Software & Download FAQs
RECENT QUESTIONS
There are a couple of methods to resolve this issue. For detailed information, please watch this video here or continue reading below.
Method 1:
You will need to delete a couple of folders that are interfering with the software's ability to recreate them. The path names for the files are below. Simply put your login ID where is says USERNAME and you should be able to locate it.
C:\Users\USERNAME\AppData\Local\NexiGo
C:\Users\USERNAME\AppData\Roaming\NexiGo
To help prevent this issue from occurring again, please close out of the program using the X in the upper right hand corner of the Settings menu when you are done adjusting your image or testing your webcam.
Method 2:
Completely uninstall the current, live version of the software.
Download an older version of the software from the link here.
Please note: this file may trigger a "file not safe" warning when you attempt to install it. You can bypass this by clicking "more options" or "advanced settings," and then "install anyways."
N940P
3.) If the privacy cover is correctly installed and the remote is sending out signals, but the functionality of the remote is still questionable, then the last common issue is the resolution of the video playback. Please open a Zoom Test Meeting (https://zoom.us/test) as Zoom caps the resolution of videos to 1080p (the digital magnification feature does not work if the cameras are displaying a higher resolution video). Please test the remote once you are in this test meeting and it should work. If it is still not working at this point in time, please contact us at cs@nexigo.com
START-UP ISSUES
Please follow the steps in the picture instructions below:
1.) Unfold the clip base and place the webcam on the top of your monitor
2.) Hold the webcam firmly in place, then fold the support circled in red below toward the monitor until it touches the back of the monitor.
This mounting method is not intended to clip or cause any damage to your monitor. It will be held by gravity and should rest on the monitor without issue.
Connect the webcam to any USB 2.0 (or greater) port. It will take a few seconds for the computer to recognize the webcam. There should be a pop-up notification, but this does not always occur. We recommend testing your webcam immediately when it arrives to be sure it is fully operational.
To ensure the camera has installed correctly:
Open the NexiGo webcam application, but make sure that any other applications that may use the camera are closed before doing so. Make sure that the webcam is already plugged in before you open the application.
You should see your webcam as an option in the dropdown menu next to the Preview button. Click on the Preview button to bring up the capturing image from your webcam. If you see an image here then your webcam will be working properly.
IF THE WEBCAM IMAGE DOES NOT PULL UP UPON CLICKING PREVIEW:
Windows Users:
1) Plug the webcam into your computer. Go to Computer Management>Device Manager>Cameras, and then click the drop down arrow to expand the menu. Find your webcam, right-click it, and select "Uninstall device".
2) Once the webcam is uninstalled, unplug the USB cord from your computer.
3) Open the NexiGo Webcam Application as before, making sure that any other applications that may use the camera are closed before doing so. After you have done this, plug the webcam back into the USB port on your computer, not a dock or USB hub. Wait up to 1 minute and then click the Preview button again.
Mac Users:
1) Plug the webcam into your computer. Go to Apple Menu>System Preferences>Users & Groups, and then click the “Login Items” tab. Find your webcam and click on the "-" button to delete it from the list. If you are not able to locate the webcam in this list, move to step two.
2) Once the webcam is uninstalled, unplug the USB cord from your computer.
3) Open the NexiGo Webcam Application as before, making sure that any other applications that may use the camera are closed before doing so. After you have done this, plug the webcam back into the USB port on your computer, not a dock or USB hub. Wait up to 1 minute and then click the Preview button again.
Windows/Mac:
The webcam should be plug and play and requires no extra drivers if your computer is updated to the latest version of the operating system.
Please try to connect the webcam into other USB ports. Some USB ports do not provide enough power for the webcam and so may not allow it to activate or may not detect it. If you are using a USB hub or adapter, please plug the unit into the computer directly to test it and see if this may be affecting it. If you have already tried this, please try unplugging and then plugging the unit back into the USB port anyway once or twice. From our testing, this occasionally will fix the issue.
After checking these issues, please try the webcam directly on Microsoft Camera, Apple Photo Booth, Skype, Zoom, or any other video chat program, as sometimes the operating system may say the webcam is not installed when in fact it actually is installed and functioning properly.
Other Operating Systems:
Unfortunately as we are unable to test on every single operating system or device that exists, we cannot verify if our webcams are supported fully by inbuilt drivers. However, the majority of standard driverrs out there are compatible and should function fine.
