Camera is OFF even when camera status is ON in preview window.

[Sidhu]

Steps:

1. Launched Goto connect app.

2. entered meeting id clicked on join.

3. camera mic preview window appeared.

4. changed status of camera to ON.

5. clicked on start my session button.

6. goto connect meeting screen appeared and camera is OFF when it supposed to be ON.

Note: This issue observed in some 2 machines out of 7 machines.

[KateG]

@Sidhu Can you describe a bit more about what you see when the meetings starts? Are you able to turn your camera on using the menu on the bottom?

[Sidhu]

@KateG,          

Condition:

1. In system1  goto app, I have logged in with Account 1 and scheduled meeting meet1.

2. In System 2 i have not logged in to goto app.

3.  In System 2 I have used meet1 meeting ID and clicked join button and i got mic and camera preview window which shows "join when session starts" button.  in this window i have made camera ON.

4. Clicked on  "join when session starts"  button it displayed "waiting to join".

5. Now in System 1 started the meet1 it started the meeting. 

6. In system 2 also meeting got stated. In meeting screen camera is OFF. 

7. As mentioned in point 3 camera was ON. So, in meeting screen camera should be ON. This is exactly my query.

As i don't have permission to attach screenshots here. So, i could not attach any of the screenshots.

[KateG]

@Sidhu thanks for the additional information.

I tried joining a meeting from the preview window with the camera on and it remained on and with the camera off and it remained off.

To clarify, when you turn the camera on during the preview, do you see your camera on (your image) or is the camera off even though you set it on? 

Sorry about the trouble with posting images, I'll follow up with my colleague on what may be causing this. 

[Sidhu]

To clarify, when you turn the camera on during the preview, do you see your camera on (your image) or is the camera off even though you set it on? 

--- Yes, when i turned on camera during the preview, I could see camera on image.

[KateG]

@Sidhu when you join the session, can you check your camera settings on the top center. There are two options there that would hide it. Hide everyone or by turning off Show me my camera.  I tested this on my side and do see my camera on the preview, but not when I join after disabling Show me my camera.

If you still don't see your camera, can you PM me (tap on my username then Message Me on the top right) screenshots? The permissions should be updated now to allow that. 

[KateG]

@Sidhu thanks for your message and the images. The other setting that could affect this is would be under Settings-  Capabilities - General - Hide My Camera. 

If this doesn't resolve the issue, you should reach out to customer support who can review your setup and see what may be causing this issue. 

[Sidhu]

@KateG ,

This problem was really replicated with a few accounts.

I believe a might be because of license.

This problem with the camera occurred, when the GoTo home page appears as it does below.

There was no camera problem, when the GoTo home page appears as it does below.

moderator edit: removed images containing personal information 

[KateG]

@Sidhu I don't believe having the camera off when it's on with a preview would be due to a license issue. I would recommend calling customer support who can take a close look at your setup and see what the issue may be.