Overview

Sococo uses your operating system's default camera to determine which camera to use. At times, the camera is not detected or does not function as expected.

This article provides the troubleshooting steps if your camera cannot be started or is not working properly.

Solution

1. Right-click (Control-click on macOS) on your avatar and choose to Refresh your media. This option prompts Sococo to check again for your operating system's default camera.
   
   
   • You can also try a Ctrl+R (Windows) or Cmd+R (Mac) to do a full refresh of Sococo, or leave the room and re-enter it.
     
     
2. In Sococo, click the gear  icon in the upper-right corner.
   
   
3. Under the Camera section, try cycling through any options that are listed in the drop-down field. If Sococo detects your camera, you should also see a video preview of yourself in the Camera section.
   
   
4. In your Chrome browser, perform an online Webcam test (do NOT download anything at this site- go to this page to test your camera only).
   
   
5. Allow Chrome to use your camera when prompted.
   
   
   • You should see yourself in the large box in the middle of the page. This lets you know if your computer currently detects your camera.
     
     
6. If you typically use the desktop application, try logging into Sococo through your Chrome browser (check if your Chrome browser is up-to-date) at the Sococo app (or your organization's custom URL) to see if your camera works when you use the browser.
   
   
   • Be sure to Allow Sococo to use your camera when prompted (or confirm that it is already allowed by clicking on the little lock icon just to the left of the web address).
     
     
7. If you are using macOS, check your Operating Systems Permissions.
   
   
8. If it has been a while since you have fully exited your Chrome browser, try exiting Chrome and reopening it to see if this resolves the issue.
9. Sometimes other programs can reserve the camera if they are running at the same time as Sococo.
   
   
   • Fully exit the programs, then right-click on your avatar in Sococo to choose to Refresh your media to see if your camera is now working.
10. Check to see if your camera's driver or firmware is up-to-date.
    
    
    • If you are using an external camera, look for driver or firmware downloads on the manufacturer's website, or ask your company's internal IT helpdesk to assist you with checking this information (for a built-in or external camera).

If you are still having trouble with your camera, please contact Support through your ≡ menu icon at the top left of Sococo > Report a Problem. This way, you will share some additional information on the ticket that will help to find the issue.