Webcam Troubleshooting

If you are experiencing issues with your webcam in relation to the Photo ID feature in VisitorRego, the troubleshooting guide below may help you fix the issue.

Firstly, ensure that the Photo ID feature is enabled in VisitorRego. Instructions on enabling this feature and showing the webcam preview in Self-Registration mode can be found in the knowledge base article Photo ID Capture.

If the Photo ID feature is enabled but the webcam preview is not appearing in VisitorRego Self-Registration mode, check the following:

1. Front-facing webcam: Make sure your device has a front-facing webcam, either built-in or connected via USB. VisitorRego-supplied units, such as Surface Pro tablets, come with a front-facing webcam suitable for Photo ID capture. If you are using your own hardware, ensure a working webcam is available and properly configured.

2. Black preview issue: On some tablets, the system may prioritise the rear-facing camera, causing the webcam preview to show black. To fix this:

• Open Device Manager in Windows
• Built-in webcams on a Surface Pro are found under System devices, usually listed as something like Microsoft Camera Front and Microsoft Camera Rear
• Right-click the rear-facing camera and select Disable device
• This forces VisitorRego to use the front-facing camera.



3. Testing the webcam outside of VisitorRego: Another useful tool for troubleshooting webcams is the Windows Camera app. Using this app allows you to test the webcam independently of VisitorRego, helping confirm that the camera is working correctly.

• Close the VisitorRego application first, as it may already be using the webcam.
• Open the Windows Camera app and verify the camera feed.

4. USB webcams: If using an external webcam, ensure it is firmly connected to the USB port and not being used by another application.

Once the webcam is confirmed working outside of VisitorRego, reopen VisitorRego and check that the preview now appears in Self-Registration mode.


If you are still having trouble getting the webcam to work, please contact our friendly support team.

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