My Camera Only Displays a Freezed/Black Screen

Important:
For any users who are using our product with Zoom PWA (especially on a chromebook) and encounter black screen/freezed image issue, please refer to this article for solutions!

In the black screen scenario, when OKIOCAM is selected from the camera list, the software either freezes, or only displays a black screen.

If you are experiencing a black screen when trying to use your OKIOCAM, please follow the troubleshooting recommendations below. 

General Solutions

1. Restart your computer.
2. Disconnect, then reconnect your OKIOCAM.
3. Try a different USB port. If you are using a desktop computer, try a USB port located at the back of your computer.
4. If you are using a USB adapter, try using a different one or try using a USB hub instead.

Extra Step

When none of the general solutions help, it is essential to take the following steps in order to rule out other possible causes.

Step 1. Check to see if your computer's built-in webcam works with the same software.

If your built-in webcam works with the software, go to the next step.

If your built-in webcam does not work with the software, the issue is likely being caused by your computer's privacy settings. Please refer to this article and configure the privacy settings for the software you are using.

Step 2. Check to see if your OKIOCAM works in a different software.

If your OKIOCAM does not work in a different software, the cause of the black screen may be related to a hardware issue. For example, a worn out USB port; compatibility issues with your computer; or a defective OKIOCAM, etc. Go to step 3, if possible. If not, contact us with more information.

If your OKIOCAM works in a different software, the cause of the black screen may be a compatibility issue with the particular software. In this case, please contact us with more information about the software.

Step 3. Try using your OKIOCAM on a different computer.

If your OKIOCAM works on a different computer, there is likely a compatibility issue with your original computer; or an issue such as a worn out USB port, etc. In this case, the OKIOCAM is not defective.

If the OKIOCAM does not work on a different computer, it is quite possible that your OKIOCAM is defective. In this case, please contact us as soon as possible.

If the Issue Persists...

If none of the aforementioned solutions help, your OKIOCAM might be defective or broken. Rest assured, we provide a one-year warranty for every OKIOCAM, and you do not have to pay any additional fees should we need to initiate a replacement for you. Please contact our customer support team by submitting a ticket with the following details:

• The model and operating system (including the version) of your computer
• The software you are using the OKIOCAM with
• Detailed description of what happened
• Pictures or videos showing the problem (if possible)

In addition to the above basic information, it will be extremely helpful if you provide the following details when contacting us. The information will help expedite the process of identifying issues as well as providing possible solutions, and will save a bunch of your time.

• Have you tried the troubleshooting steps above or not?
• Has your OKIOCAM ever worked properly on your computer or not?
• Does your built-in/other webcam work properly with the software or not?
• Does your OKIOCAM work properly in a different software or not?
• Does your OKIOCAM work properly on a different computer or not?
• Your Amazon Order ID, full name, contact number, and delivery address (for return and replacement purposes only)

Our Support Team will look into your case and provide further instructions.