Follow these steps when:
- The video frame in the studio looks black, green, or is missing entirely
Likely causes:
Empty video frames in the studio can be caused by device settings and connectivity. Another program connecting to your camera at the same time can cause it to briefly disconnect from Riverside, which can result in a black or blank video frame.
Suggested troubleshooting steps
- Close the Riverside browser tab and rejoin the studio.
- Close any other programs, apps, or browser tabs that may be trying to access your camera. If you can't close a program that's using the camera, turn off its video preview so only Riverside displays the camera signal.
- Select a different camera (if another one is available) and see if the same error occurs.
- If you are using an external camera, confirm it is physically connected and that any program necessary to use it as a webcam is running:
- If you are on a Mac, use Quicktime to select the external camera and create a test recording.
- If you are on a PC, open the Camera app and select Change Camera.
- Confirm the cable connecting the camera to your computer is not loose or damaged. Use the original cable that came with the camera when possible, and avoid USB hubs or adapters, as they can reduce the data rate between the camera and your computer.
- Change your browser's graphics acceleration setting.
- Have the host change the studio's default video resolution to standard resolution.
If the issue persists, please contact Support.