Camera not working on High Sierra Macbook Pro

  • 11
  • Problem
  • Updated 11 months ago
  • Solved
New macbook pro, when starting a meeting the camera view just has a swirling timer. Camera works fine on other apps. Please help!
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Simon Costanzo

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Posted 1 year ago

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Radhika@BJsupport, Official Rep

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Hi Simon,

Thank you for reporting the camera problem. It is a known issue at our end. Support case 00387494 is raised to address this issue. You will be soon receiving an email from a support engineer.

Thank you,

Radhika Chatur
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Allen Taylor

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Having same issue
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Radhika@BJsupport, Official Rep

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Hi Allen,

Support case 00388098 is raised to follow up with you on the reported issue.

Thank you,

Radhika Chatur
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Huy Nguyen-Tuong

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Hi Radhika, 

I have the same issue, MBP with touchbar and High Sierra. Camera in the app doesn't work but BJN in the browser as well as Facetime app it does.

Best,
Huy
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Radhika@BJsupport, Official Rep

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Hi Huy,

I will reach out to you via email on this issue. 

Thank you,

Radhika Chatur
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Drew McMillen

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I'm also experiencing the same camera behavior in MBP w/ Touch Bar and High Sierra.
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Lee Snyder, Official Rep

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Hello Drew,

I will be reaching out to you via email on this one, the ticket number is 00388257.

Regards,
Lee - BlueJeans Support
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Huy Nguyen-Tuong

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Given that several in our company are having the same hardware setup, some of my colleagues face this issue, too.
 
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Carlo DiCelico

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Also seeing this issue.
(Edited)
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Lee Snyder, Official Rep

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Hello Carlo,

I can reach out via email on this issue, the ticket number will be 00388422.

Regards,
Lee - BlueJeans Support
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Christian

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Same issue here
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Ashwin BJN Support, Official Rep

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Hello Christian, 

I opened a support case 00389290 fo your issue. Will follow-up by email shortly.

Thanks, 
Ashwin - BlueJeans Support
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Lee Snyder, Official Rep

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Hello Everyone,

The problem with the camera not working on Mac OS High Sierra is a known issue that our engineers have identified.

If you run into this issue and need immediate assistance, please contact BlueJeans Support at (408) 791-2830 or email us at support@bluejeans.com so that we can assist.

The fix for this was implemented in our BlueJeans application. Please make sure that you are on the most recent version of the application to ensure the fix is in place.


Regards,
Lee - BlueJeans Support
(Edited)
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Gorka

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We have the same issue in our company. As a workaround, if you open Photo Booth while blue jeans is open, then it works.
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Radhika@BJsupport, Official Rep

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Hi Gorka,

Thank you for sharing the workaround.The fix for reported issue will be made available in next few weeks. For immediate help, we request users to send email to support@bluejeans.com.

Thank you,

Radhika Chatur
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pk

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Thank you!!
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Ben Koop

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Open Photo Booth - then open BlueJeans  to enable FaceTimeHD Camera  
You can then close PhotoBooth and BlueJeans camera will continue to work

bk
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Michael Cobb

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This workaround doesn't work for me. Please fix this. Many people in my company are having issues, and it's really getting to be a problem.
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Radhika@BJsupport, Official Rep

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Hi Michael,

Apologies for the inconvenience caused due the camera issue. We have created a support case 00395642 for same and reaching out to you with resolution information.

Thank you,

Radhika Chatur
Bluejeans Support
I'm experiencing the same issue and the work around above doesn't work either.
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Lee Snyder, Official Rep

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Hello Mateus,

I have opened a support ticket for you (00396283) and will follow up with you shortly via email.

Thank you,
Lee - BlueJeans Support
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Michelle Keim

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I am also having the problem and the work around with photobooth is cumbersome.  Is there any estimate for how soon there will be a fix?
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Radhika@BJsupport, Official Rep

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Hi Michelle

Reported issue is already fixed in month of Nov. Kindly ensure you are using our latest version of app 1.32.7. Please download our latest app from https://www.bluejeans.com/downloads.

Thank you,

Radhika Chatur
BlueJeans Support Team
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Jered Floyd

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That URL only gives me 1.28.9.  How do I get a version with working camera support?
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Lee Snyder, Official Rep

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Hello Jered,

Can you please confirm what version is installed when using this link? It is the direct link to download on Mac and should be 1.32.7

https://swdl.bluejeans.com/desktop/mac/launchers/BlueJeansLauncher_live_168.dmg

If this link does not work, please let me know and I will grab you the correct one.

Regards,
Lee - BlueJeans Support 
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Jered Floyd

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The Launcher seems to only launch the currently installed version, not the newer version.  I was able to find the working version at "https://support.bluejeans.com/knowledge/app-large-deployment".  I'm not sure why "Check for Updates" does not provide this version -- you might want to investigate.
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Lee Snyder, Official Rep

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Thank you, Jered.

I alerted the web team responsible to update the link on the downloads page, thank you for your feedback!

Regards,
Lee - BlueJeans Support
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Namrata Sarda

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I am also facing this issue. New macbook pro, when starting a meeting the camera view just has a swirling timer. Camera works fine on other apps. Please help!
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Radhika@BJsupport, Official Rep

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Hi Namrata,

Reported issue should not be seen if you are using our app version 1.32.7 or above. I have created support case 00427178 to troubleshoot this issue. You will shortly receive email from support with resolution steps.

Thank you,
Radhika Chatur
BlueJeans Support Team
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Amit Bindal

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Can someone advice a way to fix this? I face the same issue as well and looks like I'm not the only one!
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Lee Snyder, Official Rep

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Hello Amit,

Can you advise what application version you are currently running?

Regards,
Lee - BlueJeans Support
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Amit Bindal

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Blue JeansVersion 1.17.35
Macbook Pro
OS: 10.13.3
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Lee Snyder, Official Rep

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Hello Amit,

Can you please uninstall that application you have and install the most recent version from here?

https://www.bluejeans.com/downloads

It is likely that the version is out of date and not supporting the High Sierra fix.

Regards,
Lee - BlueJeans Support
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Amit Bindal

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ok. That fixed it. Thanks. Please provide that answer to the top of this post. It looks like a lot of users struggle with the same problem.
(Edited)
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Lee Snyder, Official Rep

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Official Response
The problem with the camera not working on Mac OS High Sierra is a known issue that our engineers have identified. 

If you run into this issue, please check that your BlueJeans App is the most up to date version. The fixed was rolled out in one of the previous updates.

You can check for updates here:


If this does not resolve your issue, please reach out to Support immediately.

Regards,
Lee - BlueJeans Support