar
  2. Select Device Manager.
    Windows 10 search bar showing device manager
  3. Select the small arrow next to Imaging devices to expand that section. If Imaging devices doesn't show in the list, look for Cameras instead.
    Windows 10 device manager showing Imaging devices.
  4. Double click the camera to show its properties. Select the Driver tab.
    Camera properties with Driver tab highlighted.
  5. Select Update Driver.
    Driver Properties with Update Driver highlighted.
  6. Select Search automatically for updated driver software.
    Update Drivers with Search automatically for updated driver software highlighted.
  7. Windows will automatically locate any update available drivers.
    Update Drivers searching for drivers.
  8. If any updated drivers are available, you'll be offered the chance to install them. Once installed, or if none are available, close the driver updater.
    Driver up-to-date with Close highlighted.
AppleUpdate the Camera Driver on a Mac

There are two areas to check for updates for your Mac, the System Software and the Apps installed from the App Store. When you update your Mac System, it will also update your video drivers.

Update System Software

  1. Open the Apple menu, and select System Preferences.
    macOS Mojave Apple Menu with System Preferences highlighted.
  2. Select Software Update.
    Software Update Preferences
  3. Any updates to your System Software will be offered here.
    Software Update Preferences

Update App Store Apps

  1. Open the Apple menu, and select App Store.
    macOS Mojave Apple Menu with App Store highlighted.
  2. Select Updates on the left. Any updates available will be offered here.
    App Store with Updates highlighted.

2 The Quality of My Video is Bad

While you're attending an UberConferece meeting, if other participants are having difficulty properly seeing you, or if there are complaints about your video feed being blurry, fuzzy, or choppy - this may indicate that your device is struggling with the connection to the meeting room. This can be caused by a lack of system resources (processing power or memory), a poor connection to the internet, or a malfunctioning or low-quality camera. While the following solutions may not apply to the device you're using, the following can be attempted to improve your video quality during a meeting.

Close any apps your device is not using

The computer, tablet, or smartphone you're using to attend your meeting may be performing poorly due to its processor (CPU) being overworked by too many apps at once, or a lack of available memory (RAM) could be causing some slowdown. Also, if multiple apps are also accessing the internet at the same time, this could be leaving the web browser that's being used to access UberConference with very little bandwidth while you're connected to your meeting. The best way to make sure this isn't a problem for your device is to quit or close any apps that aren't being used before joining your meeting.

WindowsClose Apps on a Windows PC Closing Unused programs will give your computer more resources to use elsewhere.
  1. Press the CTRL + ALT + DEL keys on your keyboard at the same time.
    keyboard with control, alternate, and delete keys highlighted
  2. Choose Task Manager from the screen that comes up.
    Lock screen showing task manager highlighted
  3. You will see a list of programs that are open. Choose a program you are not using, and click on End Task. Repeat as needed.
    Task manager with a program and end task highlighted. Screenshot
AppleClose Apps on a Mac

When you hit the red circle to close a window, the program may still run in the background. If you run too many applications at the same time you can have issues where you run out of memory, or an open program is using a good chunk of your CPU, and decrease battery life.

There are 2 ways to close a program on your Mac. The first way is preferred.

Quit A Program Normally

  1. Look at the Dock, the bar with the icons, usually at the bottom of your screen.
    Mac Dock with running items highlighted.
    • Items that are running have a small black dot below them. Select that item to bring that App to the forefront.

Finder, the first icon on the bar, will always be running, and can be ignored.

  1. Select the name of the program from the menu bar at the top, then choose Quit.
    App menu with Quit highlighted.

Force Quit a Program

  1. Select the Apple menu, then select Force Quit.
    Apple menu with Force Quit highlighted.
  2. Select the program you are having problems closing, then select Force Quit.
    Force Quit window with app and Force Quit button highlighted.
  3. You will be prompted to confirm, select Force Quit.
    Force Quit dialog with Force Quit button highlighted.
  • Any unsaved work will be lost from a program that you Force Quit.
  • You can not close the Finder application.
AndroidClose Running Apps on an Android Device
  1. Tap Recent Apps at the bottom of the screen.
    Home screen with the Recent Apps button highlighted.

    The Recent Apps button may be located on either the bottom left or bottom right as either an onscreen button or a physical button. If you're unsure which button it is, please refer to the user manual of your android device.

  2. Either tap the X or swipe to the side to close an app.
    Recent Apps screen with arrows indicating to swipe to the right on an app to close it.
AppleClose Running Apps on an iPad or iPhone

The way to show all running apps on an iOS device varies with the model you have:

  • Older iOS devices, up to the iPhone X, still come equipped with a circular home button beneath the screen.
  • Newer iOS devices, beginning with the iPhone X, no longer come equipped with the circular home button beneath the screen.

