2.0 Troubleshooting
This part of the document contains information and certain FAQs for the most common issues
users might face.
When troubleshooting, please make sure the user is testing with the provided Huddly
cable. The camera might work with other cables, but if the camera is experiencing an issue,
always ask the user to test with the provided Huddly cable to rule out cable issues.
2.1 First troubleshooting steps
Initial troubleshooting consists of checking the following things:
● Is the customer using the provided Huddly cable?
○ If not, please test with the Huddly cable. Third-party cables are sometimes the
issue.
○ For more help on cables, please see point 2.2.
● Is the camera plugged in to the correct USB port?
○ Sometimes there are only certain USB ports that will work with the camera.
Please ask the customer to test different USB ports.
○ For more help on USB ports, please see point 2.3.
● Is the camera software up to date?
○ You can check our Software Releases website for information about the latest
stable version. The customer should always aim to have the newest software
version available on their camera.
○ For more help on software updates, please see point 2.4.
● Does the Huddly App show any error messages?
○ Please see point 2.4 for details about handling the different error messages.
● Is the camera working in different video client applications (VCAs?)
○ Please also have the customer check if the camera works on the camera app on
their device and other VCAs, to rule out the different applications as the cause of
the issue.
○ For more help on supported VCAs, please see point 2.5.
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