Categories: I found a bug! : Video Chat : Gmail :

Video chat not working - video replaced with profile photo

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Video chat not working - video replaced with profile photo Art Morgan 2/8/12 2:37 PM
In the last few weeks video chat broke for everyone in our organization (we use Google Apps for Education).  The audio works, but instead of seeing video we only get the profile photo of the other person (see attached screenshot). 
Re: Video chat not working - video replaced with profile photo Art Morgan 2/8/12 2:40 PM
To expand on this, Google claims they have not heard reports of this problem for others, and they also say they don't support Google Chat.  It seems hard to believe though that it would start happening to at least 6 of us at the same time and it not be a bug.  Has anyone else experienced this?  Do you have a fix?
Re: Video chat not working - video replaced with profile photo Nina B 2/12/12 5:48 AM
I've been having a similar problem. I have a Macbook running Mac OSX v.10-6-8. I was using an older version of Firefox. A few weeks ago I was unable to see or hear the other person on Google video chat, but they could see and hear me, and I could also see myself on video.  When I went to the chat settings, I could verify both audio and video.. I tried reinstalling the Google chat software. I tried enabling the video lab enhancement. Nothing worked.

Then I updated to the latest version of Firefox, and the audio came back when using Google video chat(could hear my partner), but could no longer see the video of myself. Just to mention, Skype works fine and video chat on Facebook (partnered with Skype) also works fine.  I believe this is a Google bug because I've read many posts from users with the same issue.
Re: Video chat not working - video replaced with profile photo Cadhla 2/17/12 2:04 PM
I've had the same problem. I can see and hear people who video chat me, but none of them have visual of me, nor can they hear me. I've gone to "settings" and "verify your settings" for chat, and the test-runs for my video and audio work fine, so there shouldn't be an issue. It's not that my webcam and mic aren't working, it's that Gchat isn't putting it through to the other person. I've had this issue before, and it'll start and stop. 
Re: Video chat not working - video replaced with profile photo Craig Long 2/17/12 7:22 PM
Make sure Google Talk Plugin is listed as an Allowed Program or Feature in your Firewall.
Re: Video chat not working - video replaced with profile photo Craig Long 2/18/12 7:42 PM
Required ports:  http://support.google.com/talk/bin/answer.py?hl=en&answer=27930
Re: Video chat not working - video replaced with profile photo jnewell384 2/20/12 10:39 AM
How does one do that? My wife has never had this problem on her computer, and her live video chat shows up on other people's laptops. I'm running Mac OS 10.6. Mine was working until a few months ago. Now I can hear but not see anyone on video chat. Thanks. 
Re: Video chat not working - video replaced with profile photo Craig Long 2/20/12 9:17 PM
I can't see/hear my friend:  http://support.google.com/chat/bin/answer.py?hl=en&answer=162045
Re: Video chat not working - video replaced with profile photo Usanga 2/21/12 8:11 AM
I've been having the exact problem for at least a month and I tried all the troubleshooting methods suggested by Google and nothing works. I have a Macbook Pro and I'm running OSX 10.6.8.  My firewall isn't the issue because the Google plugin isn't blocked and it had nothing to do with the browser, because I tried to "verify video" settings while in Safari and Firefox. I am able to verify audio, but not video. In Facetime, my webcam works, so it's not the camera. Google needs to fix this from ASAP. It's obviously a bug if all of us are having this problem.
Re: Video chat not working - video replaced with profile photo peter.a.montero 2/24/12 8:32 PM
I am invisible on video chat; I can see video of & hear the other party, but they can only hear me & see the photo associated with my signature.

This doesn't feel like something that's linked to a particular computer, OS or browser (well, maybe not on the browser, actually).

I say this because I can't be seen by anybody that I've tried to video chat with over the past few weeks, regardless of hardware or OS, and my wife uses the same hardware & OS to use video chat with no problems. 

To be exact, I haven't used video chat with many others, primarily with my wife when I'm on a business trip. At home, we share a Leopard iMac but both have our own laptops (she's a Macbook & I have a work Windows 2007 laptop) and I have an iPad2 & an Android 2.3 smartphone. I installed Vtok on the iPad to be able to use Google video chat on it, to no avail... Is this part of the problem with my account, now?