On iOS Devices with a Home Button

  1. Double-press the Home button quickly.
    Home button highlighted on iOS device.

On iOS Devices Without a Home Button

  1. Swipe up from the bottom of the screen and pause slightly in the middle of the screen.
    Arrow showing slide direction on iOS screen.
  1. You will now see a list of apps that are currently open. Swipe up on any of the apps to close them.
    Recent programs screen with arrows indicating to swipe up on an app

Reboot the device you'll be connecting to your meeting with

Slow performance may also be caused by underlying issues such as not enough memory. This can be quickly resolved by simply rebooting the device.

After rebooting your device, there may still be the need to close some apps that start up with it.

WindowsReboot a Windows PC
  1. Select the Start menu, then select Power.
    Windows 10 Start Menu
    Windows 10 Power Button
  2. Select Restart.
    Windows 10 Power menu with Restart highlighted.
AppleReboot a Mac
  1. From the menu bar across the top of the screen, select the Apple menu, then Restart...
    macOS Mojave Apple Menu with Restart highlighted.
AndroidReboot an Android Device
  1. Hold down the power button on your Android device.
    Android Phone with power button highlighted.
    Depending on the manufacturer and model of Android device you have, the location of the power button will vary.
  2. Select Power Off.
    Power menu with Power off highlighted.
    If the menu does not pop up, continue to hold the power button, and your Android device will shut off.
  3. Wait 30 seconds.
    Wait 30 Seconds
  4. Push and hold the Power button for a few moments, and your Android device will start back up.
    Android Phone with power button highlighted.
AppleReboot an Apple iOS Device
  1. Push and hold the Power button for a few moments.
    iPhone with power button highlighted.
    Depending on the model of iPhone you have, the location of the power button may be on the top or on the right-hand side.
  2. Slide the Power symbol on your screen to the right to shut down your iPhone.
    Slide to Power off Prompt with power switch highlighted and arrow indicating to slide to the right.
  3. Wait 30 seconds.
    Wait 30 Seconds
  4. Push and hold the Power button for a few moments to turn your iPhone back on.
    iPhone with power button highlighted.

Troubleshoot your Internet connection

If your device's performance isn't an issue, poor video quality issues can be caused by a slow or struggling Internet connection. Troubleshooting an Internet connection can become a bit complicated and may take a longer time to resolve. Whenever possible, we suggest that you use a computer that can be hardwired to your Internet equipment rather than using WiFi, as WiFi speeds will always fluctuate. In the case that you need to troubleshoot your internet connection, the following guides may be of use to you:

If possible, use a different camera or device

If all of the above has been exhausted and you're still having video issues, it may make the best sense to try a different device entirely or replace the camera on the device you're working with (if possible).

Unfortunately, the cameras that are built-into your smartphone, tablet, or laptop computer cannot be removed or replaced. While an external camera of far better quality can be connected to your laptop using a USB connection, there is no way to add a different camera to a smartphone or tablet. These types of devices would need to be replaced or upgraded entirely if using a different device altogether is not an option.

Upgrading your device's camera will only improve the way others see your video feed. This will not improve the video quality of other meeting participants.

 

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You've opened UberConference using the web browser you normally do. You've joined the meeting you were scheduled to join. For whatever reason, your camera isn't working, or the quality is so poor that it's not worth having on. You're confused. Why all of a sudden is the camera having trouble?

UberConference is a web browser-based video conferencing service. The most common issues reported related to video involve the camera not working or very poor video quality. Whether you're using a Windows PC, Mac, or your smartphone or tablet, this guide will help you:

  • Check the status of your camera
  • Make sure UberConference is using the right hardware
  • Make sure that hardware is up-to-date
  • Make sure your browser is able to access the camera
  • Improve the picture quality of your camera
Uberconference banner

While meeting hosts do have the ability to restrict others from using their cameras during a meeting, you should not otherwise have any issues doing so. If you're unable to get your camera to function during an UberConference meeting, we recommend trying the following solutions.

Check the status of your camera within UberConference

The camera status button within the UberConference window is easy to spot. It will be displaying one of two statuses. Depending on how the meeting you've joined has been set up, your video may be started for you automatically, or you may need to enable your video manually after joining.

  1. You can easily check the video status by looking at the icons at the bottom.
    UberConference button locations
  2. The video icon has two different meanings:
    Your Camera is Turned On
    If you see a black camera on a white background, it means your camera is working and others should be able to see you. You'll also be able to see your video feed.
    Camera is turned on with an image of the video
    Your Camera is Disabled
    If you see a white camera with a white strikethrough on a red background, it means you aren't allowed to use your camera.
    Disabled camera
  3. Click the camera button to toggle between starting and stopping your camera video.

