Bluejeans crashing windows 64bit pc when trying to join a conference

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  • Updated 1 year ago
Bluejeans crashing windows 64bit pc when trying to join a conference. I have removed and re-added the app numerous times with no change. Is there a fix for this issue.
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Gary Francois

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Posted 1 year ago

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Lee Snyder, Official Rep

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Hello Gary,

I have gone ahead and opened up a support ticket for this issue (00413649) and will be following up with you shortly.

Regards,
Lee - BlueJeans Support
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Jeff Hall

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I just signed up and installed the app and am having the same trouble... each time I launch the app and start a call, it connects the audio, starts connecting video, my PC blue screens and crashes... Happened 3 times in a row... 64bit Windows PC
(Edited)
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Lee Snyder, Official Rep

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Hello Jeff,

Can you confirm what make and model PC that you currently have? This may have to do with the webcam driver that is used on certain devices.

Would you also try joining a meeting with your camera off, then when in the meeting turn it on? This works as a workaround.

Regards,
Lee - BlueJeans Support
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Jeff Hall

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I have an HP Zbook 15 G3 with a core i7 6820HQ 2.7GHz processor... Yes, I will try with the camera off. It does seem to crash while it is setting up the video connection.
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Lee Snyder, Official Rep

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Hello Jeff,

Thank you for providing this information. It appears that it may be an issue with the camera driver that is used on the HP devices.

If you are able to check, please confirm if your device is utilizing a "sonix" driver. This can be located in the device manager.

Regards,
Lee - BlueJeans Support
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Jeff Hall

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It does use a sonix driver
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Lee Snyder, Official Rep

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Hello Jeff,

You should be able to change what driver is being used in the device manager to a generic driver. If you are able to do so, please do and try to connect to a meeting again.

Regards,
Lee - BlueJeans Support
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Lee Snyder, Official Rep

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Jeff,

You should also be able to delete that driver, then check for updates and it should install the generic HP driver.

Please let me know if this works for you!

Lee - BlueJeans Support
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Jeff Hall

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did a "Roll Back Driver" from Device Manager. It rolled the driver back to the generic Microsoft driver, issue solved... Definitely a Sonix compatibility issue...
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Lee Snyder, Official Rep

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That is great to hear! Thank you for confirming.

Regards,
Lee - BlueJeans Support