WGU Online Proctoring Webcam
Troubleshooting Guide
- After plugging in the web camera, you receive an error message that the web camera cannot be detected:
- Experiencing a Black Screen when Camera is plugged into your Mac.
- Once plugged in you cannot find your web camera.
- Proctor cannot hear me or I cannot hear them
- Seeing a blue film on your video.
- Video does not appear or is blurry in web camera software.
After plugging in the web camera, you receive an error message that the web camera cannot be detected:
- 1.) Disconnect and reconnect the web camera
- 2.) Disconnect any other unused devices and reconnect your web camera only
- 3.) Use a different USB port
- 4.) Ensure that you are using a USB 2.0 port
- 5.) Restart your computer and plug in your web camera as soon as your computer has completed loading
- 6.) Uninstall and Reinstall the Camera Capture Software
Experiencing a Black Screen when Camera is plugged into your Mac.
- 1.) Update your Mac to El Capitan 10.11.2
- 2.) Restart your Mac with the Camera plugged in
Once plugged in you cannot find your web camera.
- 1.) From your start menu click on control panel → hardware and sound → devices and printers. Your USB 2.0 Camera should be listed. You now need a program such as our camera capture, Skype, or Photo Booth (if using a Mac).
- 2.) Your web camera may not be responding or associated with another program. In most instances restarting the computer can correct the problem. Reopen or reconnect your web camera as soon as your computer is finished loading.
- 3.) It takes between 10-20 seconds after being plugged in for your computer to fully recognize your web camera.
- 4.) Go to support.adcentiveswest.info/en/wgu/webcam100.html and download the simple camera capture software that is applicable to your Mac or PC operating system. Once the software is installed you are able to view your web camera by opening the camera capture software.
Proctor cannot hear me or I cannot hear them
- 1.) Make sure your speakers are attached
- 2.) The volume on your computer is not turned down
- 3.) The web camera is not too far away from you
- 4.) The microphone is not covered on your web camera
- 5.) You can control the microphone volume from your start menu; click on control panel → hardware and sound → devices and printers. Your USB 2.0 Camera should be listed. Right click, select sound settings → Recordings → double click the microphone to adjust recording levels.
Seeing a blue film on your video.
- 1.) Make sure you have the web camera facing the direction where the majority of the light is coming from. Ensure that the majority of light is going into the camera and not coming in from behind the camera.
- 2.) Position your camera so that there is minimal light coming from behind the camera (i.e. The web camera is facing out toward you with a wall being directly behind the web camera).
- 3.) Move the web camera away from any window or have the web camera face a window instead of having the window directly behind the web camera.
- 4.) Adjust the web camera settings through Options → Video Capture Filter → Video Proc Amp. Here you can adjust Brightness, Contrast, Hue, Saturation, Sharpness, and Gamma which all directly affect the look of the video from the web camera; click apply to save adjusted settings. For quick results first adjust the Contrast and Gamma. You can quickly return to the defaulted settings by clicking Default at the bottom of Options page.
- 5.) In severe cases cover the back of the camera to eliminate external light from entering.
Video does not appear or is blurry in web camera software.
- 1.) Make sure the web camera is the selected device. Note: the name of your web camera is USB 2.0 Camera.
- 2.) If your are experiencing an out of focused video image adjust the manual focus by turning the outer chrome lens ring either left or right to bring the picture to your preferred quality.