Check camera settings and/or permissions

UberConference has the ability to select specific cameras and audio devices connected to your machine. Because UberConference is running from a web browser, it must request your permission via your web browser to access that hardware.

  1. When UberConference attempts to access your camera or microphone hardware, you'll be asked permission via your web browser. In order for UberConference to function properly, you must click Allow.
    Allowing the device
  2. Under the Camera dropdown menu, make sure the correct camera has been selected.
    Selecting camera
  3. If UberConference is able to access your camera, you'll be able to see your camera's picture on-screen. The camera icon will also be displayed, confirming it's on.
    Picture of the camera feed
  4. If the camera isn't responding, make sure that any other program that might use it such as Skype, Hangouts, FaceTime, etc. isn't using it, or is completely closed.

    In some cases, if another app was already using the camera, you may need to close and reopen UberConference for it to be able to successfully access the camera.

  5. If your machine is using an external camera and UberConference still cannot make use of it, check its USB connection.
    • Make sure the USB cable is fully plugged in.
    • If the connection seems fine, try a different USB port.

      Make sure you close UberConference before doing this, and only open it after the camera is plugged back in.

      USB port and connector
  6. If the camera still isn't responding at all, or if you're receiving an error message, there may be a permission issue that's preventing your web browser from accessing the camera.

Make sure your camera is up-to-date or has the latest drivers

Camera issues can sometimes be caused by outdated or corrupted drivers. Drivers are specific software that tell the operating system how to operate the computer's internal components.

WindowsUpdate the Camera Driver on a Windows PC
  1. Search Device Manager.
    Windows 10 search bar
  2. Select Device Manager.
    Windows 10 search bar showing device manager
  3. Select the small arrow next to Imaging devices to expand that section. If Imaging devices doesn't show in the list, look for Cameras instead.
    Windows 10 device manager showing Imaging devices.
  4. Double click the camera to show its properties. Select the Driver tab.
    Camera properties with Driver tab highlighted.
  5. Select Update Driver.
    Driver Properties with Update Driver highlighted.
  6. Select Search automatically for updated driver software.
    Update Drivers with Search automatically for updated driver software highlighted.
  7. Windows will automatically locate any update available drivers.
    Update Drivers searching for drivers.
  8. If any updated drivers are available, you'll be offered the chance to install them. Once installed, or if none are available, close the driver updater.
    Driver up-to-date with Close highlighted.
AppleUpdate the Camera Driver on a Mac

There are two areas to check for updates for your Mac, the System Software and the Apps installed from the App Store. When you update your Mac System, it will also update your video drivers.

Update System Software

  1. Open the Apple menu, and select System Preferences.
    macOS Mojave Apple Menu with System Preferences highlighted.
  2. Select Software Update.
    Software Update Preferences
  3. Any updates to your System Software will be offered here.
    Software Update Preferences

Update App Store Apps

  1. Open the Apple menu, and select App Store.
    macOS Mojave Apple Menu with App Store highlighted.
  2. Select Updates on the left. Any updates available will be offered here.
    App Store with Updates highlighted.

While you're attending an UberConferece meeting, if other participants are having difficulty properly seeing you, or if there are complaints about your video feed being blurry, fuzzy, or choppy - this may indicate that your device is struggling with the connection to the meeting room. This can be caused by a lack of system resources (processing power or memory), a poor connection to the internet, or a malfunctioning or low-quality camera. While the following solutions may not apply to the device you're using, the following can be attempted to improve your video quality during a meeting.

Close any apps your device is not using

The computer, tablet, or smartphone you're using to attend your meeting may be performing poorly due to its processor (CPU) being overworked by too many apps at once, or a lack of available memory (RAM) could be causing some slowdown. Also, if multiple apps are also accessing the internet at the same time, this could be leaving the web browser that's being used to access UberConference with very little bandwidth while you're connected to your meeting. The best way to make sure this isn't a problem for your device is to quit or close any apps that aren't being used before joining your meeting.

WindowsClose Apps on a Windows PC Closing Unused programs will give your computer more resources to use elsewhere.
  1. Press the CTRL + ALT + DEL keys on your keyboard at the same time.
    keyboard with control, alternate, and delete keys highlighted
  2. Choose Task Manager from the screen that comes up.
    Lock screen showing task manager highlighted
  3. You will see a list of programs that are open. Choose a program you are not using, and click on End Task. Repeat as needed.
    Task manager with a program and end task highlighted. Screenshot
AppleClose Apps on a Mac

When you hit the red circle to close a window, the program may still run in the background. If you run too many applications at the same time you can have issues where you run out of memory, or an open program is using a good chunk of your CPU, and decrease battery life.

There are 2 ways to close a program on your Mac. The first way is preferred.

