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Troubleshoot Webex 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

Webex is a fast, simple way to collaborate with audio, video, and screen share remotely, but it can be frustrating if you can't see the conference or your webcam starts having problems.

This guide will help you make sure the presentation is going on, and not hidden. As well, it will help you ensure you have your webcam selected and not covered for Webex, and offer more in-depth troubleshooting steps to take if needed.

Before You Begin:
  • Make sure your webcam is plugged in if you wish to send your video.
Webex.

1 Unable to See Presentation

Nothing Being Presented

The presenter, the person in charge of your meeting, may not be sharing anything at the moment.

It's common to ask during a presentation if there's a certain website you're supposed to be on, or to confirm there's nothing being presented while your presenter is talking about something. Mistakes happen, and they could have simply forgotten to share their screen!

Presentation Hidden

You are able to minimize or hide programs running on your computer, so they run in the background while you work on other things. If you've accidentally minimized or hidden Webex, you can click on its icon to get it back.

Windows
Webex.

Click the application icon on your Taskbar, usually on the bottom of your screen.

Webex highlighted on Windows 10 Task Bar.
macOS
Webex.

Select Webex from your Dock, usually on the bottom of your screen.

Webex highlighted on macOS Dock

Poor Video Quality

Poor Video Quality
There are a number of things to check if you are seeing poor video quality from the bandwidth to your connection to camera issues. We have a specialized guide available to help resolve these problems.

2 Others Can't See My Webcam

Covered Webcam

Many laptops and some desktop webcams have simple covers built-in for privacy, or one may have been added at some point. Make sure nothing is covering the lens of your webcam.
Webcam cover example with cover highlighted.

Camera Disabled

Webex allows you to disable your camera from the meeting screen, should you need to turn away or attend personal business while on a conference. Perform a quick double-check that this feature wasn't accidently enabled.

Webcam Enabled
Camera Enabled.

When enabled, the webcam button won't be filled in.

Webex toolbar with Camera Enabled highlighted.
Webcam Disabled
Camera Disabled.

When your webcam is disabled, the button will be filled in red.

Webex toolbar with Camera Disabled highlighted.

Proper Device Selected

Some computers have multiple sources for video in. Make sure your webcam is selected.

  1. While on a conference, select the Audio menu at the top, then select Speaker, Microphone, and Camera.
    Audio menu with Speaker Microphone and Camera highlighted.
  2. Make sure the proper Camera is selected. You will see a preview just below the camera selection. If your camera isn't listed, check to see if it is plugged in and on.
    Speaker Microphone and Camera settings with Webcam selection highlighted.

Update the Camera Driver on the Computer

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.

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Webex is a fast, simple way to collaborate with audio, video, and screen share remotely, but it can be frustrating if you can't see the conference or your webcam starts having problems.

This guide will help you make sure the presentation is going on, and not hidden. As well, it will help you ensure you have your webcam selected and not covered for Webex, and offer more in-depth troubleshooting steps to take if needed.

Before You Begin:
  • Make sure your webcam is plugged in if you wish to send your video.
Webex.

Nothing Being Presented

The presenter, the person in charge of your meeting, may not be sharing anything at the moment.

It's common to ask during a presentation if there's a certain website you're supposed to be on, or to confirm there's nothing being presented while your presenter is talking about something. Mistakes happen, and they could have simply forgotten to share their screen!

Presentation Hidden

You are able to minimize or hide programs running on your computer, so they run in the background while you work on other things. If you've accidentally minimized or hidden Webex, you can click on its icon to get it back.

Windows
Webex.

Click the application icon on your Taskbar, usually on the bottom of your screen.

Webex highlighted on Windows 10 Task Bar.
macOS
Webex.

Select Webex from your Dock, usually on the bottom of your screen.

Webex highlighted on macOS Dock

Poor Video Quality

Poor Video Quality
There are a number of things to check if you are seeing poor video quality from the bandwidth to your connection to camera issues. We have a specialized guide available to help resolve these problems.

Covered Webcam

Many laptops and some desktop webcams have simple covers built-in for privacy, or one may have been added at some point. Make sure nothing is covering the lens of your webcam.
Webcam cover example with cover highlighted.

Camera Disabled

Webex allows you to disable your camera from the meeting screen, should you need to turn away or attend personal business while on a conference. Perform a quick double-check that this feature wasn't accidently enabled.

Webcam Enabled
Camera Enabled.

When enabled, the webcam button won't be filled in.

Webex toolbar with Camera Enabled highlighted.
Webcam Disabled
Camera Disabled.

When your webcam is disabled, the button will be filled in red.

Webex toolbar with Camera Disabled highlighted.

Proper Device Selected

Some computers have multiple sources for video in. Make sure your webcam is selected.

  1. While on a conference, select the Audio menu at the top, then select Speaker, Microphone, and Camera.
    Audio menu with Speaker Microphone and Camera highlighted.
  2. Make sure the proper Camera is selected. You will see a preview just below the camera selection. If your camera isn't listed, check to see if it is plugged in and on.
    Speaker Microphone and Camera settings with Webcam selection highlighted.

Update the Camera Driver on the Computer

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.