Logitech C920 Webcam not working with SparkBooth

Karen Adams's Avatar

Karen Adams

20 Jul, 2019 09:58 PM

My laptop crashed and I just reinstalled Sparkbooth 3.8 on my new laptop. I also use the Logitech c920 hd pro. I have been using both camera and Sparkbooth for over 3 years and there has not been a problem. Sparkbooth works with my laptop’s webcam but the picture is too fuzzy and that is why I use the C920. I disabled the laptops webcam but that didn’t make a difference. The C920 is working on my laptop but it will not connect to Sparkbooth. I can choose HD Pro Webcam C920 in the dropdown but when I hit apply nothing happens and the screen stays black. What is the exact Logitech driver I need to use? I have the Logitech Camera Settings software installed but it is still not working. My operating system is windows 10. I installed the Logitech capture software initially but the program kept turning off and I saw in your discussions that there was a bug so I uninstalled it and restarted and then installed the “camera settings” software which you recommended but it is not working. Please help!! I have a birthday party this weekend and was planning on using it! Thank you for your time.

  1. Support Staff 1 Posted by John Wu on 20 Jul, 2019 11:14 PM

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    Sparkbooth 3 has not been updated in years, so it is not a bug. Maybe try the latest version 6. Could just be an incompatibility with Window 10.

  2. Support Staff 2 Posted by Joe Connell on 20 Jul, 2019 11:19 PM

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    Did you download the Logitech Capture software?
    IF YES ... Uninstall it... it is not needed and will cause the camera
    to not be available with the software...

  3. 3 Posted by Karen Adams on 22 Jul, 2019 06:54 PM

    Karen Adams's Avatar

    Yes I did and I deleted it. It still would not work. I ended up upgrading to Premium 6 and it is all working now. Thank you for your quick response!!

    Karen Adams

  4. Support Staff 4 Posted by John Wu on 22 Jul, 2019 07:06 PM

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    Did you try installing the Logitech Webcam software (not the Logitech
    Capture software)? The link to the Logitech Webcam is in this article:
    http://help.sparkbooth.com/kb/troubleshooting/resolving-sparkboothexe-has-encountered-a-problem

  5. 5 Posted by Karen Adams on 22 Jul, 2019 08:10 PM

    Karen Adams's Avatar

    Yes, I tried that software. It still would not recognize my camera. Hopefully this won’t happen down the road with SB 6.

    Karen Adams

  6. Support Staff 6 Posted by John Wu on 22 Jul, 2019 08:13 PM

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    Are you available now? Can I remote into your computer to take a look? Here
    are the instructions on how to setup the remote session
    http://sparkbooth.com/remotesupport

  7. Support Staff 7 Posted by John Wu on 22 Jul, 2019 08:23 PM

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    If you are not available now, I can do tomorrow morning at 9a PST. Or let
    me know what works for you.

  8. 8 Posted by Karen Adams on 23 Jul, 2019 12:33 AM

    Karen Adams's Avatar

    Ugh!! It is still not working!!

    Karen Adams

  9. Support Staff 9 Posted by Joe Connell on 23 Jul, 2019 12:54 AM

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    John offered a Remote session...
    Can I remote into your computer to take a look?
    Here are the instructions on how to setup the remote session

    http://sparkbooth.com/remotesupport
    I can do tomorrow morning at 9a PST.
    Or let me know what works for you.

  10. Support Staff 10 Posted by John Wu on 23 Jul, 2019 04:03 AM

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    Are you available tomorrow morning for a remote session?

  11. 11 Posted by Karen Adams on 23 Jul, 2019 02:54 PM

    Karen Adams's Avatar

    the camera is working but it doesn’t “connect” until you hit the space bar. I work from 8 to 4:30 PST. I would not be able to do a remote session until 5 pm.

    Karen Adams

  12. Support Staff 12 Posted by John Wu on 23 Jul, 2019 02:56 PM

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    Ok. I can do 5p pst

  13. 13 Posted by Karen Adams on 23 Jul, 2019 03:12 PM

    Karen Adams's Avatar

    Ok thanks!!

    Karen Adams

  14. 14 Posted by Karen Adams on 23 Jul, 2019 11:53 PM

    Karen Adams's Avatar

    Remote access ID is1 555 655-487Password is1931
        On Tuesday, July 23, 2019, 07:56:32 AM PDT, John Wu <[email blocked]> wrote:
     
       
    |

  15. Support Staff 15 Posted by John Wu on 23 Jul, 2019 11:59 PM

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    Thanks. Trying now.

  16. Support Staff 16 Posted by John Wu on 24 Jul, 2019 12:00 AM

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    Did you close the QuickSupport application? It says it is not running.

  17. 17 Posted by Karen Adams on 24 Jul, 2019 12:03 AM

    Karen Adams's Avatar

    I don't think I did. should I run it again?

        On Tuesday, July 23, 2019, 05:00:42 PM PDT, John Wu <[email blocked]> wrote:

    |

  18. Support Staff 18 Posted by John Wu on 24 Jul, 2019 12:04 AM

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    Yes, and leave it running. Do not close it.

  19. 19 Posted by Karen Adams on 24 Jul, 2019 12:13 AM

    Karen Adams's Avatar

    Same ID
    New password is 2423
        On Tuesday, July 23, 2019, 05:04:47 PM PDT, John Wu <[email blocked]> wrote:
     
       
    |

  20. Support Staff 20 Posted by John Wu on 24 Jul, 2019 12:16 AM

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    Are you sure you gave the right id? It still says I am unable to connect.

  21. Support Staff 21 Posted by John Wu on 24 Jul, 2019 12:17 AM

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    Can you send a screenshot or photo of QuickSupport?

  22. 22 Posted by Karen Adams on 24 Jul, 2019 12:20 AM

    Karen Adams's Avatar

    can you please call me? My phone number is ---------
        On Tuesday, July 23, 2019, 05:18:01 PM PDT, John Wu <[email blocked]> wrote:

    |

  23. Support Staff 23 Posted by John Wu on 24 Jul, 2019 12:22 AM

    John Wu's Avatar

    Sorry, I do not do telephone support. Can you send a photo or screenshot of
    QuickSupport?

  24. Support Staff 24 Posted by John Wu on 24 Jul, 2019 12:30 AM

    John Wu's Avatar

    Or I can just refund the 2 upgrade purchases you just made?

  25. 25 Posted by Karen Adams on 24 Jul, 2019 12:38 AM

    Karen Adams's Avatar

    It is stuck on Loading Team Viewer now.  When I hit try again it asks me to run the download again and then is stuck again.
        On Monday, July 22, 2019, 09:03:37 PM PDT, John Wu <[email blocked]> wrote:
     
      
    |

  26. Support Staff 26 Posted by John Wu on 24 Jul, 2019 12:41 AM

    John Wu's Avatar

    Sounds like it is an issue with your internet or computer. I will not be
    able to help you until you get QuickSupport running again. It is now 6:40p
    PST and I will have to leave soon. If you do not get it running in the next
    15 minutes, we can try again tomorrow at the same time. Or I can just
    refund your 2 upgrade purchases.

  27. 27 Posted by Karen Adams on 24 Jul, 2019 12:49 AM

    Karen Adams's Avatar

    On Tuesday, July 23, 2019, 05:42:02 PM PDT, John Wu <[email blocked]> wrote:
     
       
    |

  28. Support Staff 28 Posted by John Wu on 24 Jul, 2019 12:52 AM

    John Wu's Avatar

    You gave me the incorrect id. It is 1 555 655 487, not 555 655 487.
    Trying now

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