I ask this because, again, my wife doesn't have any issues with video chat on her gmail account, even when she uses the iMac that we share (& on which I have this problem). If I log onto my account on Chrome (or Safari) and log onto her account on the other ISP, on the same computer, I will not be able to video chat between the two accounts. Like I said, I don't think it's related to the computer, OS or ISP, based on what I am experiencing.

I think it's in the Gmail account, itself. Back to my question about Vtok, is this creating a problem for my account that appears, even, on devices on which I'm not using Vtok?

Thanks. Just got back from a business trip and quickly got a Skype account to use reliably. Gmail is convenient, being that it's my one-stop communication tool (email, video, audio, etc.), but this has put a chink in Google's armor for me.
Re: Video chat not working - video replaced with profile photo peter.a.montero 2/25/12 1:15 PM
Craig,
I'm tired of "experts" posting Troubleshooting links that, in most cases, I've already tried or, if I haven't, are just shots in the dark to solving something that is a real problem.

I'm convinced it's a bug on Google's end and it would be great to have access to actual Technical Support from Google to resolve issues like this. The only thing I've been able to find has been the Troubleshooting guide (woefully inadequate for this problem) or these Forums. Are you Google Technical Support? If so, then, please contact me to personally get at the root cause of this problem & help me solve it. If you're not Google Technical Support, then, identify yourself as such and, for god's sakes, stop pretending to have answers that are far from solving the problems. Posting links to Troubleshooting is not "solving" the problem (not even close to it). I know you (and others like war17) are trying to be helpful but, really, it's not. In fact, it's going in the opposite direction. It's frustrating. 

On the grand ship Google-ania, there must be experts that know how to get the lifeboats down and into the water. If not, I'm jumping because this is exposing problems that I don't want to see in a group that purports to want to be my one and only answer to communication in the new age.

Actual Technical Support, anybody? Where is it? Am I missing something obvious as to where to find it?
Re: Video chat not working - video replaced with profile photo Craig Long 2/25/12 3:00 PM
Google has no technical support that I know of and you will not get any technical support you need for free.  I don't know if you could pay Google for support.  Why don't you take your computer to a local shop.  If they can get it to work with what you want then it would be worth paying for it.  Then ask them what the problem was so that you could fix it yourself next time.
Re: Video chat not working - video replaced with profile photo peter.a.montero 2/25/12 5:44 PM
If this was a problem with my computer, that would be one thing but this is an issue with my account. My wife uses the same computer to successfully video chat. I've logged into both accounts on the same computer, using a variety of ISPs and, regardless of the combination, my video is not visible to my wife and my wife's is visible to me. The computer is fine, thank you.

Reading these boards makes it clear that we're not alone and I've clearly run out of possible solutions from the Google family. I work in product development for a car company and, personally, I'd be horrified if my company had issues with it's product and left it's customers to figure it out for themselves. This is no less of a mystery to me than a car's electrical system would be to most people. Certainly, if there were something wrong with my computer, I'd have an expert look at it... And would expect, not only the computer manufacturer but, the software supplier to have technical support for issue resolution.

Certainly, a company that wants to be all things to me in my interaction through the ethers of the virtual world, should be a bit more of a partner than one that leaves problem resolution to smoke signals between distant Tribes.

Re: Video chat not working - video replaced with profile photo peter.a.montero 2/25/12 5:44 PM
Re: Video chat not working - video replaced with profile photo scott-42 2/25/12 5:55 PM
It seems my account is having the same problem here which is really annoying because it was working fine for months. I've tested this on Mac OS X 10.7.3 and 10.6.8 with flash 10 and flash 11 and no combination seems to change the profile picture issue. This really seems like a bug with video chat.
Re: Video chat not working - video replaced with profile photo Lebrian 2/26/12 12:26 PM
I have the same problem! my camera works on ichat but not the google chat...
Re: Video chat not working - video replaced with profile photo Lebrian 2/26/12 12:30 PM
I was using chrome and it didn't work, then I switched to firefox and it worked. 
Re: Video chat not working - video replaced with profile photo MacBookPro 2/26/12 1:11 PM
Same problem here... I have Mac running Lion OS and can not see video while my wife's Mac runs Snow Leopard and no problem with video at all. Skype and ooVoo work well for me... so it must be Google's bug...
Re: Video chat not working - video replaced with profile photo KatherineG 2/26/12 8:27 PM
Hi all,

