EOS Webcam Utility PRO does not work after upgrade to Windows 11

[mgreis]

I used the original EOS Webcam utility with my Rebel T8i / 850D for five years, mostly for Zoom.  It stopped working when I upgraded to Windows 11.  I was told that I had to use the newer EOS Webcam Utility Pro.

I installed it and paid for a subscription.  I uninstalled the original EOS webcam utility.  I checked the installed applications to confirm that the old utility is no longer installed.  The camera connects to the system, but all I see is the the B&W EOS Webcam utility splash screen when I start a Zoom meeting.  I have rebooted and reinstalled the software (more than once).  I've tried connecting the camera directly to my Lenovo laptop as well as to the USB hub I've been using with the webcam. Nothing.

Where do I go from here?  It's extremely frustrating to have paid for a subscription and have no support.  

Thanks for any help anyone can offer.  

[jrhoffman75]

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@mgreis wrote:

I used the original EOS Webcam utility with my Rebel T8i / 850D for five years, mostly for Zoom.  It stopped working when I upgraded to Windows 11.  I was told that I had to use the newer EOS Webcam Utility Pro.

I installed it and paid for a subscription.  I uninstalled the original EOS webcam utility.  I checked the installed applications to confirm that the old utility is no longer installed.  The camera connects to the system, but all I see is the the B&W EOS Webcam utility splash screen when I start a Zoom meeting.  I have rebooted and reinstalled the software (more than once).  I've tried connecting the camera directly to my Lenovo laptop as well as to the USB hub I've been using with the webcam. Nothing.

Where do I go from here?  It's extremely frustrating to have paid for a subscription and have no support.  

Thanks for any help anyone can offer.  

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Have you called Canon support at 1-800-OK-CANON?

[mgreis]

Hi John and thanks,

Yes, it finally occurred to me to try them.  The support page is keyed to Canon hardware, so it hadn't occurred to me that they would be willing or able to help me.  They were, however.  We got it working, but neither I nor the support rep nor I quite figured out how.   I think we unplugged and re-plugged the camera from its power source, but I didn't have to reboot my computer or any of the software.  It just started working.   I can't therefore offer much assistance to others running into problems.  

[mgreis]

So, two plus months on, the same problem re-appeared.  Apps (e.g. Zoom) show the EOS Utility Pro but no camera image displays.  Upgraded to latest version of EOS Utility PRO (2.3.70).  Nada.  

Called tech support.  They were as puzzled as I was.  I went to the camera to confirm for the tech that Wireless was off.  Turned the camera on to the regular camera mode, opened the back screen and confirmed Wireless was off.  Closed the screen, turned off the camera and turned it back on to video mode.  Camera image pops up on EOS Utility menu and on Zoom.  Why?  No clue.  Just happy to have it working.  Exited EOS Utility and Zoom meeting.  Started a new meeting.  EOS Utility PRO displays camera image just as it's supposed to.  

Still no idea what causes the problem and what actually resolves it.  Hoping it stays fixed.