Interactive Flat Panels
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    • #29829
      Jackie MasavegJackie Masaveg
      Participant

      I’m trying to video conference through zoom on the activpanel and I’m getting an error “failed to start the video camera. Ensure that no other apps are using the camera and then try again”

      im new to using the activpanel. Would you be able to help me troubleshoot. i appreciate your help!

      thank you!

      jackie

    • #29836
      Paul PrometheanPaul Promethean
      Moderator

      Hi Jackie,

      Thanks for posting!  Can you please tell us the make and model of webcam that you are trying to use and what Promethean hardware you are trying to use? Are you using a AP5, AP6 or AP7, and using either an ActivConnect G-Series or an ActivConnect OPS-G?

      Once we know the above we will be able to advise you further.  This article may help you in the meantime, but depends on hardware in use: https://support.prometheanworld.com/article/1784/

      We look forward to your reply.

      Thanks,

      Paul

      Promethean Technical Support

       

    • #29840
      Jackie MasavegJackie Masaveg
      Participant

      Hi Paul!

      The ActivPanel is the ActivConnect OPS-G with a Logitech C920 Webcam.

       

      Thanks!

      Jackie

    • #29845
      Eddie PrometheanEddie Promethean
      Moderator

      Hi Jackie,

      Thank you for your reply. Please ensure that your camera is plugged directly into the OPS and no plugged into the panel.

      Please swipe up from the bottom of the panel, this will bring up the over lay menu from the bottom. Please tap the square button. Now please close all of your applications.

      Next please re launch the zoom app.  Is the same thing still happening?

      We look forward to hearing from you.

      Best regards,

      Eddie

    • #29870
      Jackie MasavegJackie Masaveg
      Participant

      Hi Eddie!

       

      i did all of the above to no avail. The same thing keeps happening.

    • #29874

      Hi Jackie,

      Thanks for letting us know.

      We were able to replicate the issue and this has now been escalated, you will receive an email to confirm this.

       

      Kind Regards,

      Thibaut

      Promethean Technical Support

       

    • #29881
      izzac chavezizzac chavez
      Participant

      I am having this issue as well, is there any fix for it yet or way to get around it.

    • #29910

      Hi Izzac,

      Thank you for reporting the issue to us.

      We are still investigating for a fix or workaround. We have sent you an email in order for us to gather the serial number of your hardware and to ask you a few questions.

       

      Kind Regards,

      Thibaut

      Promethean Technical Support

    • #30081
      David SouthwickDavid Southwick
      Participant

      Is there a fix for this issue yet? I am having the same issue of the system not allowing access to my web cam while trying to Zoom. Thanks.

      – David

    • #30087
      izzac chavezizzac chavez
      Participant

      David I haven’t heard of a fix yet but did find a workaround for the mean time. If you turn on the panel without plugging in the webcam and wait until the meeting is up and running, then plug it in it should work. I tested it a couple of times and that is the only way that I got it to work for us.

      After that it should work until you turn off the panel, at which point you have to unplug it before turning it on again to avoid the error, not ideal but hope it helps.

    • #30102
      Michael PrometheanMichael Promethean
      Senior Moderator

      Hi David,

      This issue is still being investigated. As Izzac mentioned, connecting the webcam after launching Zoom seems to be a workaround.

      Thanks,

      Michael

      Promethean Support

    • #30342
      Ivonne GrandaIvonne Granda
      Participant

      Hello, when I use the camera app I get an error message saying the camera failed to open.  I’m trying to use zoom.

    • #30351
      Slim PrometheanSlim Promethean
      Moderator

      Hi Ivonne,

      Thank you for your post.

      In order to better help you with the issue, can you please provide us the make and model of the webcam you’re using?
      Also, what model of Promethean ActivPanel/ActivBoard are you using?
      Are you plugging the webcam directly onto the IWB or do you have an ActivConnect G-Series or an ActivConnect OPS-G?

      We recommend you have a read through this article below in the meantime. https://support.prometheanworld.com/article/1784/

      We will be able to better advise you once we receive the details requested above.

      We look forward to hearing from you

      Best regards,
      Slim

      Promethean Technical Support

    • #30352
      Ivonne GrandaIvonne Granda
      Participant

      Hello, I have the ap7-b75 model and I was trying to use my document camera from Aver model U70+.

    • #30353
      izzac chavezizzac chavez
      Participant

      Has there been any update on this from Promethean? We have schools starting and properly working panels would be nice.

    • #30363
      Slim PrometheanSlim Promethean
      Moderator

      Hi Ivonne,

      Thank you for your post!

      We have sent you an email to get the serial number of your ActivPanel and to ask for more details about the issue you are encountering.

      We look forward to receiving your reply.

      Regards,
      Slim

      Promethean Technical Support

    • #30364
      Slim PrometheanSlim Promethean
      Moderator

      Hi Izzac,

      Thank you for your post!

      We are still investigating the issue to find a permanent fix to the issue. We will keep you informed as soon as we have an update.

      Regards,
      Slim

      Promethean Technical Support

    • #30807
      Ed KellyEd Kelly
      Participant

      Hello all

       

      I am not sure if this has been resolved via personal email or not.  I have the same issue.  I read the article about web cams Promethean added to this chain.  The big problem is the cameras they recommend are supper expensive.  The cheapest is about $250.   We are a public school that as you all know is being hit by the pandemic.  Our budgets have been decimated.   I bought a web cam that is android compatible and that still does not work.  I was assuming that the core of the OPS-G is Android OS.  is it a watered down version of android OS (Meaning all the installed drivers are not present)?

