Camera is disabled when launching a meeting on DTEN GO devices

Last Updated:

DTEN GO devices on Zoom Rooms app version 5.11.0 encounter an issue when launching a meeting.  When the meeting starts the room camera is disabled and there is no way to activate it. The following message is displayed: No camera / Selected camera has disconnected.

Temporary solution

A permanent solution is currently being worked on. For the time being, these steps will resolve the issue. 

Disable Zoom Rooms auto-update

  1. Sign in to the Zoom web portal as an administrator.
  2. Click Device Management, then Device List.
  3. Click Account Settings, then click the toggle next to Automatically update app - Zoom Rooms. Click Disable to finish. 

Factory reset the DTEN GO device

Note: This step is only necessary if the device has been updated to version 5.11.0.

  1. Perform a factory reset of the DTEN GO
  2. Wait for the device to boot up to the QR code scanning interface. At this moment, you will find no QR code scanning box.
  3. Disconnect the power supply of the device, then connect the power supply and restart the device.

 

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