I cannot see the video feed from the remote participant

If the remote participant’s camera is not functioning during an XpertEye session, follow these steps to identify and resolve the issue:

1. Verify camera availability

• Ensure the remote participant’s computer is equipped with a webcam:
  • If using an integrated camera, confirm it’s enabled.
  • If using an external camera, ensure it is correctly plugged into the computer.
• If the camera is properly connected, proceed to the next step.

2. Check camera functionality

• Test the camera to confirm it is working:
  • Use the Windows Camera application by typing Camera in the taskbar search tool and opening the app.
• If the camera functions correctly, proceed to the next step.

3. Check for conflicting applications

• Ensure no other applications are using the webcam.
• Close any such applications and retry using XpertEye.
• If no applications are running or the issue persists, proceed to the next step.

4. Check for network security restrictions

• Corporate networks may have security policies or network restrictions blocking webcam usage.
• Consult with your IT department to confirm that the services and ports required by XpertEye are authorized. This information is available in the technical documentation.
• While waiting for IT confirmation, test the connection using an LTE/4G/5G network to bypass potential restrictions.
• If network authorizations are confirmed or the LTE/4G connection fails to resolve the issue, proceed to the next step.

5. Contact Customer Support

• If the problem persists despite checking hardware, software, and network settings, contact  Customer Support:
  • Email: support@xe.live
  • Submit a support ticket