Quit A Program Normally

  1. Look at the Dock, the bar with the icons, usually at the bottom of your screen.
    Mac Dock with running items highlighted.
    • Items that are running have a small black dot below them. Select that item to bring that App to the forefront.

Finder, the first icon on the bar, will always be running, and can be ignored.

  1. Select the name of the program from the menu bar at the top, then choose Quit.
    App menu with Quit highlighted.

Force Quit a Program

  1. Select the Apple menu, then select Force Quit.
    Apple menu with Force Quit highlighted.
  2. Select the program you are having problems closing, then select Force Quit.
    Force Quit window with app and Force Quit button highlighted.
  3. You will be prompted to confirm, select Force Quit.
    Force Quit dialog with Force Quit button highlighted.
  • Any unsaved work will be lost from a program that you Force Quit.
  • You can not close the Finder application.
AndroidClose Running Apps on an Android Device
  1. Tap Recent Apps at the bottom of the screen.
    Home screen with the Recent Apps button highlighted.

    The Recent Apps button may be located on either the bottom left or bottom right as either an onscreen button or a physical button. If you're unsure which button it is, please refer to the user manual of your android device.

  2. Either tap the X or swipe to the side to close an app.
    Recent Apps screen with arrows indicating to swipe to the right on an app to close it.
AppleClose Running Apps on an iPad or iPhone

The way to show all running apps on an iOS device varies with the model you have:

  • Older iOS devices, up to the iPhone X, still come equipped with a circular home button beneath the screen.
  • Newer iOS devices, beginning with the iPhone X, no longer come equipped with the circular home button beneath the screen.

On iOS Devices with a Home Button

  1. Double-press the Home button quickly.
    Home button highlighted on iOS device.

On iOS Devices Without a Home Button

  1. Swipe up from the bottom of the screen and pause slightly in the middle of the screen.
    Arrow showing slide direction on iOS screen.
  1. You will now see a list of apps that are currently open. Swipe up on any of the apps to close them.
    Recent programs screen with arrows indicating to swipe up on an app

Reboot the device you'll be connecting to your meeting with

Slow performance may also be caused by underlying issues such as not enough memory. This can be quickly resolved by simply rebooting the device.

After rebooting your device, there may still be the need to close some apps that start up with it.

WindowsReboot a Windows PC
  1. Select the Start menu, then select Power.
    Windows 10 Start Menu
    Windows 10 Power Button
  2. Select Restart.
    Windows 10 Power menu with Restart highlighted.
AppleReboot a Mac
  1. From the menu bar across the top of the screen, select the Apple menu, then Restart...
    macOS Mojave Apple Menu with Restart highlighted.
AndroidReboot an Android Device
  1. Hold down the power button on your Android device.
    Android Phone with power button highlighted.
    Depending on the manufacturer and model of Android device you have, the location of the power button will vary.
  2. Select Power Off.
    Power menu with Power off highlighted.
    If the menu does not pop up, continue to hold the power button, and your Android device will shut off.
  3. Wait 30 seconds.
    Wait 30 Seconds
  4. Push and hold the Power button for a few moments, and your Android device will start back up.
    Android Phone with power button highlighted.
AppleReboot an Apple iOS Device
  1. Push and hold the Power button for a few moments.
    iPhone with power button highlighted.
    Depending on the model of iPhone you have, the location of the power button may be on the top or on the right-hand side.
  2. Slide the Power symbol on your screen to the right to shut down your iPhone.
    Slide to Power off Prompt with power switch highlighted and arrow indicating to slide to the right.
  3. Wait 30 seconds.
    Wait 30 Seconds
  4. Push and hold the Power button for a few moments to turn your iPhone back on.
    iPhone with power button highlighted.

Troubleshoot your Internet connection

If your device's performance isn't an issue, poor video quality issues can be caused by a slow or struggling Internet connection. Troubleshooting an Internet connection can become a bit complicated and may take a longer time to resolve. Whenever possible, we suggest that you use a computer that can be hardwired to your Internet equipment rather than using WiFi, as WiFi speeds will always fluctuate. In the case that you need to troubleshoot your internet connection, the following guides may be of use to you:

If possible, use a different camera or device

If all of the above has been exhausted and you're still having video issues, it may make the best sense to try a different device entirely or replace the camera on the device you're working with (if possible).

Unfortunately, the cameras that are built-into your smartphone, tablet, or laptop computer cannot be removed or replaced. While an external camera of far better quality can be connected to your laptop using a USB connection, there is no way to add a different camera to a smartphone or tablet. These types of devices would need to be replaced or upgraded entirely if using a different device altogether is not an option.

Upgrading your device's camera will only improve the way others see your video feed. This will not improve the video quality of other meeting participants.