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video freezing in webmeeting

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rpremuz

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Some of our users on HP EliteBook 840 G6 laptops (Intel Core i5-8250U, 8 GiB DDR4 RAM, Intel UHD 620) with MS Windows 10 Pro. v. 1903 64-bit and Google Chrome 81.0.4044.92 64-bit experience freezing of the video stream from the laptop web camera as soon as they turn on the camera during a 3CX webmeeting, while other participant(s) of the same webmeeting don't have the problem although they are using the same equipment. Audio stream has no issues.

I'd say that the Internet speed of 5 Mbps (download and upload) at the user location is adequate for the video stream of SD or HD video quality (tried both in the 3CX Webclient).

The CPU usage on the user laptops is not high.

In the 3CX web console we have the following setting: Settings > Conferencing > Video > Preferred MCU Server: Automatic

How to solve this issue?
 
Last edited:
rpremuz said:
Some of our users on HP EliteBook 840 G6 laptops with MS Windows 10 Pro. v. 1903 64-bit and Google Chrome 81.0.4044.92 64-bit experience video freezing as soon as they turn on the camera during a 3CX webmeeting while other participant(s) of the same webmeeting don't have the problem. Audio stream has no issues.

I'd say that the Internet speed of 5 Mbps (download and upload) at the user location is adequate for the video stream of SD or HD video quality (tried both in the 3CX Webclient).

The CPU usage on the user laptops is not high.

In the 3CX web console we have the following setting: Settings > Conferencing > Video > Preferred MCU Server: Automatic

How to solve this issue?
Click to expand...
Which video freezes? Their own or the others' ?
 
I edited the question.
 
What are the specs of that machine? Maybe the CPU has a bad video encoder (old CPU do).
 
HP EliteBook 840 G6 is a newer laptop model with Intel Core i5-8250U (1,6 GHz; 6 MB cache; 4 cores), 8 GiB DDR4 RAM and Intel UHD 620 video adapter.
 
What softwares are installed? 8GB of RAM is good but if a lot is running in background, there might not be enough for the encoding.

Also, what happens if he changes the quality setting of the meeting? you can change the video quality.
 
I wrote that the issue exists with both SD and HD video quality in the 3CX Webclient.

The users use just a few applications (Outlook, Word, Excel, Chrome).
 
  1. How many users are in this meeting?
  2. Is everyone using 1Mbps or less or are people increasing their bandwidth?
  3. By 'freezing', do you mean stuttering image or that his image is completely frozen and you see a still image?
 
Today I tested the issue on a meeting with only two participants: me and a user who has the issue. We both used the same laptops models (HP EliteBook 840 G6). Both me and the other user were on 5+ Mb/s internet connection. In Webclient we both used SD video quality (which requires ~256 Kb/s).

When the other user turned her camera on, both she and I could see video stream from her camera for about second or two and then the image got completely frozen (still image). She tried to turn her camera off/on in Webclient but the issue persisted each time the camera turned on.
 
Lets verify whether the user's camera has any issue itself first.
Ask the user with the freezing image to go here, try all resolutions and report back which ones work and which ones don't. Also would be interesting to see whether the user's camera freezes when using this.

https://webrtc.github.io/samples/src/content/getusermedia/resolution/
 
What about in Firefox?
Have you tried removing the driver and reinstalling it?
what is the current driver for the webcam (can be found in device manager under imaging)
I would recommend going to HP's Support website and checking your drivers are up to date. Also, run Windows Updates to ensure you're fully patched (latest build is 1909)
 
The version of camera driver on that laptop is identical to the version on my laptop (the same model) which does not have the issue. We could test the camera in Firefox but eventually it must work in Chrome also.

As I wrote in the initial post, we are using MS Windows 10 Pro. v. 1903 64-bit which is patched regularly. Upgrade to build 1909 is not an option as it must be tested before deploying it in production.
 
Part of troubleshooting is doing steps mentioned above to narrow down the cause. That means trying another browser, reinstall the driver. Just because they're the same and "it works on mine" doesnt necessarily mean it should work on the other. Try booting Windows in clean boot and test using the URL mentioned above. This isnt a 3CX issue if you have the same problem from that URL Leonidas sent through.

Did it install 3rd party cam software on the laptop?
 
The same issue in Firefox 68.7.0esr.

Also installed latest camera driver available on HP support site but it didn't solve the issue.
 
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Ok, so carry on the troubleshooting as per instructions above to eliminate causes.
 
rpremuz said:
The same issue in Firefox 68.7.0esr.
Also installed latest camera driver available on HP support site but it didn't solve the issue.
Click to expand...

You might very simply need a new camera. It's not uncommon for webcams to be problematic like this.
You can also try this page for testing your camera or use any other test pages you find on Google Search: https://test.webrtc.org/

I've personally had 2 out of 8 cameras i use for testing to have issues where the camera light appears green, but actually is stuck and doesn't work. Another camera i had would start showing video after 2 minutes. Nothing i'd do could fix these cameras.

Point is you might just need a new camera not just to use WebMeeting, but to use any kind of video webcam app.
 
may also validate that not some AV software is blocking the interaction between the browser and the device.
 
The issue also exists in the Camera app available in Windows 10: after starting the app the image from the webcam can be seen for just a moment and then it disappears and the light near the webcam lens turns off.

It seems that for some reason the integrated webcam turns off by itself after working for a few seconds.

All our laptops run the same antivirus software with the same settings and the most of them do not have the issue with webcam.

So, as this is not a 3CX issue I'll continue to ask help at a HP support forum.

Thank you for your advice.
 
rpremuz said:
The issue also exists in the Camera app available in Windows 10: after starting the app the image from the webcam can be seen for just a moment and then it disappears and the light near the webcam lens turns off.

It seems that for some reason the integrated webcam turns off by itself after working for a few seconds.

All our laptops run the same antivirus software with the same settings and the most of them do not have the issue with webcam.

So, as this is not a 3CX issue I'll continue to ask help at a HP support forum.

Thank you for your advice.
Click to expand...
Sounds like driver issue. Try updating the drivers from the HP Support site directly (not from Windows Update).
 
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