My camera isn't working

Use these steps to find out why the camera isn't working. If your participant is experiencing this issue, you can send them the My camera is not working article from the Participant Support Center.

✅ Plan Availability: All Plans
👥 User roles: Owner, Admins, and Researchers
For more information, see our article on how to find your plan and user role.

On this page:

• Desktop or laptop
• Mobile devices

Desktop or laptop

1. Confirm that the camera is working.
   • MacOS: Test using the pre-installed Photo Booth app.
   • Windows 10: Test using the pre-installed Camera app.
2. Restart your computer and test the camera.
3. Check if the camera is being used by another application. If so, close that application.
4. Make sure the camera is not being blocked by the operating system.
   • MacOS
     1. Go to System preferences > Security & Privacy > Privacy > Camera.
     2. Select the checkbox next to Google Chrome.
     3. Restart your browser for the changes to take effect.
        
   • Windows 10
     1. Type Settings in the search bar next to the Windows icon in the taskbar.
     2. Click Settings in the search results.
     3. Type camera privacy settings in the search box in the Settings menu.
     4. Under Allow apps to access your camera, make sure the slider is set to On.
        
5. Check if the camera is blocked in Chrome.
   1. Paste chrome://settings/content/camera in the Chrome address bar and press Enter.
   2. If UserZoom Surveys is under Not allowed to use your camera, remove it by clicking the Trash Can.
   3. If Chrome still says that your camera is blocked, go to chrome://policy/.
   4. Check if there is a policy applied by your network administrator. If so, contact your internal IT Support for further assistance.
6. Restart the computer and test the camera again.
7. If none of these steps worked, we're here to help.

Mobile devices

1. Restart the device.
2. Open the Camera app on your device to confirm the camera is working.
3. Make sure the UserZoom Live app can access your camera.
   • iOS
     1. Go to Settings > Privacy.
     2. Find the UserZoom Live app.
     3. Enable camera access.
   • Android
     1. Go Settings.
     2. Search for permissions.
     3. Choose Camera.
     4. Find the UserZoom Live app.
     5. Enable camera access.
4. Restart the device again.
5. Join the session again to check if the camera is working. 
6. If none of these steps worked, we're here to help.

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