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      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