usb camera does not work

[Simão Alves]

Hi. I installed the latest version of Loom on my laptop and I want to record a video, but it only opens the built‑in camera. I want to use my USB camera, but it gives an error saying that the camera is already in use, even though I have everything closed. I need help!

[Amanda Barber]

Hi, @Simão Alves - have you tried these troubleshooting steps on this page? https://support.atlassian.com/loom/kb/quickly-fix-common-recording-errors/

[Simão Alves]

Hello Amanda,

Thank you for your answer to my question.

Yes, I’ve already tried everything, but I still get an error saying that I need to close the other app that is using the USB camera.

Another thing: the Loom desktop app opens the laptop’s default camera, but it does not open my USB camera because it says I need to close the other app.

However, I can use my USB camera if I use the Loom Chrome extension and record through the browser.

I’ve already tried everything, including reinstalling the app three times and shutting down my laptop.

[Amanda Barber]

Were you able to reach out to support? https://support.atlassian.com/loom/

[Brittany Soinski]

Please open a ticket with our support team for assistance: https://support.atlassian.com/loom/

[Simão Alves]

Hi Brittany.

I've already tried...

The problem remains.