Gotomeeting crashes when opening webcam preferences

[grant270]

While in a meeting, if I open the webcam preferences, the application crashes.  I'm using the Canon Eos Webcam utility. 

OS X v 10.15.7

Gotomeeting version Version 10.15.0 Build 19228

[AshC]

@grant270  Do you recall if that webcam device has ever worked with GoToMeeting before? 

Can you please specify what quality the webcam is set to broadcast, and then test a lower resolution?

[2fifty6]

I have a very similar issue! Repeated crashes when trying to start a meeting with video activated when using the Canon EOS Webcam utility (macOS 10.13.6, GoToMeeting v 10.16.0 Build 19598). I get the following error message when it crashes:

Application Error Occurred
An error has occurred that will cause the application to exit after a short delay. Sorry for the inconvenience.

After a few tries, I'm usually able to get the meeting to work with my video, but it's pretty fussy. (If I turn my camera off during the meeting, for example, it crashes in the same manner.) So clearly GoToMeeting isn't able to handle something about a Canon-ized webcam right now. I do see vertical black bars next to my video once I get it working, so maybe it has something to do with the different (i.e., not widescreen) aspect ratio...?

[AshC]

@2fifty6  Are there any camera controls available that can lower the quality down to 720p or lower?

[grant270]

I have tested this at SD and HD resolutions, various aspect ratios, and various frame rates. Even at the lowest resolution, the behavior is the same. 

[AshC]

OK, we may need to grab some error logs from your computer through a Customer Support case.  Please give us a call when you have several minutes to work with an agent.