       

      i am able to get video from the camera app.  I then close the camera app and start zoom and I still get the error message.  Yes i do ensure the camera app stops running.

       

      Thanks

      Eddie

       

    • #30817
      Eddie PrometheanEddie Promethean
      Moderator

      Hi Eddie,

      Thanks for reaching out.

      Can you please describe what you mean by not working? If you open zoom are you getting an error message saying another app is using the camera? If you can give us as much detail as possible, we may be able to get your issue resolved.

      The OPS has Android 6.0 installed on it.

      We look forward to hearing from you.

      Best regards,

      Eddie

    • #30878
      John LangrillJohn Langrill
      Participant

      I am having the same issues as user Eddie.  Long story short, the camera works (and can be tested if you use the camera app).  When the camera is shown to work, it’s plugged into the ActivConnect G-Series.  But, once the Zoom app is launched, the camera shows up for a split second, then once the meeting is started, all is black (even though it shows the video is on).  If the camera is then plugged in and out again, and video is started, the error of “failed to start the video camera. Ensure that no other apps are using the camera and then try again”.

      I don’t think it’s a Zoom app issue, because I haven’t heard anything about it not working on Android phones.  And it’s not a camera issue because it works with the native camera app.  So it’s got to be something with the app AND Promethean ActiveConnect.

      Also, that trick on starting the camera after the session is started did not work for me.

    • #30888
      Paul PrometheanPaul Promethean
      Moderator

      Hi John,

      Thanks for your post.  Can you please let us know the model of webcam that you are using and the version of the app?

      We look forward to your reply.

      Kind regards,

      Paul

      Promethean Technical Support

    • #30889
      John LangrillJohn Langrill
      Participant

      Hey Paul.  It’s a random webcam that we buy from our distributor.  This is the model (but not who we buy it from):

      1080P HD Driveless USB PC Webcam with Microphone(A890)

      As for the version of the app, 5.3.1 (52883.0928)

      Hope that helps.

    • #30900
      Paul PrometheanPaul Promethean
      Moderator

      Hi John,

      Thanks for your reply.  There is an update that came out for zoom a couple of days ago taking it up to 5.3.2, I would suggest giving that a try.

      The camera itself worries me as it does not mention being Android compatible so while it may work as a standard “camera” it may be when it goes into video mode it may stop working, can you try switching to video within the camera app and see if it works.

      We look forward to hearing back from you with the results.

      Kind regards,

      Paul

      Promethean Technical Support

    • #30901
      John LangrillJohn Langrill
      Participant

      Huzzah!  That update fixed it!  Works with the camera I was using, and, tried a second one as well (different kind).  All good.  Thanks for your help.

    • #30902
      John LangrillJohn Langrill
      Participant

      I spoke too soon.  After the first meeting, stopped working.  But, you may be onto something with the camera.  Tried a crappy $11 usb camera, and, that seems to be ok.  I can then pause the camera, unplug, and plug in a good one which seems to work 25% of the time.

      This then brings me to the next question … if this is the case, is there an “approved” list of cameras that work with Prometheans?

       

    • #30903
      John LangrillJohn Langrill
      Participant

      More digging … maybe someone else can confirm this.  It only seems to work when I am using a USB camera that DOES NOT have a mic (or starting with one that does not have one).  I only have one camera like this.  Can anyone else test?

       

    • #30926
      Craig PrometheanCraig Promethean
      Moderator

      Hi John,

      Thank you for your post.

      We do not have an approved list of cameras that we recommend.

      Do you have another camera of a different make that does have a mic to test?

      Kind regards,

      Craig

    • #31204
      John LangrillJohn Langrill
      Participant

      I was able to find some random webcams (think they are for Raspberry Pi).  No mic.  Works, but, only if you start the session first then plug it in.  Working solution, not ideal, but better than nothing.

    • #31226
      Eddie PrometheanEddie Promethean
      Moderator

      Hi John,

      Thanks for letting us know that.

      If there is anything else we can assist with, please do not hesitate to reach out to us.

      We look forward to hearing from you.

      Best regards,

      Eddie

    • #31361
      Paul ApplebyPaul Appleby
      Participant

      Hi,

      Is there going to be a fix for this camera and mic issue ?
      I have tried everything to get something working and failed.
      MS Teams, GoToMeeting, Zoom,  none of them activate the microphone.
      If I use the camrea app, I can record video from the camera, and the internal or external microphones work fine.
      This really needs a fix ASAP.

      Thanks for any updates.

      Paul

    • #31392
      Craig PrometheanCraig Promethean
      Moderator

      Hello Paul,

      We do not currently have a fix but as mentioned in the above thread, if you launch the software and then connect the Webcam it seems to work.

      I appreciate this isn’t ideal but our Product team is looking into this.

      Thank you for your understanding.

      Craig

    • #31393
      John LangrillJohn Langrill
      Participant

      @ Craig … the workaround only works if you have a webcam WITHOUT a mic, which you either have to go really cheap on or really expensive.

    • #31442
      Craig PrometheanCraig Promethean
      Moderator

      Hello John,

      Thank you for your post.

      I understand this isn’t an ideal workaround but, it is the only workaround we have at the moment.

      Our Product team is looking into the issue but I cannot confirm a date/timeframe.

      Kind regards,

      Craig

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