Sorry to hear about your frustration with this issue.  I have heard some similar reports, and know that users are finding success with the following workaround in some cases: 
Go to the Labs tab in Gmail Settings > enable video enhancement feature.  Reopen the browser and verify settings.

Let me know if that helps at all.  If not, please all reply with:
-browser
-OS
-plugin version
-flash version

Thanks!
Katherine


Re: Video chat not working - video replaced with profile photo scott-42 2/26/12 11:30 PM
I've tried with and without the labs video enhancement and it still doesn't work.

Browsers: Firefox 10.0.2, Chrome 17.0.963.56, and Safari 5.1.3 (7534.53.10)
OS: Mac OS X 10.7.3
plugin version: Google Talk Plugin v2.6.1.5251, Google Talk Plugin Video Accelerator v0.1.44.14
Flash version: 11.1.102.62
Re: Video chat not working - video replaced with profile photo Craig Long 2/27/12 12:47 AM
People have had success with this for about a year:   https://skydrive.live.com/?cid=73c82b3219805538&id=73C82B3219805538%21532
Re: Video chat not working - video replaced with profile photo KeithR 2/27/12 7:55 PM
@PMontero: "I work in product development for a car company and, personally, I'd be horrified if my company had issues with it's product and left it's customers to figure it out for themselves."
I'm guessing your company's products cost a little more than this one?
Re: Video chat not working - video replaced with profile photo peter.a.montero 2/28/12 4:00 AM

Maybe, but Gmail's "cost to me" doesn't make it any easier to stomach if it's so indispensible to me (or as indispensible as Google would like it to be to me). 

There's also the issue of Google's business model to consider; the money is made by gaining & retaining users; the more there are,  the more dollars are brought in through ads and other commercial  subscription services, so it's clearly not a case of not making business sense to support a product that is well beyond the technical capabilities of most users to troubleshoot, themselves. 

Our satisfaction as users of even just free services is key, especially as competitors grow... I'm using an Android phone; think that's not important to Google? It was free with the contract. Does that mean Google is off the hook if there are bugs with it (there aren't)? How much should somebody trust a company if they have negative experience with one of (even a somewhat dissociated) enterprise?

No, I think there are plenty of reasons for this to be taken seriously. As a customer of any business venture (even in Google's untraditional business which is, after all predominantly built on providing a service, after all), I think it's incumbent upon me to let the merchant know my faith is shaken. Better that than silence and the less personally it's taken, the more chance for growing the enterprise there is.

My frustration is in having a troubleshooting tool, apparently the only one, that is ill-equipped to provide timely solutions to problems that turn something that is pulling in users with a real value, into something that is unusable. And, actually, by voicing frustration, I have made contact with actual Technical Support from Google; the fact that the "experts" on this board would suggest that there is no such thing as Technical Support, says a lot. Technical Support is actually being very helpful and I'm happy to discuss these issues with them in a civilized manner.

BTW: We don't talk Price Position in the company that I work- we talk Value Position because, regardless of the price paid, we want the consumer to look at us as a company that always more than merely fills a need and adds surprising benefits (even if not "needs") that our competitors can't/won't. We've historically been a "cheap car" but are moving successfully from that position, and the first big move wasn't about product but about gaining confidence with real, as well as implied, service. Google has been that company that provided real value (regardless of being, for the most part, "free") but, with Amazon, Apple, Facebook (among other "who knows they're out there" companies), all moving toward similar competitive ground, this is a big deal.

