3CX Desktop App blocks Webcam for Browser

[MH_INDUS]

Hello all,

since rolling out the Desktop App we sometimes get feedback that when joining a webmeeting the webcam is not accessible.

After closing the Desktop App the browser can access the webcam again.

Is there a fix or workaround for this?

It probably has to do with exclusive control of the device by the Desktop App.

Kind regards

 

[VasilisV_3CX]

Hi @MH_INDUS,

The users are joining the meeting using the Desktop App correct?

Does it happen every single time or randomly? Are there any 3rd party applications open at the time? If you close all other applications except for the 3CX Desktop App, does the same thing happen?

Under your Windows Settings >> Camera settings, have you allowed the 3CX Desktop App to access your Camera?

 

[MH_INDUS]

Hello @VasilisV_3CX,

the users mostly click on meeting links inside the mail client, the link then gets opened in the browser.

I don't have feedback yet if it happens everytime or randomly.

The Desktop App has access to the camera. The issue is that the browser cannot access the camera because the Desktop App is blocking access to it.

 

[VasilisV_3CX]

Hi @MH_INDUS,

I've just created a meeting and emailed myself the link. I've had the Desktop App provisioned and clicked the link, it did not have any issue.

Have you tried uninstalling and reinstalling the Desktop App?

 

[MH_INDUS]

Hello @VasilisV_3CX,

I reinstalled the 3CX Desktop App on multiple clients and the behaviour continues.

Sometimes it is enough that the 3CX Desktop App is running in the background with no window open for it to block the webcam.

I can clearly see in the Windows Settings under "Allow desktop apps to access the camera" that 3CX Desktop App is using the webcam while a webmeeting is running in Chrome.

Teams and Zoom correctly only access the webcam when in a meeting. Only the 3CX Desktop App uses the webcam when it is not supposed to.

 

[NickD_3CX]

The Desktop App by does not take control of the Webcan on launch, but do you recall what action you did in the Desktop App that used the Camera that could be binding it?

 

[MH_INDUS]

Hello @NickD_3CX,

sadly, so far I was unable to replicate it myself. We mostly encounter it on the machines of our VPs and other execs, probably because they use webmeetings most often. On those machines I also don't get alot of time for troubleshooting.

I can only say for certain that the webmeeting tab was not open in the App and that they had no videocall running.

 

[NickD_3CX]

I can only say for certain that the webmeeting tab was not open in the App and that they had no videocall running.

Yes, but did they ever use a videocall using their App? I am trying to determine what actions may 'trigger' the camera to be bound to the App so we can replicate and fix it.

Is this something you could ask to find out?

 

[SteveITS]

This isn't the same symptom but along the lines of what Nick is asking...if I join a meeting in Chrome my Logitech webcam light stays on after the meeting is ended and I close Chrome. If I open the Win10 Camera app and close that the light goes off. IOW, is something holding the camera open from a previous call or meeting?

And just to clarify I use the desktop app and have had no issues with 3CX or other "web" meetings and the camera.