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AndrewNZ
Explorer
Nov 30, 2023 12:23 AM UTC
Question

Webcam not displaying video - Mac OS 14.1.1 Sonoma

Hi,

 

I have an M1 MacStudio with an Apple Thunderbolt Display which has a built in webcam (known as FaceTimeHD Camera).

 

When running MacOS Monterey, the video feed from this camera worked. Since 'upgrading' to MacOS Sonoma 14.1.1 the Zoom preferences recognises the camera it is connected to, the computer displays the icon in the menu bar that the camera is in use, but no video preview appears in the Zoom preferences - the window is black.

 

I checked to see if this was just a bug with the preview in preferences, by starting a meeting. No video displayed, although I did get a message from the Zoom app that said 'Virtual Background is still loading. Start video anyway?' (The buttons offered the option of 'Don't use video' and 'Use video'. No video displayed after clicking 'Use video' and waiting several minutes. I then disabled virtual background in the preferences and tried again, but still had no video displayed in system preferences or in a meeting that I started.

 

Is this a known bug with Zoom version 5.16.10? If not, please can Zoom investigate and can other users let me know in the replies if this affects them too.

 

Thanks,

 

Andrew

    33 replies

    Employee
    Jennife
    Employee
    Nov 30, 2023 3:46 AM UTC

    Hi Andrew,

    we haven't received the relevant issue report yet, would you please submit a ticket to us? 

    https://support.zoom.com/hc/en/contact?id=contact_us

     

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      Explorer
      AndrewNZAuthor
      Explorer
      Nov 30, 2023 6:22 AM UTC

      Thanks for getting back to me. I have now submitted a ticket.

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      Community Manager
      RN11_2
      Community Manager
      Dec 6, 2023 5:59 PM UTC

      Hi @AndrewNZ for any escalation, I would recommend continuing your conversation with your Zoom Technical Support agent, as they have the internal resources to resolve this. Please let me know if you need any additional help from the community.

       

      Please share any troubleshooting steps that Zoom Technical Support suggested to resolve your issue for other community members who may be experiencing the same issue.

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      Newcomer
      jnowlen
      Newcomer
      Nov 30, 2023 10:44 PM UTC

      I am experiencing this as well- video image is just 'black' even when I elect to 'Start video anyway?' - no display. Sonoma 14.1.1 (23B81)

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        Employee
        Jennife
        Employee
        Dec 4, 2023 6:14 AM UTC

        Hi,

        May I have your machine model info? do you also use an Mac mini?

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        Newcomer
        panchovanilla
        Newcomer
        Dec 8, 2023 6:45 PM UTC

        Exactly the same issue -- after every IOS update, I have at least one terrible meeting where none of my cameras work (built cam nor external cam) and I have to join the zoom from my phone to be seen. It's super frustrating, and honestly why I may abandon zoom. I should not have to tweak settings every single time I do a basic IOS update. Several meetings have been seriously disrupted by this bug.

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          Newcomer
          ecdemarchi
          Newcomer
          Dec 17, 2023 3:29 PM UTC

          same issue, Sonoma 14.2 (23C64), iMac20,2

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          Newcomer
          emzeman
          Newcomer
          Jan 2, 2024 7:57 PM UTC

          I am experiencing a variation on this problem since upgrading to Sonoma. Both my camera and microphone are recognized by Zoom (I can make changes in Zoom's audio and video preferences), and I have granted the appropriate permissions,. However, once I start up a Zoom meeting, the "Mute-Unmute Mic" and "Start-Stop Video" buttons do not work. (They stay as "muted" and "video off".)

           

          I have another Mac that's still running Ventura, and everything works fine there.

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          Newcomer
          chichiJ
          Newcomer
          Feb 27, 2024 11:34 AM UTC

          I have the same issue.

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          Newcomer
          chichiJ
          Newcomer
          Feb 27, 2024 11:36 AM UTC

          Is there any resolution? I have exactly the same issues as described, my video is just black, even though it's technically recognized by Zoom. Last call I had to use my phone for camera. 

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          Newcomer
          rebeccafae
          Newcomer
          Jul 8, 2024 3:11 PM UTC

          I have the same problem. The workaround I found is starting FaceTime every time I turn my zoom video on. That makes the video appear and I can close FaceTime. But this is extremely annoying. I hope they find the problem and fix it soon!

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            Explorer
            AndrewNZAuthor
            Explorer
            Feb 29, 2024 4:22 AM UTC

            Further experimentation on my part indicated that the problem occurred only when I was using Firefox as my browser. It also seemed to affect the ability of other apps to display correctly. When I switched to using a different browser (Brave), Zoom video worked OK.

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            Newcomer
            darkavich
            Newcomer
            Mar 16, 2024 12:53 AM UTC

            I have the same exact problem with 14.4. From what I can determine this is a problem with the virtual background. When I turn it off it's fine. If I turn it on I disappear. If I select Blur, then the background and myself are blurred. This happens with both built-in and USB camera.

             

            So for some reason zoom things the image is part of the background.

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