Re: Video chat not working - video replaced with profile photo KatherineG 3/1/12 6:08 PM
Hey all,

Please continue to try the various workarounds, including reinstalling the plugin as it is updated frequently to accomodate updates to the plugin and fixes to issues.  You may also want to make sure that you have the bandwidth requirements mentioned here: http://support.google.com/chat/bin/answer.py?hl=en&answer=161985

Thanks!
Katherine


Re: Video chat not working - video replaced with profile photo macmanrh7 3/2/12 12:15 AM
Same problem here, using Linux and Chrome. Now, it did work perfectly until some days ago, and on my laptop it still does. What is up, Google? 
Re: Video chat not working - video replaced with profile photo Mreoso 3/16/12 11:08 AM
This might be redundant, but I did find that under "Labs" in the settings there is a app that was screwing with my video. Seemed to fix the video once I enabled it.
So try that. Setting>Labs...scroll down to video.
Re: Video chat not working - video replaced with profile photo justin.seiferth 3/26/12 6:02 PM
Same here- camera works in all other applications only not in skype.  Same under chrome and firefox. My daughter is using an older plugin version under Mint Linux and it works fine.
Re: Video chat not working - video replaced with profile photo FOUND A SOLUTION 3/29/12 7:44 PM
Recently I noticed that I was only seeing icons for my picture and for the other person.  On their end it was working fine.  I'm running MacBookPro Software  Mac OS X Lion 10.7.2 (11C74)

I FOUND THE SOLUTION!!!!   (at least for me).

1. Clicked the gear icon at the top right.
2. Clicked Settings.
3. Clicked labs.  
4. Found the lab called "Video chat enhancements" 
5. ENABLED IT
6. SAVE

I came back out to the chat area and my video worked!  I hope it works for others as well. 
Re: Video chat not working - video replaced with profile photo gv91745 3/29/12 8:09 PM
Worked for me too... sort of.

First, I'm 100% convinced it's not my computer, it's not my network, and it's not my firewall. How do I know? I'm running two Macbook Pro laptops, side by side, on my home wifi network. OSX 10.6.8 + Firefox on one, OSX 10.7.3 + Chrome on the other. Each laptop is logged into its own Gmail account. In each account, I went into Settings -> Chat and tested the video settings to make sure both video and sound work. Then, I initiated chat, and the video from Account #1 doesn't transmit to Account #2; I get just a still photo (avatar). Then, on each computer, I logged out of the Gmail account and logged into the other, and initiated chat. Same problem: video from Account #1 doesn't transmit to Account #2. In other words, the problem was connected to which Gmail account I logged into, not the particular laptop I used.

Secondly, I enabled the video enhanced plugin in the "Labs" section of the setting, and dialed from Account #2 to Account #1. Voile! It works! But then I tried having Account #1 dial Account #2. The same problem: no video transmitted from Account #2.

I'd say Google's got some work to do. In the mean time, I'm exploring other apps, like iChat, which can use Google Accounts.

HTH.
Re: Video chat not working - video replaced with profile photo KatherineG 3/29/12 11:32 PM
Sorry you're still bumping into this g92037, but thank you for taking these steps to try to troubleshoot further.  Just to confirm, you have made sure that the Video Chat Enhancements lab is enabled in both accounts, correct?  

Let me know!
Katherine
Re: Video chat not working - video replaced with profile photo gv91745 3/30/12 8:37 AM
Hi KatherineG-

Yes, Video Chat Enhancements lab is enabled in both accounts.

I've tried it with VCE being off on both, being on on only one, and I don't see a consistent pattern. I *thought* I saw a pattern, i.e., a way to make it work, but this morning it's not working  again.

Please let me know if there is something I should try.

-g92037
Re: Video chat not working - video replaced with profile photo KatherineG 3/31/12 11:42 PM
Have you compared the rest of the settings to see if there is anything in your Chat settings that is different on one account vs. the other.

Also, have you tried doing the test above with a different user vs. just Account 1 to Account 2?

Thanks for doing all this troubleshooting work, and we'll hopefully get this sorted out soon!

