Camera Troubleshooting
To ensure that Help Desk analyst become familiar with troubleshooting steps needed when handling issues on web cameras installed on club desktops.
Instructions
Remote onto computer and sign in as admin to see if the camera is being recognized and the correct drivers are installed while connected. ( For Microsoft HD cameras, it is plug and play no driver is needed)
Go to Devices and Printers and see if it is showing up as “Composite device”, if this is the case, the drivers were not installed 100% and need to be completed in order for MOSO to recognize it and make it available for use.
Right click on composite device and go to properties, open the “Hardware” tab and ensure that the camera drivers and composite drivers are installed. If audio is listed, it is not necessary to install for MOSO.
If those particular drivers are not installed correctly they will be generic instead of related to that specific model…Microsoft or Logitech 5000 etc and will not work in MOSO.
Click on the driver, properties, drivers tab, then select the “Update Driver” button and select “Search automatically for updated…”, it will download if available and install. (This is mainly for the Logitech models since Microsoft’s model is PNP) If it cannot complete, it will state that “You have the latest drivers” but we need the specific model.
After repeating the steps above for the driver of the Logitech models, after selecting Update Driver, choose “Browse my Computer for Driver Software”, select the local drive and repeat the search until you locate the correct model. (Normally Logitech 4000 and 5000) The path is located at C:\Club Networks\Club Networks Drivers\Camera Drivers…In here is where the drivers will be stored.
You should see both components installed with the specific model for the Logitech, if it will not install, please escalate to PSG for C/O creation to replace.
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When this is completed, test the camera by following the steps on Moso –Take picture KB.
For Blurry Image on Logitech Cameras:
The user will need to spin/turn the plastic piece around the lens housing for us while you are connected to see what is happening. Either way, it will focus or blur the image depending on which way it is spun.
Pinpoint the correct view with the user at the desired feet from the camera and leave it at that specific spot. If it still not having clear image, escalate to PSG
For Blurry Image On Microsoft HD Cameras, escalate to PSG
9. If there is no video on the screen after they follow these instructions, or it does not have the option to save the image, take note the model of the camera on the ticket description field then escalate the issue.