Webcam Setup and Troubleshooting

Setting up your WGU-issued web camera

Pre-Launch Checklist

Troubleshooting Steps

Common Errors

 

Setting up your WGU-issued web camera


If you have an internal webcam (such as the ones found in laptops), you may need to switch to the external WGU webcam for your online proctoring session. Follow these steps to set up this external webcam:

 

  1. Place the webcam on a flat surface (such as a desk) about 24–30 inches from your position.
  2. Connect the webcam to your laptop or desktop through a USB 2.0 port.
  3. Wait approximately 30 seconds for webcam drivers to download.
  4. Test the webcam using the WGU System Check to make sure it is working. You may be prompted to give the website permission to use the camera.
  5. If your video is blurry, turn the knob on the front of the camera to adjust the focus.


Pre-Launch Checklist


Follow these steps to prepare for your online proctoring session:

 

  1. Ensure you are in a well-lit, quiet, and private room. The lighting of your room must be daylight quality, and overhead lighting is preferred. If overhead lighting is not possible, make sure your light source is not directly behind you because that will make it difficult for your proctor to see you.
  2. Clear your workspace from any non-permitted items.
  3. Have your government-issued photo identification (ID) ready, and a dry-erase whiteboard and calculator (if applicable).
  4. Make sure the webcam clearly shows the following:
  • Your face
  • Your hands
  • Your keyboard
  • The area around the keyboard (about 10 inches)


Troubleshooting Steps


The steps below should help you resolve most issues related to problems you may experience with your WGU webcam.  

 

  1. Ensure your the computer is plugged in and powered on.
  2. Ensure the cord isn’t kinked or pinched.
  3. Ensure the webcam is plugged into a USB 2.0 port.
  4. Wait 10 - 20 seconds for the webcam software to load.
  5. Test the webcam connection (you need to authorize connection to the camera after the page loads).
  6. Enable the external webcam using the Device Manager - changing settings. For more information, please see this video
  7. Adjust the camera focus – turn the knob on the front of the webcam.
  8. Ensure the photo button on the top of the webcam is not stuck down.
  9. If needed, you can use the driver disc that came with the webcam, or download the device driver at our driver support site.
  10. Restart the computer if settings have been changed in Device Manager or if the drivers were installed from the disc or website.
  11. USB not recognized - If you receive a "USB not recognized" error message, please contact Assessment Services for further assistance.


Common Errors

 

Webcam and Microphone - Flash test fails


If your system failed the Webcam and Microphone - Flash test of the WGU System Check tool and you are using Chrome, you may need to enable Flash. Instructions for enabling Flash can be found in How to Enable Flash in Chrome

 

Help enabling Flash in other browsers can be found in Enable Adobe Flash.

 

Web camera not detected:

 

Try the following steps to resolve this issue:

 

  1. Disconnect and reconnect the web camera.
  2. Disconnect any other unused devices and reconnect your web camera only.
  3. Ensure that you are using a USB 2.0 port.
  4. Try using a different USB 2.0 port.
  5. Restart your computer and plug in your web camera as soon as your computer is finished loading.
  6. Uninstall and reinstall the Camera Capture software.


You cannot find your camera:

 

Try the following steps to resolve this issue:

 

  1. From your start menu select Control Panel > Hardware and Sound > Devices and Printers. Your USB 2.0 Camera should be listed. You now need a program such as our Camera Capture software, Skype, or Photo Booth (if using a Mac).
  2. Your web camera may not be responding or associated with another program. In most instances restarting the computer can correct the problem. Reopen or reconnect your web camera as soon as your computer is finished loading.
  3. It takes between 10-20 seconds after being plugged in for your computer to fully recognize your web camera.
  4. Go to our web camera driver support site and download the simple camera capture software applicable to your Mac or PC operating system. Once the software is installed you are able to view your web camera by opening the camera capture software.

 

Video not appearing or blurry:

 

  • Make sure the web camera is the selected device.  
    • Note: the name of your web camera is USB 2.0 Camera.
  • If you see an out-of-focus video image adjust the manual focus by turning the outer chrome lens ring either left or right to bring the picture to your preferred quality.


Proctor cannot hear me/I can't hear the proctor:

 

  • Make sure your speakers are attached.
  • Make sure the volume on your computer is not turned down.
  • Make sure the web camera is not placed too far away from you.
  • Make sure the microphone is not covered on your web camera.
  • Control the microphone volume from your start menu:
    • Click Control Panel > Hardware and Sound > Devices and printers. Your USB 2.0 Camera should be on the list of options.
    • Right click, select Sound Settings > Recordings.
    • Double click the microphone to adjust recording levels.


Information specific to Apple Mac computers:

 

  1. In Spotlight (magnifying glass in the top right of the screen) search for "Photo Booth" to open Photo Booth.
  2. Click the Camera option in the top panel to display a drop-down menu.
  3. Select "USB 2.0 PC Camera."
  4. The image should switch to the WGU webcam.
  5. If Mac drivers are needed, go to the WGU webcam driver support site.

 

Information specific to Windows 10 computers:

 

  1. After plugging the webcam in, search for "Camera" in the lower left corner.
  2. Click Settings.
  3. Click Privacy in the left navigation pane.
  4. Click Camera and slide "on" access to the webcam. You should then be prompted to select from the internal/external webcam.
  5. Click Microphone and slide the microphone to "on" to test the sound of the webcam.
  6. Verify the functionality of the webcam by using the WGU System Check.
  7. "Allow" Flash Player Settings.
  8. Click the small webcam icon (left from the Close button).
  9. On the drop-down menu, select the USB2.0PC Camera. The webcam should now start capturing and the display visible in the view window.

 

 

 

 

Article Number: 61392

 

 

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