XpertEye is unable to access my camera and/or microphone

Modified on Tue, 07 May 2019 at 03:08 PM

 Steps Possible cause(s)Solution(s)
1Check that your webcam is correctly connected and/or working normally.
You can test your camera by following this link and clicking JOIN. If your camera is working normally, close the tab and move on to next step.
2Have you given XpertEye permission to access your camera/microphone? The first time you run XpertEye, a screen is displayed, requesting access to the camera and microphone.

If you cannot remember your choice or refused to give permission, move on to next step.

If you know that you already allowed access, move on to step 4.
3Did you refuse XpertEye permission to access the camera/microphone?

First the welcome page of XpertEye give you an information as below:

Open the Settings in Chrome: In Chrome, in the top right of the screen, click MorePlus puis  Settings.  Navigate to the bottom of the page and click "Advanced".  In "Privacy and Security", click "Content Settings". Additional choices will be displayed. We are interested in "Camera" and "Microphone":

Click on each option in turn and check that the XpertEye site is listed under "Allow", not "Block". If the XpertEye site is listed under "Block" (as shown in the image below, click the trash can, restart the browser and allow XpertEye to access the camera and microphone.

4Is a video-conferencing application running?

Sometimes, another software application may block access to your camera and/or microphone. Check that no such applications are running on your computer. Examples include Skype - Zoom - WebEx - etc...  

If the problem persists, move on to step 5
5Is an antivirus solution or other security solution installed on your computer blocking access to XpertEye?
Antivirus software (such as Norton) or protective measures implemented by your IT department may prevent XpertEye from accessing the camera/microphone for security reasons. If no antivirus or security tools are blocking XpertEye from accessing the camera/microphone, contact AMA Customer Support. 

This topic explains the appropriate procedure. 

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