Everything works fine except I can't see their video

  • 1
  • Problem
  • Updated 4 months ago
It was my first time using Bluejeans a few days ago and everything worked fine except I was unable to see the other persons video. 

Audio was great and he was able to see me through my webcam but I could not see the person interviewing me. He told me that his webcam light was on and that not only could they see me but he could see himself on the screen as well.  

I logged out and logged back in and I still had the same issue. I could see myself on the top right corner of the screen but just audio with the blue Bluejeans screen where his webcam footage should have been. 

I might have potential follow up calls next week and I want to resolve this issue. Anyone know how I can resolve this? Thank you. 
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John U

  • 70 Points
  • confused

Posted 10 months ago

  • 1
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Priyank BJN_Support, Official Rep

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Hi John, 

Thanks for reaching out to us!

I have opened a ticket and will send an email shortly with the information. For your reference, the ticket number is 00395706. 

Enjoy your day!

Regards,
Priyank
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Joseph Ng

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Hi John,

Have you done the isolation test separately like below?

1) Create a meeting with another person (Say C) and compare the result?
2) Have the other person (who u did not see his video, Say B) to connect with C and compare the result?

The first impressive the problem was B did not know how to operate his camera on his laptop which I have seen in most...

Best Regards,
Joseph
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Kristyle Solomon

  • 60 Points
Was there ever a resolution to this? I have the exact same problem, and I know other people on the call were able to see and hear everything fine, so it was clearly an issue with my computer. I've had this same problem with multiple people/calls.
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Erin Pickle, Official Rep

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Hi Kristyle! 

I've reviewed the case that was created for this, but it looks like we weren't able to get into a troubleshooting session with the user who reported the issue. If you're running into this issue I'd recommend calling our support line, 408-791-2830, so we can investigate the cause.

Best regards,

Erin - BlueJeans Support 
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Prabhu N D

  • 60 Points
There are huge number of individuals I know facing this issue (in windows 10) with your new version of the software and are unable to get previous version of the software for installation. Can you please enable that in your download center until you fix the issue? I am surprised that you have not got a note of it to fix it.  We have to look at alternates I guess.
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Radhika@BJsupport, Official Rep

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Hi Prabhu,

Sorry to hear your experience with our bluejeans app. Our current version of app is 1.35 http://swdl.bluejeans.com/desktop/win/launchers/Blue%20Jeans%20Launcher.exe . Please confirm if you are facing issue with this version on windows 10.If yes then please share with us exact issue( ex: installation error, quality issue) etc 

You can download the previous version 1.34 from https://swdl.bluejeans.com/desktop/win/1.34/1.34.28/BlueJeans.1.34.28u.msi

Thank you,

Radhika Chatur
BlueJeans Support Team