Katherine
Re: Video chat not working - video replaced with profile photo macmanrh7 4/1/12 12:54 AM
Same here, except that I use Linux, and Videochat (from one and the same account)  works from my Laptop but not from my Desktop computer. It did work perfectly from both compuetrs before.
Re: Video chat not working - video replaced with profile photo Ktate 4/6/12 5:59 AM
Yes this finally worked.......
Re: Video chat not working - video replaced with profile photo JmKlahr 4/15/12 9:08 AM
Hi. I also having the described issues with my Macbook Pro running 10.6.8 I took it into the Genius Bar where they reset all settings and reinstalled all my browsers, flash player and the google plug in. We then tried my account on a test computer and it continued to have these same issues. Please help. 
Re: Video chat not working - video replaced with profile photo KeithR 4/17/12 7:51 PM
@JmKlahr, which of the suggestions above have you tried?
Re: Video chat not working - video replaced with profile photo jdubb247 4/18/12 12:00 PM
I'm having the same issue.  Here are my system details:
-Windows 7
-Chrome
-latest version of Flash
-latest version of google chat plugin

I've tried:
-turning off mcafee
-turning off windows firewall
-reinstalling google chat plugin
-tried using IE instead of Chrome
-turned on and off the labs advanced settings
-used my account on a different laptop on the same network and it worked fine.

any ideas?
Re: Video chat not working - video replaced with profile photo KeithR 4/18/12 6:23 PM
@jdubb247, try uninstalling the chat plugin again, this time apply the following extra step:
This note posted elsewhere by Google Guide KatherineG might help:
Some people are experiencing the voice and video plug-in not being recognized by their browser in Gmail. This means that devices may show as 'Detecting devices' in Chat settings or you may be prompted to install the plug-in despite having already installed it. We are working hard to resolve this issue. In the meantime, a possible workaround for this issue is to delete the googletalkplugin_port file on your computer. Below are instructions on how to find this file based on your operating system:
Mac OS X: Finder/Library/Application Support/Google/Google Talk Plugin
Windows XP: C:\Documents and Settings\\Local Settings\Application Data\Google\Google Talk Plugin
Vista: C:\Users\\AppData\Local\Google\Google Talk Plugin 
Re: Video chat not working - video replaced with profile photo technojunkie 4/25/12 11:54 AM
I just set up a new workstation.  I was trying to set up my google video chat on it and I am experiancing the same issues as original post.  I have not completely solved it yet but here is some interesting observations:

Issue: 
1) The other person on chat can see and hear me fine and I can see them.
2) Audio works fine
3) I can not see the output from my own cam or the video feed from the other person
4) other chat programs work fine.
5) tested with (2) different cams that have been confirmed to work on other systems and also work in other chat programs.

Enviornment:
Processor: AMD E-300 APU with Radeon(tm) HD Graphics, 1300 Mhz, 2 Core(s), 2 Logical Processor(s)
OS: Microsoft Windows 7 Professional
System Type: x64-based PC "Means 64-bit"
Adobe Flash Player: 11,2,202,233 installed
Antivirus: Turned off
Firewall: Turned off
Malware: Turned off
Popup Blockers: Turned off

I did not list the results of each camera because the results were identical so which camera was in use is a "Non" issue in this problem.

Results by Browser:

FireFox:
Build identifier: Mozilla/5.0 (Windows NT 6.1; WOW64; rv:11.0) Gecko/20100101 Firefox/11.0
Adobe Flash Player: 11,2,202,233
result: 
1) The other person on chat can see and hear me fine and I can see them.
2) Audio works fine
3) I can not see the output from my own cam or the video feed from the other person

Safari:
Build identifier: 5.14 (7534.54.16)
Adobe Flash Player: 11,2,202,233
Result: 
1) The other person on chat can see and hear me fine and I can see them.
2) Audio works fine
3) I can not see the output from my own cam or the video feed from the other person

Chrome: 
Browser Won't Install...lol
Gives error "Unknown"
Tried several versions

Internet Explorer:
Build identifier: 9.0.8112.16421 - 64Bit Version
Update Versions: 9.0.6
All Works Fine!!!

