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Article ID: 921332 - Last Review: September 9, 2013 - Revision: 9.0

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Symptoms

You experience the following issues when you use a Microsoft LifeCam together with Windows Live Messenger to make a video call to a contact:
  • When you use a Microsoft LifeCam together with MSN Messenger or with Windows Live Messenger to make a video call, you may receive the following error message:
    Your conversation cannot begin because your camera is currently in use or not plugged in. Make sure that your camera is available and try again.
    Additionally, in the video call, your video is not displayed.
  • You cannot hear the contact, even though the contact can hear you.
  • You can hear the contact. However, the contact cannot hear you.
  • You cannot see the LifeCam dashboard in the video call window.
  • There is no sound or you hear an echo.
  • The audio and the video are not synchronized.
  • The video is delayed.
Additionally, when you use the Windows Live Call feature in a LifeCam to make a video call to a contact, Windows Live Messenger does not start.

Resolution

Close LifeCam or any other webcam software

First verify that another program (such as the LifeCam software) is not running and using your LifeCam. Close any other programs that may be accessing your LifeCam. If you do this and it does not resolve the problem, follow these steps in the order in which they are presented.

Verify the status of the Windows Live service

Your video call could fail if the Windows Live Messenger service is experiencing difficulties. Check the network status of the Windows Live Messenger service. To do this, visit the following Microsoft Web site:

http://download.live.com/messenger (http://download.live.com/messenger)

Install the latest version of Windows Live Messenger

  1. Visit the following Microsoft Web site:
    http://explore.live.com/windows-live-messenger (http://explore.live.com/windows-live-messenger)
  2. Verify the system requirements and the language, and then click Download.
  3. Download the file to your Desktop.
  4. When setup starts, select the Messenger box only, and then follow directions on your screen.

Configure audio and video settings in Live Messenger

Configure audio options and video options in Windows Live Messenger by using the Audio and Video Setup wizard. To do this, follow these steps.

Note Make sure that you exit the LifeCam software before you start Windows Live Messenger.
  1. Start Windows Live Messenger.
  2. In the upper-right corner, click the down arrow, select Tools, and then click Audio and video setup.

    Note You can also press ALT+T on the keyboard to open the Tools menu.

    Collapse this imageExpand this image
    Select your webcam


  3. In the Speaker/Microphone or Speakerphone section, select Custom. To test your speakers, click the Test button. In the Microphone section, select your Microsoft LifeCam.

    Collapse this imageExpand this image
    select "Audio and video setup."



  4. Click Next. In the Webcam section, make sure that your LifeCam model is listed, and then click Finish.

    Collapse this imageExpand this image
    test and Microphone selection


Verify that the audio settings for Windows are correct

  1. Click Start. (In Windows XP, click Start, and then click Run.)
  2. Type the following command in the Search Programs and Files box. (In Windows XP, type the command in the Open box):
    mmsys.cpl
  3. Click the Mmsys.cpl file that is found. (In Windows XP, press ENTER.)
  4. In Windows Vista and Windows 7, you can make the LifeCam or LifeChat device your default playback or recording device by selecting the device on the Playback and Recording tabs and then clicking the Set Default option.

    Note Alternatively, you can make the LifeCam or LifeChat device the default communications device by clicking the down arrow that is next to the Set Default button.

    In Windows XP, click the Audio tab, click to select the Use only default devices check box, and then click OK.

Check your firewall and proxy settings

Determine whether your firewall or proxy server is blocking ports that are needed to make the call.

Note If both you and your contact are using UPnP-certified NAT routers and firewalls, closed ports in the proxy server or in the firewall should not be a problem. If one or both of you have a non-UPnP NAT router or firewall, you have to configure that device to open the ports that Messenger uses. 

Warning This workaround may make your computer or your network more vulnerable to attack by malicious users or by malicious software such as viruses. We do not recommend this workaround but are providing this information so that you can implement this workaround at your own discretion. Use this workaround at your own risk. To resolve this issue, configure the firewall to allow for incoming traffic on UDP ports 5004 through 65535.

For more information about how to open ports in the firewall or in the router, contact the manufacturer of the firewall or the router. If you are on a corporate network, contact the network administrator.

For information about your hardware manufacturer, visit the following Web site:

http://support.microsoft.com/gp/vendors/en-us (http://support.microsoft.com/gp/vendors/en-us)
Verify that your contact is online by sending them a text message in Messenger. After you receive a reply, start the video call.

To work around this issue, reduce the bandwidth requirements. To reduce the bandwidth requirements, set the camera to send reduced-resolution video. To do this, follow these steps:
  1. Close the video call.
  2. Click Start, click All Programs, click Microsoft LifeCam, and then click Microsoft LifeCam.
  3. Click Open resolution settings.
  4. In the Video Resolution section, select a lower resolution.
  5. Close the resolution settings window, and then try the video call again.

More information

To make a video call to a contact in Windows Live Messenger, use one of the following methods:
  • Right-click the contact in the list of contacts, point to Video, and then click Start a Video Call.
  • Double-click the contact in the list of contacts. On the Actions menu, point to Video, and then click Start a Video Call.
Notes
  • A video call is successful only if both contacts are online.
  • Before you make a video call, close all programs that use LifeCam.

Specific issues that you may experience

Echo

If you hear an echo when you make a video call, or if the volume bar does not work when you make a video call, try the audio call. Then, try to share video.

No audio

If your computer does not have the USB capacity to support both audio and video, you may find that audio and video do not work at the same time. The computer prioritizes devices when there is insufficient capacity. Typically, keyboard and mouse take priority. Therefore, avoid plugging in your LifeCam to a USB hub. Connect your LifeCam directly to a USB port on the computer. If the problem continues, you may have to unplug other USB devices to provide more capacity for the LifeCam. If there is no audio when you make a video call, make sure that your computer uses USB version 2.0. Contact the computer manufacturer to obtain information about the USB version.

Applies to
  • Microsoft LifeCam NX-3000
  • Microsoft LifeCam NX-6000
  • Microsoft LifeCam VX-500
  • Microsoft LifeCam VX-1000
  • Microsoft LifeCam VX-3000
  • Microsoft LifeCam VX-6000
  • Microsoft LifeCam VX-7000
  • Microsoft LifeCam VX-5000
  • Microsoft Lifecam Cinema
  • Microsoft LifeCam Show
  • Microsoft LifeCam VX-5500
Keywords: 
dftsdahomeportal kbtshoot kbexpertisebeginner kbprb KB921332
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