The majority of video chatting software programs will have an option to select which webcam you want to use to record images. Please select the NexiGo webcam from the list of options. If you do not see a NexiGo webcam in the list of options (some of our models did not get updated properly), please place your hand in front of the lens of the NexiGo camera and switch between the available options until you find the image of your hand. That will be your NexiGo webcam.
This should be all you need to get the program to work with the webcam, but if you require more detailed information about how to use any of the programs, we would recommend you reach out to the technical support team for the video chat program you would like to use. They will be able to provide you with all the information you may require.
Links to some of the most common program support pages are below for your convenience:
Zoom Support
Skype Support
MS Teams Support
FaceTime Support
Our webcams are designed to be compatible with the majority of video chat and recording programs. This software is designed to show that your webcam is functioning properly. If so, any compatibility issues will be with the other software.
You can find a list of some recommended software here.
Currently our webcams do not work with the Windows Hello feature.
Currently we do not offer webcams with speakers. All of our webcams do have microphones, but audio playback is provided by the computer or any other device the webcam is plugged into.
If the camera is pointed toward you it will create a similar situation to a stage environment. The camera will see your left as its right as you are both facing each other. If this is not what you are referring to, and instead when the webcam is pointed at you what you see is your left on the left of the screen, then the image has been flipped in some way. Please reset any changes you may have made in any video altering software, if you have not made any changes to cause this, please reset the drivers for this camera by following the instructions above in the question "Why is my webcam not recognized by the operating system?"
Older versions of Windows such as Windows 7, Windows Vista, or Windows XP are no longer supported by Microsoft so your PC may state that no driver is found.
Note: Windows does have issues with their drivers when Support ends. You can obtain some portions such as security downloads, but the drivers may not be available and we are unable to provide them if this is the case. You can attempt to contact Microsoft to see if they are able to provide those drivers.
To determine if the webcam will work on your system please test the webcam directly on Skype or Zoom. Make sure the webcam is unplugged from the computer.
Please open Skype and go to Settings>Audio & Video. You will see there's no device found for Camera.
Keep Skype on and plug the webcam into your computer. Hopefully you will see the webcam is working.
If this does not work, unfortunately this system may not have access to the driver package for this webcam due to the lack of support from Microsoft. As such you would need to upgrade your copy of Windows for this unit to be functional.
SETTINGS ISSUES
Our webcams are tested in a variety of environments and are intended to function well with default settings. However if you need to fine-tune or correct your display settings we have an application available for download.
NexiGo Webcam Application
Please install the application. With this application, you can change the majority of settings with ease.
If you have downloaded our webcam application (link provided here) and you have your webcam plugged into your computer, you can easily turn off auto-focus.
1) Click on Advanced Options.
2) You can click on the Auto box as pictured above to disable the auto-focus. Once it is disabled you can freely move the slider or input your own value into the box as shown below.
3) Please note: not all webcams have the ability to auto-focus. If the Focus bar is grayed out and the box is not available to be clicked, then the camera is a manual focus or fixed focus webcam. An example of this is pictured below. With a manual focus webcam you will need to turn the silver bezel on the front to manually adjust the focus, fixed focus webcams cannot have the focal distance changed.
With our webcam application (link provided here) you can easily adjust any setting you require.
Color issues are most likely caused by Hue or Saturation. However it can be caused by a variety of different settings, and we encourage you to test them and find what works best for your needs. You can always reset to default settings with the Defaults button or save your original settings by saving them as a preset before changing anything.
Windows Users:
To adjust microphone settings in Windows 10:
1.) Go to "Settings"> "System"> "Sound".
2.) In "Input", ensure your microphone is selected under "Choose your input device",
then select "Device Properties".
3.) On the "Levels" tab of the Microphone Properties window, adjust the "Microphone" and "Microphone Boost" sliders as needed, then select "OK".
4.) Speak into your microphone and check the volume meter under "Test your microphone" to ensure your settings adjustments work as needed.
For more tips and tricks, please visit this link here.
Mac OS:
1.) Go to "Apple Menu"> "System Preferences"> "Sound".
2.) Select the “Input” and find the webcam microphone in the list of microphones under “Select a device for sound input”
3.) There you can adjust the “Input volume” settings.
4.) Speak into the microphone and check the “Input level” to ensure your settings adjustments work as needed.
