schoolcloud video issues

[ITGURU]

Having a battle with school cloud at the moment with an issue. We've been using their product since covid and up until our last 2 sessions, earliest being just before christmas , the product always worked 100%. For the last 2 sessions we have an issue with the platform not detecting the webcams.

The scenario is as follows:

- All machines have USB webcam all of the same model

- The webcam is picked up in windows 'camera', teams, and their test link and advises we are all good to go for parents evening meetings.

however when the session is started and on the page to check Mic/webcam, it detects the webcam Mic but not the video. you try to enable the webcam, light comes on the webcam, but then goes off and says couldnt be detected. If you plug in a second webcam (of the same model) it detects that one and then can unplug the first webcam, and continue with the meetings.

Its not a machine, user, hardware, or filter issue and some users it works absolutely fine for, others have the issue where we have to swap out the webcam.

On the affected machine, i've also bypassed the proxy, tethered to mobile data and the issue is still there.

Schoolcloud offer no remote support to see the issue and say if tests pass then nothing they can do.

The first time i reported the issue, i was led to believe we were not the only school reporting the issue.

i've been through all the webcam permissions in windows disabling all applications access to the camera, in case something else is grabbing it, with no change.

[PotNoodleTech]

That sounds a really weird one. Not seen that here and been using it since covid too.

[mikes]

yeah we use schoolcloud with Lenovos had no issues with it detecting the webcam. You tried force allowing the permissions in Chrome or a different browser?

[ITGURU]

yes different browser (chrome) if you disable in device manager it says cannot find a webcam, but if enable it shows the mic level but video preview box just blank and cannot detect the video feed.

[kevin_lane]

You tried incognito just out of curiosity

[ITGURU]

yep, only solution appears to be install Firefox! then the initial camera is picked up and works 100% every time on the same machine!

[ITGURU]

Need to test on more machines but initially if i disable 'use hardware acceleration' in edge settings, camera loads first time every time on machine i've been testing with.! very odd.

[thebatman]

We had the same issue some time back, we use HUE HD cam for our meetings and it truned out to be a issue with the driver for the camera. We rolled back the driver and everything started working again.