The other party can't see your video during a video call

When you place a video call from the Cloud Voice App in a browser and the person on the other end sees no picture from your camera, the problem is usually a browser setting rather than the call itself. This most often affects the web client running in Google Chrome (version 88) on macOS, where a disabled hardware acceleration option can stop your video from being sent.

To fix it, confirm that hardware acceleration is turned on in Chrome:

1. In the top-right corner of Chrome, click the menu button, then choose Settings.

2. In the left-hand navigation, go to Advanced > System.

3. Under System, look at Use hardware acceleration when available. If it is switched off, turn it on.

   Note

   Hardware acceleration lets Chrome hand video encoding work to the computer’s graphics chip (GPU). When it is off, Chrome can fail to encode your outgoing camera stream, so the other party sees a blank feed even though your camera is working.

   

Tip

After changing this setting, restart Chrome so it takes effect, then start a new video call to confirm your feed is now visible to the other party.