The field of view is generated by the shape and curvature of the lens. This means that generally there is no way to alter the actual field-of-view that is captured by the webcam.
As our webcams are built to be Plug-and-Play, you will need to download a third-party application to adjust this setting and run a virtual camera. You can download OBS Studio at the link here to do this. OBS Studio has both a Windows and Mac version so it is compatible with both operating systems.
OBS Studio:
1.) After you have installed OBS, open it and click the "+" near the bottom left under "Sources"
2.) Click on "Video Capture Device" and then "OK" and "OK" again. This will load the webcam into the OBS system.
3.) You should now see "Video Capture Device" in the "Sources" box. Right click on "Video Capture Device" to open up a settings menu.
4.) Under "Transform," click "Fit to screen" to maximize the size of the capture video.
5.) Go back to "Transform" and click "Edit Transform."
6.) At the bottom, you'll see "Crop Left" and "Right." Input numbers to best suit your needs, then click Close.
7.) In the bottom right, click "Start Virtual Camera."
Now your OBS has set up the virtual camera to work with the video chat software that you wish to use. As long as you keep OBS running, you can keep the field of view adjusted to best suit your needs. The example below will detail the next steps in Zoom.
Zoom:
1.) Open or Join a Meeting.
2.) Click on the ^ next to "Camera" in the lower left hand corner.
3.) Select "OBS Virtual Camera" as the display device.
4.) Your device will now display through the parameters you have set up in OBS. If you wish to undo these settings, you can close OBS and click the ^ next to "Camera" to change your display device back to the default camera settings.
If you are experiencing issues with the audio quality on your webcam, the audio can be optimized using third party software such as Equalizer APO. The Equalizer APO software can be optimized using the Peace GUI equalizer extension. We are not able to provide support for these third party software programs, please contact the manufacturer of the program for assistance.
With our webcam application (link provided here) you can easily check or adjust the resolution and Frames Per Second (FPS) settings for your webcam.
1.) Click on Preview.
2.) At the top of the Preview window will be the Set Resolution dropdown menu. Click on this to adjust the resolution and FPS for your webcam.
3.) The actual FPS and resolution settings will be displayed at the bottom of the preview screen with the resolution shown on the left and the FPS on the right. The fps figure will not be steady as this is a live counter of the actual frames being displayed. This figure will change frequently based on the computer's actual ability to process the information. Some things that can affect this are: computer settings, specifications, how much load is currently on your hardware, how many other programs you may have running, and a wide range of other factors.
Resolution and Frames Per Second settings are often also adjusted by the software you are using to video conference or record videos, so resolution settings made in the NexiGo webcam application likely will not carry over with the webcam as they do with other settings. You will need to check your settings in that software to finetune your video and to see if other resolution or fps options are possible.
Windows Users:
Method 1: If the Webcam is listed under Devices and printers, please follow the steps.
1.) Press Windows key + R
2.) Type Control Panel and press enter.
3.) Click on Devices and Printers.
4.) Check if the webcam is listed.
5.) Right click on the webcam.
6.) Click on Set this device as default.
Follow Method 2 if webcam is not listed.
Method 2:
What best we can do is we can disable the Internal webcam. You will be able to enable the webcam anytime you want.
1.) Press Windows + X, click Device Manager.
2.) Click Imaging devices.
3.) Right click on the internal webcam.
4.) Click Disable.
Mac Users:
Under Construction
MALFUNCTION ISSUES
Microsoft Teams released an update recently that has been causing some issues with microphones. In Microsoft Teams please navigate to the Settings menu, you will find a setting called Automatically adjust mic sensitivity. Please turn that setting off, and this should clear up the microphone issue.
Windows Users:
1.) Open the "Control Panel" and go to "Sound."
2.) Under "Input" you can choose your input device. (Shown below)
3.) Verify that "Microphone," "USB Microphone," or "NexiGo Microphone" is selected.
4.) If it is, the bar underneath "Test your microphone" should be moving as you make any noise in front of the webcam.
5.) If the bar is moving, then the microphone is working - please make sure the microphone is selected as the audio input device on the video chat software that you are using and it should function correctly. If not, you will need to contact the software's technical support team.
6.) If there is no movement in this bar or very little movement, unplug the webcam and attempt to plug it into a USB slot on the back of the system.
7.) If this does not resolve the issue after 1-2 minutes, visit the links below for further troubleshooting.
