2 replies to this topic

[kangaroo]

I have a 91 year-old friend who relies on Skype to keep in touch with friends and relatives. About a month back, she suddenly got an message across the top of her screen when trying to make or receive video calls:

"We could not connect to your selected camera. Please select a different camera or try restarting Skype Audio and Video Settings"

 

Yesterday I was able to look at her computer and found that the webcam, a Logitech HD Webcam C525, was identified in the Audio & Video Settings of Skype v8 (reports that her version is up to date); she is using Windows 10 v1803.

 

This webcam has worked flawlessly for some years now. I tried a number of things:

 

• Using the camera software, I took photos and videos with the camera.
• In the Audio and Video Settings, the camera selected, and only one on the list,  is: Logitech HD Webcam C525
• I tried exiting Skype, ending the task in Task Manager and re-starting Skype
• I downloaded the latest driver software from the Logitech site and installed it.
• I unplugged the webcam’s USB cable and re-connected the cable detecting the new hardware.
• I removed the camera in Device Manager, Restarted the PC and confirmed the camera was re-installed.
• In Device Manager, I disabled the camera, re-started the PC and then, in Device Manger, enabled the camera.
• I ran dxdiag.exe with no change. (She has DirectX v12)
• I made Skype video calls to the problem computer; my video was received fine but no video from the problem computer.
• I made Skype video calls from the problem computer;again, my video was received but no video from the problem computer.

I am attaching some screen shots of the message and the three webcam settings from Skype's Audio & Video Settings.

 

Can anyone suggest how I might re-instate Skype's access to this webcam, please?

Attached Thumbnails

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Edited by kangaroo, 24 October 2018 - 06:59 PM.

[paws]

Hi, Sorry to hear about the issues your elderly friend is experiencing with her Skype video camera.

 

You seem to have covered all the usual suspects, so I can only offer some general advice/comments.

 

1 As you know Skype is updated regularly (some folks might say too regularly!) and the new versions can tend to forget previous settings and try to link to a non existent webcam! So do double check the audio and video settings in Skype's advanced settings and that the correct driver is installed.... it's not unknown for Windows to download and install the wrong driver!

 

2 Although you have covered all the main areas here's a checklist of stuff that you can work through on your next visit to make sure that you have covered all the areas of potential trouble:

https://www.auslogic...em-find-webcam/

 

3 If the video web cam worked Ok up til a month ago, have you tried using a System Restore Point created just prior to the problem starting? it's worth a try.

 

4 Web cams are cheap these days and can often be picked up for a pound or two or a dollar or three at supermarkets, and the like, maybe its worthwhile trying a new one? or you may have a spare one in your "might come in handy box"..?

 

4 Performing a Windows reset may be a step to consider but do check up on the back up situation prior to performing it, even if you are selecting the "keep existing data files" option.

 

5 Does your friend have a good system image made prior to the problem starting? Macrium Reflect free, Acronis, Symantec Ex Ghost etc?) If so this may be a way forward.

 

6 Don't forget to change USB ports (use one at the back if a desktop if possible) and definitely not a USB3.... perhaps you could check out the webcam your self by plugging it into your own computer?

 

7 Finally a lot of webcams come with their own software and sometimes this conflicts with Windows, it might be worthwhile uninstalling all the logitec software....... rebooting without the camera being plugged in then waiting a few minutes and then plugging it in again.

 

Sorry I don't seem to be able to suggest anything more definite

Good luck

Regards

paws

[kangaroo]

Hi Paws,

Thanks for your response and considered list of suggestions. I can't believe I hadn't thought of the System Restore option.

 

I think the problem may well have been triggered by a Skype update.

 

Hunting around through Microsoft Support, I did find a reference to Skype not working with older webcams, specifically if the driver includes a file stream.sys. This is what they had:

"Select the Driver tab, select the Driver Details button, and look for a file name that includes stream.sys. If it’s there, your webcam was designed before Windows 7 and you'll have to replace it with a newer webcam.

If you don't find a file name that includes stream.sys, try rolling back your webcam driver"

 

This suggests that, as you say, buying a new webcam may well solve the problem at minimal cost.

 

I'll let you know how I go after my next visit.

Regards,

Kangaroo