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Black screen on Windows Desktop App

Last Updated: September 28, 2018 // 4:44 AM

Our BlueJeans 2.X app uses D3DX driver for video rendering. If you are facing issues where you join a meeting and see a black screen instead of the remote particpant video and shared content than your endpoint is likely using GDI driver for content and video rendering. 

To resolve the issue, user/admin needs to update the drivers on the machine as shown below:

Updating Display Drivers:

  • Type Device Manager in the search input box on Windows
  • Expand Display adapters
  • Right click on the listed graphic card and select "Update driver". On the next prompt, click on "Search automatically for updated driver software"
  • Follow the steps on the next window and click on install and wait till the installation is complete

 

Updating Camera Drivers:

  • Type Device Manager in the search input box on Windows
  • Expand Cameras
  • Right click on the listed camera and select "Update driver". On the next prompt, click on "Search automatically for updated driver software"
  • Follow the steps on the next window and click on install and wait till the installation is complete

 

Note:

  • We have seen this mostly on Windows 7 users.
  • Other remote participants on the call should be unaffected by this as their video capture should work fine.