If you've joined a conference call with BlueJeans and your video isn't working properly or at all, it can be difficult to figure out where to begin to get things resolved quickly. Common video issues with BlueJeans involve not being able to see others, others not being able to see you, or getting blurry, fuzzy or choppy video quality. This guide will help you navigate these types of issues with ease. We'll show you how to check the video settings within BlueJeans, update your computer's drivers, improve your computer or Internet performance to make sure you're getting the best out of your setup.
What You'll Need:
No extra tools or supplies are needed.
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Before You Begin:
Extra instructions.
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2. I Can't See Others
If you can't see others while in a meeting, here's what you can do:
Check the Video Status in BlueJeans
You can easily check the video status by looking at the icons at the top middle.
If you see a red camera, with or without a red x next to it, on a dark grey background, it means others should not be able to see you and you should not be able to see them either. Make sure your camera feeds are not disabled.
Update the Display Driver on the Computer
Display issues can sometimes be caused by outdated or corrupted drivers. Drivers are specific software that tell the operating system how to operate the computer's internal components.
Update the Display Driver on a Windows PC
Search Device Manager.
Select Device Manager.
Select the small arrow next to Display adapters to expand that section, and see the devices in them.
Double click one of the devices under one of these headings to show its properties. Select Driver.
Select Update Driver.
Select Search automatically for updated driver software.
Windows will automatically locate any updated drivers available.
If any updated drivers are available, you'll be offered the chance to install them. Once installed, or if none are available, close the driver updater for this device.
Repeat these steps until you've made sure all Display adapter devices are up-to-date.
Update the Display Driver on a Mac
There are two areas to check for updates for your Mac, the System Software and the Apps installed from the App Store. When you update your Mac System, it will also update your video drivers.
Update System Software
Open the Apple menu, and select System Preferences.
Select Software Update.
Any updates to your System Software will be offered here.
Update App Store Apps
Open the Apple menu, and select App Store.
Select Updates on the left. Any updates available will be offered here.
3. Others Can't See Me
If others can't see you while in a meeting, here's what you can do:
Check the Camera Status in BlueJeans
You can easily check the video status by looking at the icons at the top middle.
The video icon has three different meanings:
Your Camera is Turned On
If you see a black camera on a white background, it means others should be able to see you and you should be able to see them as well.
Your Camera is Turned Off
If you see a red camera with a strikethrough on a light grey background, it means others should not be able to see you but you should be able to see them.
All Camera Feeds are Disabled
If you see a red camera, with or without a red x next to it, on a dark grey background, it means others should not be able to see you and you should not be able to see them either.
Based on the issue you're having, set your video to what you need it be:
If you can see others but they can't see you, make sure your camera isn't turned off.
If you can't see others and they can't see you either, make sure your camera feeds are not disabled.
Check the Camera Settings in BlueJeans
Click Settings in the top right.
Make sure the correct capture device is selected as the Camera.
You should see a live view of your camera in the rectangle above the camera selection box.
Make sure that all other programs that use the camera, such as Skype, Hangouts, FaceTime, etc. are not using it or are closed.
You may need to close and reopen BlueJeans to be able to initialize the camera.
If you have an external camera but you can't see the live view, you may need to unplug and plug it back in, or even try a different USB port.
Make sure you close BlueJeans before doing this, and only open it after the camera is plugged back in.
If you have a Mac computer running on macOS 10.14 Mojave or later you may need to make sure BlueJeans has permission to access your camera.
Camera issues can sometimes be caused by outdated or corrupted drivers. Drivers are specific software that tell the operating system how to operate the computer's internal components.
Update the Camera Driver on a Windows PC
Search Device Manager.
Select Device Manager.
Select the small arrow next to Imaging devices to expand that section. If Imaging devices doesn't show in the list, look for Cameras instead.
Double click the camera to show its properties. Select the Driver tab.
Select Update Driver.
Select Search automatically for updated driver software.
Windows will automatically locate any update available drivers.
If any updated drivers are available, you'll be offered the chance to install them. Once installed, or if none are available, close the driver updater.
Update the Camera Driver on a Mac
There are two areas to check for updates for your Mac, the System Software and the Apps installed from the App Store. When you update your Mac System, it will also update your video drivers.
Update System Software
Open the Apple menu, and select System Preferences.
Select Software Update.
Any updates to your System Software will be offered here.
Update App Store Apps
Open the Apple menu, and select App Store.
Select Updates on the left. Any updates available will be offered here.
4. I See Poor Video Quality And/Or Others See the Same
Blurry, fuzzy or choppy video quality may be caused by a few reasons. It may be caused by a slow computer, a poor internet connection or even a low quality camera.
Close Other Apps
The computer may be running slow because its processor (CPU) is being overused or its memory (RAM) is running low. A quick possible fix for this is to close any unused or unnecessary apps.
Close Apps on a Windows PC
Closing Unused programs will give your computer more resources to use elsewhere.
Press the CTRL + ALT + DEL keys on your keyboard at the same time.
Choose Task Manager from the screen that comes up.
You will see a list of programs that are open. Choose a program you are not using, and click on End Task. Repeat as needed.
Close Apps on a Mac
When you hit the red circle to close a window, the program may still run in the background. If you run too many applications at the same time you can have issues where you run out of memory, or an open program is using a good chunk of your CPU, and decrease battery life.
There are 2 ways to close a program on your Mac. The first way is preferred.
Quit A Program Normally
Look at the Dock, the bar with the icons, usually at the bottom of your screen.
Items that are running have a small black dot below them. Select that item to bring that App to the forefront.
Finder, the first icon on the bar, will always be running, and can be ignored.
Select the name of the program from the menu bar at the top, then choose Quit.
Force Quit a Program
Select the Apple menu, then select Force Quit.
Select the program you are having problems closing, then select Force Quit.
You will be prompted to confirm, select Force Quit.
Any unsaved work will be lost from a program that you Force Quit.
You can not close the Finder application.
Reboot the Computer
Slow performance may also be caused by underlying issues that can be quickly resolved by simply rebooting the computer.
After rebooting the computer you may still need to close some apps that initialize on startup.
Reboot a Windows PC
Select the Start menu, then select Power.
Select Restart.
Reboot a Mac
From the menu bar across the top of the screen, select the Apple menu, then Restart...
Troubleshoot the Internet Connection
If your computer is running fine or you've fixed your computer's performance issues, then your poor video quality may be caused by your Internet connection. Troubleshooting an Internet connection can become complicated and take a longer time. We have a few other guides that may help you fix it.
If you've exhausted all the above troubleshooting options or if you're using an older camera with low quality you may want to consider replacing it with a more up to date camera that can improve your video quality.
This will only improve the way you or others see your camera. It will not improve how you see other's cameras.
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