Internet Explorer:
Build identifier9.0.8112.16421
Update Versions: 9.0.6
All Works Fine!!!

Conclusion:
Too early to tell but I think it has something to do with Adobe Flash Player.

Just wanted to doccument my observations so far incase it helps someone.

Re: Video chat not working - video replaced with profile photo KatherineG 4/25/12 5:09 PM
Have you turned on the Video Enhancements Lab in Gmail Settings > Labs?  That often helps this issue.

Also, thank you for your very well-structured, yet succinct post!  Definitely made it very easy for me to follow :)

Katherine
Re: Video chat not working - video replaced with profile photo LeonvanHeerden 5/7/12 9:17 AM
The Gmail -> Settings -> Labs -> Video Enhancement on the side affected with the problem resolved the issue. It was disabled on both sides. 
We enabled it on the working side first and that made no difference. Then we enabled it on the side that only showed the profile pic and then then it worked. 
This does affect your Video in Google+ as well.


Re: Video chat not working - video replaced with profile photo technojunkie 5/7/12 10:21 AM
Your suggestion did the trick.  Thanx ;-)  Interestingly when I made the flange in 1 browser it went into effect on all of them.  Works on all installed browsers now.  Thanx again.
Re: Video chat not working - video replaced with profile photo HFilby 5/23/12 6:23 PM
 I have tried several searches dealing with the fact that my google video chat - I am on HP Elitebook Windows7 64 bit - (1)  does not make the connection from my end when the person with the mac (osx8) answers. She can see and hear me just fine on herMAc, while on my end when she answers I cannot hear or see her at all because my google video chat does not go into the "double box" mode. I can see myself but not her, and there is no "box" that shows up for her.. We enabled google labs, settings are correct and gone through all of the typical suggestions, including of course reinstalling. 

Separate issue:  although google video recognizes my camera in chrome and firefox (hence the abive problems) it does NOT in IE9 at all, although chat settings are correct and all register just fine. HELP!!!?
Re: Video chat not working - video replaced with profile photo HFilby 5/23/12 6:24 PM
ME TOO!   I have tried several searches dealing with the fact that my google video chat - I am on HP Elitebook Windows7 64 bit - (1)  does not make the connection from my end when the person with the mac (osx8) answers. She can see and hear me just fine on herMAc, while on my end when she answers I cannot hear or see her at all because my google video chat does not go into the "double box" mode. I can see myself but not her, and there is no "box" that shows up for her.. We enabled google labs, settings are correct and gone through all of the typical suggestions, including of course reinstalling. 
Re: Video chat not working - video replaced with profile photo HFilby 5/23/12 6:31 PM
No help if you have Windows 7 as I do
Re: Video chat not working - video replaced with profile photo Denny101 7/16/12 3:39 PM
Me to
dashawn 7/17/12 8:32 AM <This message has been deleted.>
dashawn 7/17/12 8:33 AM <This message has been deleted.>
Re: Video chat not working - video replaced with profile photo queenofit 11/5/12 5:48 PM
Thanks, I finally got my video chat box back doing that. I could not find "Video chat enhancements" ...however, I did see a box that enabled "chat moved to right side of email". Now at least it showed back up. Before I did your suggested fix, I had lost all my contacts icons and my video chat box as well. Strange how it just up and went away by itself. Must be a google bug for sure.
Re: Video chat not working - video replaced with profile photo Craig Long 11/5/12 10:44 PM
"Video chat enhancements" is no longer an option.
Re: Video chat not working - video replaced with profile photo KeithR 11/6/12 1:51 AM
On Tuesday, 6 November 2012 12:48:30 UTC+11, queenofit wrote:
... Strange how it just up and went away by itself. Must be a google bug for sure.

You probably accidentally clicked on the show/hide icon which the Right side chat overrides.  The right side chat often breaks other features, so if you need to disable it, you can show the normal chat box again by clicking on the same icon - it's the rectangular conversation bubble at the bottom left of the Gmail page (NB: It's not there while you have right side chat enabled).
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