topic Webcam Utility Pro not working in TEAMS and Win 11 in EOS Webcam Utility Pro - Discussions

Webcam Utility Pro not working in TEAMS and Win 11

tony34 — Fri, 22 Mar 2024 17:21:29 GMT

I just tried using the new Webcam Utility with Windows 11 and it doesn’t work. Our IT folks couldn’t figure out why it was this application wasn’t working with Windows 11 and MS TEAMS.

Camera: M50 Mark II connected via USB
Windows 11 Enterprise, OS Build 22621.3007, Windows Feature Experience Pack 1000.22681.1000.0
Microsoft Teams Version 1.7.00.6058 (64-bit)

Re: Webcam Utility Pro not working in TEAMS and Win 11

Ron — Fri, 22 Mar 2024 16:11:25 GMT

Thanks for joining the conversation, Tony34!

So that the Community can help you better, we need to know exactly which operating system is running on your computer and version details. It will also help to know the model camera you are using and how you are connecting to your computer. That, and any other details you'd like to give will help the Community better understand your issue!

If this is a time-sensitive matter, click HERE search our knowledge base or find additional support options HERE.

Thanks and have a great day!

Re: Webcam Utility Pro not working in TEAMS and Win 11

tony34 — Fri, 22 Mar 2024 17:26:37 GMT

Hi Ron, I've updated my original post to include the details you suggested. I've already perused the Canon knowledge-base and while there are several posts on this topic, few if any have any are associated w/ verified solutions. Please provide guidance to evaluate and correct the root cause of this issue. Much appreciated. -Tony

Re: Webcam Utility Pro not working in TEAMS and Win 11

Ron — Fri, 22 Mar 2024 20:23:13 GMT

Hi Tony. Thanks for the additional information. Here are a few items you may want to check:

After installing the software, you will need to restart the computer, so the driver is correctly loaded to the MS Teams app.
Make sure that you are using a good, functioning cable.
Webcam Utility Pro cannot be used at the same time with other camera connected applications. You do not to uninstall the other applications; just close them.

Of course other Community members can add their comments or experience.

Re: Webcam Utility Pro not working in TEAMS and Win 11

tony34 — Fri, 22 Mar 2024 22:24:24 GMT

Ron, thanks for the reply.

See my screen capture below. As indicated in the video, the webcam software recognizes the camera being toggled ON then OFF. The camera is also recognized in the EOS utility, however Remote Shooting will not engage. Please read my additional notes below the video.

In my initial review of the issue I had come across same suggestions you've referenced. My IT support and I were able to eliminate those 3 possibilities.

The application was installed/reinstalled several times with several system reboots.
Several cables were tested and confirmed as serviceable by observing Windows acknowledging the camera was being connected/disconnect.
We verified no other applications were running in conjunction with Webcam Utility Pro.

What troubleshooting would be next? Is there somewhere within the system to detect what's preventing the video feed from starting? Any help is appreciated.

Re: Webcam Utility Pro not working in TEAMS and Win 11

Ron — Tue, 26 Mar 2024 15:13:38 GMT

Hi Tony. I see you said that you other camera software was turned off. Your second video seems to show EOS Utility being active. You will need to turn off the EOS Utility program too, in order for the Webcam Utility to work properly.

If the problem persists, you may want to contact our camera technical support team. They are well versed in the Webcam Utility and can troubleshoot the issue in real time. In the USA, they are at 1-800-652-2666 Monday-Friday: 9:00 am to 9:00 pm ET, Saturday: 9:00 am to 7:00 pm ET, excluding holidays. Outside the USA, you can find the support numbers for your country on our Global website - .https://Canon.us/globalsupport

Re: Webcam Utility Pro not working in TEAMS and Win 11

tony34 — Tue, 26 Mar 2024 15:37:14 GMT

Ron, not sure why you've assumed these programs were running at the same time. As I mentioned previously, the programs weren't running at the same time.

The second video is meant to convey that the EOS utility is also indicating an issue by not allowing the remote shooting to activate.

What issue would also cause Remote Shooting to be unavailable even when the camera is recognized by the computer?

Re: Webcam Utility Pro not working in TEAMS and Win 11

Stephen — Tue, 02 Apr 2024 19:58:06 GMT

This kind of complex issue is something that we can't diagnose here on the Community Forums. We think speaking with phone support live, one-on-one would be the best way to resolve it.

If you're here in the US, our team is at 800-OK-CANON (800-652-2666). Outside of the United States, go to https://canon.us/global

Have a great day!

Re: Webcam Utility Pro not working in TEAMS and Win 11

tony34 — Wed, 27 Mar 2024 19:28:15 GMT

Unforntunately the phone support team was unable to identify the issue.

Re: Webcam Utility Pro not working in TEAMS and Win 11

Stephen — Mon, 01 Apr 2024 19:11:51 GMT

Hi, Tony.

I did think of something I've encountered a handful of times that may impact your situation. The system requirements of the EOS Webcam Utility Pro are kind of specific. From what other users have reported, if you're using an AMD CPU, you might have issues, and if your computer was upgraded from Windows 10 to Windows 11, that also may not work. Below is an excerpt:

To use this software, your computer has to meet the following system requirements.

1. Supported OS
- Windows 10 (64-bit)
- Windows 11 (64-bit)

2. Supported Computers
PC with one of the above OS preinstalled and a USB port as a standard feature (Upgraded machines not supported)
CPU:
- Intel Pentium 1.6GHz or faster
RAM:
- 2 GB or greater

3. Display
- Screen Resolution: 1,024x768 pixels or more 
- Screen colors: Medium (16-bit) or more

You can find it HERE, then under the Webcam Utility, tap "Details" then "More Download Info"

Re: Webcam Utility Pro not working in TEAMS and Win 11

John_Q — Tue, 02 Apr 2024 21:13:38 GMT

Hello tony34,

I would like to make sure that the camera is connected directly to the computer via USB, not a HUB or anything of that nature. This could be causing the interruption in your connection. Does the camera work on another computer? I would suggest testing the camera on a different computer to see if this issue is isolated to this machine. It seems that it could be security related. Both issues are occurring when trying to use the live image from the camera. You may want to have your IT team take a look at your security/firewall settings. Are you an administrator on this machine? If not, you can have a member of your IT team try it while logged in as an admin to see if that is the issue.

Re: Webcam Utility Pro not working in TEAMS and Win 11

Waddizzle — Tue, 02 Apr 2024 22:00:32 GMT

Make sure that Wi-Fi communications in the camera is disabled. The camera cannot switch between USB and Wi-Fi on its own. And, you would not want it to, either.