Video Quality Is Poor; Accessory Hub Can't Detect The Camera; Camera Logs - Cisco Webex Administration Manual

Troubleshoot Your Camera

Video Quality is Poor

Problem
Your video quality that the meeting participants see is poor or subpar.
Solution
• Check if the lens gets dirty. Clean it with a soft cloth.
• Check your self-view image quality on the meeting app or on the camera app.

Accessory Hub Can't Detect the Camera

Problem
Cisco Accessory Hub doesn't detect the camera.
Solution
• Check your Google Chrome version and update it to version 86 or later. Earlier versions aren't supported.
• Enable Experimental Web Platform features on Chrome. Follow these steps:

Camera Logs

You can use the camera logs to diagnose and troubleshoot issues with the camera such as dropped frame rates
or poor video quality.
There are several ways you can capture the camera logs:
• Collect camera logs with the Cisco Webex Desk Camera app.
• Get camera logs with the Cisco Accessory Hub at https://upgrade.cisco.com/accessories.
• Send camera logs with Webex or Webex Meetings.
• If the self view looks good, then the problem may be with the network bandwidth. Work with your
network service provider to test your network performance and enhance the bandwidth.
The network bandwidth determines the video resolution in Webex meetings or calls. If the bandwidth
allows, the default resolution is 720P@30fps for Webex or Webex Meetings, and 1080P@30fps
for Webex Room devices.
• If the quality of your self view looks bad, then adjust the resolution in the Cisco Webex Desk Camera
app.
1. Enter chrome://flags/ in your Chrome browser window.
2. Scroll down and locate Experimental Web Platform features, and enable it.
3. Restart Chrome.
Cisco Webex Desk Camera Administration Guide
Video Quality is Poor
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