Forum Discussion

BBURZYCKI1's avatar
BBURZYCKI1
Active Contributor
4 years ago

Elgato Facecam does not work on gotomeeting but works on everything else

It appears the Elgato Facecam does not work on gotomeeting but works on everything else. Gotomeeting will not recognize the Camera Hub software as a valid virtual camera source.

 

If this a known issue or is anyone have luck using this camera as a source.

 

It does work on all other meetings softwares as far as I have tried so far. Zoom - google - Teams etc

  • GlennD's avatar
    GlennD
    3 years ago

    Thank you. 

     

    bkaz The permissions comment from the support agent was most about joining from a web browser, you have to grant us permission in the browser before we can access the camera.

     

    Traditionally, GoToMeeting has supported anything the operating system identifies as a webcam. Some more sophisticated cameras and video interfaces were not detected, others have needed to lower the resolution/frame rate to that of a standard webcam in order to work. I have let our team know about the issues you are having using the Elgato FaceCam, although I do not know when we will have access to one for testing.

     

  • bkaz's avatar
    bkaz
    New Contributor
    3 years ago

    We just upgraded everyone to new Elgato FaceCams (rated as one of the most popular/best cameras out there). Unfortunately these cameras work with everything except GotoMeeting / GotoWebinar. It looks like this issue was identified last year but still has not been addressed. Anyone have any fixes for this?  Looks like we have to switch to Zoom in the meantime.

      • bkaz's avatar
        bkaz
        New Contributor
        3 years ago

        Adjusting the resolution doesn't fix it. I talked to tech support and they said it is a permission issue and I need to talk to my tech support. No one know what they are referring to, especially since the camera works fine in every other application.

  • AshC's avatar
    AshC
    Retired GoTo Contributor
    4 years ago

    BBURZYCKI1  Can you please confirm the affected GoToMeeting version in use? 

     

    What are the operating system version and PC model being utilized? 

    • BBURZYCKI1's avatar
      BBURZYCKI1
      Active Contributor
      4 years ago

      10.17.0 Build 19796

       

      Operating System is both Win10 and Win11 - Did not work on either

       

      PC is an Dell / Alienware - Not sure the specific model as I am not with it currently But I think 32gb of RAM and all the latest drivers it can have.

      • BBURZYCKI1's avatar
        BBURZYCKI1
        Active Contributor
        4 years ago

        In talking with Elgato Support this issue seems to be on the gotomeeting side per their engineering team. Is it possible to see if these might be able to be corrected and get gotomeeting to be compatible with the Elgato facecam?