Windows 10
Windows 8
Windows 7
Windows Vista
Mac Users:
1.) Open the "System Preferences" and go to "Sound"
2.) Under "Input" you can choose your input device.
3.) Verify that "Microphone," "USB Microphone," or "NexiGo Microphone" is selected.
4.) If it is, the bar underneath "Input volume" should be moving as you make any noise in front of the webcam.
5.) If the bar is moving, then the microphone is working - please make sure the microphone is selected as the audio input device on the video chat software that you are using and it should function correctly. If not, you will need to contact the software's technical support team
6.) If there is no movement in this bar or very little movement, unplug the webcam and attempt to plug it into a USB slot on the back of the system.
7.) If this does not resolve the issue after 1-2 minutes, visit the link here for further troubleshooting.
There are several possible reasons for this. The most likely are:
1.) Insufficient processing power (CPU speed)
2.) Insufficient network bandwidth
3.) Video chatting software does not support 1080p
To resolve these issues:
1.) Close other programs that may be using up your CPU's processing power. This can be anything from other applications to excessive web browsing tabs. Verify that your computer is capable of handling the processing requirements of the webcam through the software you are using.
2.) Verify that no other computers are using an excessive amount of network bandwidth and that you are not downloading anything in the background. If this does not help, contact your internet service provider for a bandwidth test.
3.) Contact the technical support team of the video chatting software you are using.
The most likely and common reason is due to occlusion on a dirty lens. The best option is to clean the lens with a clean cloth, microfiber preferably, and a tiny amount of alcohol. Ensure that you are not leaving any streak marks on the lens after cleaning it.
With our webcam application (link provided here) you can easily adjust the Powerline Frequency which usually causes this issue.
1.) At the bottom of the NexiGo Webcam Application you will see a Powerline Freq. selector. If your image is flickering please switch the frequency to the other option.
2.) This will normally resolve any flickering / wavy / banded lines issues. If the issue persists, it is likely network congestion or insufficient bandwidth. Please check your internet connection speed to verify.
Other Potential Causes:
1.) Network congestion is interfering with webcam functionality. Check your network settings.
2.) The operating system/computer's configurations are not sufficient for the webcam. In this case you will need to either update your operating system or upgrade your computer.
3.) The power supply from the computer to the webcam is insufficient. Please test the webcam in another USB port on the computer or test it with another computer. If this does not assist, please contact us at cs@nexigo.com.
Windows Users:
Please follow the link for the version of Windows that is on your computer.
Microphone troubleshooting for:
Win 10:
Please refer to this website: https://www.onlinemictest.com/microphone-settings/windows-10/
Win 8:
Please refer to this website: http://www.onlinemictest.com/microphone-settings/windows-8/
Win 7:
Please refer to this website: http://www.onlinemictest.com/microphone-settings/windows-7/
Win Vista:
Please refer to this website: http://www.onlinemictest.com/microphone-settings/windows-vista/
Mac Users:
Mac OS:
Please refer to this website: http://www.onlinemictest.com/microphone-settings/mac-os-x/
Webcam blur can be caused by errors in webcam settings. With our webcam application (download here) you can easily adjust almost every setting to resolve this issue. Please see the questions above concerning What can I do if the image displays an abnormal color? And Why does the feed from the webcam keep flickering and cutting out on the bottom? To resolve the majority of issues that cause blurry webcam footage.
There are several possibilities for why the local preview image is lagging, image tailing, and frame interruption.
1.) The encoding format of the video-previewing software has been set as YUV or
YUY2, and thus high-definition images cannot be transferred through USB2.0 cables. Please change the encoding format to H.264 or MJPEG in the
video preview software.
2.) An overlong USB extension cable (it should be noted that the sum of the lengths of
the extension cable and the USB cable is less than or equal to three meters) of poor
quality is used together with a nonstandard USB2.0 port (USB ports of some laptop
computers or front USB ports of some computer cases are of USB1.1 standards),
which prevents transfer of high-definition images;
3.) The computer's operating system and configuration do not satisfy the requirements of
the camera.
If your video is excessively dark...
First, adjust the lighting in your environment. You want plenty of direct light. Second, use the NexiGo app to adjust the brightness, contrast, gamma, and other
parameters. You can find the app and a guide to using it here: https://www.nexigo.com/pages/support-and-download