Hello, I'm in customer support and dealing with video.

As most of you here in the forum already know, some (yes, I saw the polls ...) users are having problems with their video in the 2.5.* versions.
Here is an update on what we know, what we plan to do about it and what might help you.

First, please rest assured that we are aware of the problem and are working hard to resolve it. We have been busy investigating the problem in the last weeks.

It seems like we are dealing with different types of problems, some of which can be solved quite easily and some not so easily.

We do get a lot of support requests where the problem is very simple, where e.g. video is not activated in the options. And although it is safe to assume that people who read the forums are power-users I do ask you to check the options if Skype is set up for video on your AND on your contacts' side (XP and 2000 are supported, firewire devices not).

Now for some common problems:

Video is not working at all, e.g. no preview in the options, not during a video call and no "Start video" button is appearing during the call:
This can happen if an older DirectX version is installed. If you go to Tools->Options->Video (BETA), you should see a message about upgrading DirectX or that your OS is not supported.
If you don't see the message, it might be another problem. If you do see the message upgrade your DirectX from:
http://www.microsoft.com/downloads/details...&DisplayLang=en
You can also check your DirectX version by entering "dxdiag" in Start->Run..., right now the newest version is 9.0c, keep yours up-to-date.

Preview works in the options but no "Start video" button during a video call:
We do not know the source of this problem at the moment. If you are experiencing that, please PM me to investigate it further.

Video window is shown but there is just a grey field instead of an image:
This is mainly due to old webcams/graphic cards which do not support newer DirectX versions. Often it works again after users get a new graphic card. We are working on a solution for that problem. If you are experiencing it, please PM me. You can help us to investigate it further.

Some users (as has been mentioned also here in the forum) reported that it started working after they installed 2.5.0.126. So try and see if the new version works for you.
Also, using Splitcam works for some. It essentially lets you use your video source for more than one application simultanously (so if your problem is that your webcam is used by another program, it might help you):
http://www.splitcamera.com/
But please note that we cannot give support for splitcam and you use it at your own risk.

So before giving up all hope, make sure you did the following (similar suggestions have been in the forum already):

- Get the latest Skype version from http://www.skype.com/download/skype/windows/
- Update your DirectX from http://www.microsoft.com/downloads/details...&DisplayLang=en (that should solve a lot of problems)
- Update your drivers (camera, graphic card)

A little reminder of the requirements for video:
The recommended system requirements for video calls are a 1Ghz CPU, 512MB RAM, a video card with at least 16MB of memory and a 512/256kbit (down/up) connection. Video and call quality may vary greatly in enviroments with conditions below those recommendations. The video device must also support the DirectShow 9.1 standard (WDM is currently not supported).

If you have done all the above, you are sure that you activated video and it used to work in 2.0 then please PM me (only if the forum didn't help, reply first with your problem) with your problem and we will try to solve it.

For all people where it still doesn't work: Please stay tuned and always check the download page for the latest updates. We are fixing the problem as soon as possible.

So far so good, now for some replys ...

UPDATE:
Here is a little update on our status of fixing video problems in 2.5. There seem to be some issues with Nvidia graphic cards. We have heard from some users that they cause problems, such as video freezing and even blue screens. We were able to reproduce the problem in our labs. Models which cause problems include GeForce Go 7400 and GeForce Go 440. Nvidia is working on a fix and we are working on a workaround for it.

Concerning no video at all in 2.5: Still working on finding the exact source of the problem and fixing it.

Thank you so much Florian M. for the repy :!: :!: :!:

What has many of us confused is why in the vast majority of cases surveyed, our webcam video works fine with other video applications and fine with the Skype version 2.0.xx series, just not with 2.5.xx

Couldn't the 2.5.xx just use the 2.0.xx approach to video that works - at least as an option?

Again, thank you very much for the reply.

Well, the biggest change in video in the new version is the use of newer DirectX. Thats why upgrading it should help a lot of users.

We hope to be able to find a fix soon, so no downgrading or whatsoever is necessary.

Please stay tuned, we are working on that ...

the biggest change in video in the new version is the use of newer DirectX. Thats why upgrading it should help a lot of users.

I think I saw one or two users where upgrading seemed to help, but for the majority that have commented, upgrading DirectX does not seem to help - but didn't seem to hurt either.

Glad there is a dialog - perhaps others can join in with whether the Direct X made a difference for them?

Even if DirectX did make a difference, this feature sounds more like a bug, because other webcam applications including Skype 2.0.xx work just fine and a significant number of users are effected (does skype really wish to force an upgrade on their huge user base that may or may not help?) - could there be an optional setting to use the Skype 2.0.xx approach for video in the 2.5.xx software?

Remember when the Lotus 1-2-3 spreadsheet software split their userbase? - we started using Excel.

Something has to happen or the Skype userbase is effectively split with 1/3 of those surveyed able to use 2.5 video and 2/3 requiring 2.0.xx. Hard to know what the actual distribution is since most Skype users do not have webcams and may or may not try them in the future, but if not addressed, new trouble inquiries could be generated on for years as users try a webcam.

It will be great do spend our time discussing new and nifty ways to use the Skype webcam capability rather than the Grey Screen Syndrome (GSS).

I'm very glad that you are taking the time to have a dialog on the Skype 2.5.xx video issue - that's the Skype that we know and love.

Florian M

I have to ask why was this problem not found by your beta tester before 2.5 was even released in beta version, surely that is what beta testers are there for to debug your product then you issue a gold version then when you did that was even worse than the beta version, something not quite right there I think.

Lets hope you are not going the way that Microsoft started throw the product out to the public and let the sort it out because if you are it will spoil what in my view is a good product and with more developement before issue could be a great product.

I would also like to add that I started with the original Skype and followed all the upgrades right to the very latest 2.5.0.126 and have not had any problems at all so being a helper on this forum it is very frustrating seeing the posts day after day about this problem and untill now NO response from Skype.

Hi. Thank you for posting some hints/methods for trying to fix the video problems with 2.5.x. Video hasn't been working with version 2.5 and my Logitech 4000 webcam for a while now. In the mean time, I have been using 2.0.x and waiting for 2.5. to get fixed. After reading your post, I realized that I hadn't updated DirectX in a while on this computer since I don't use it for gaming. Sure enough, I had DirectX 8.1. I updated to 9 and loaded 2.5. I was pleasently surprised that video was now working. Big relief. I like the features in 2.5 and didn't want to have to uninstall 2/5 and go back to 2.0 again. I hope the problem gets resolved for other folks as well.

Unfortunately, I can not answer you why we didn't find it before because I simply don't know. But to be fair: Not one of my friends or people I know had this problem. Nevertheless, you are right that we should have found the problem before. We do have internal and public Betas after all (and tons of bugs are fixed during that process).

We are also heavily relying on user feedback, thank you for that (I actually have that sentence on my T-Shirt right now )!

Regarding the polls: Yes, it shows that it is a serious issue and we are taking it seriously. But to be fair: Users for whom video is working perfectly tend to not look in a video help forum and vote in the poll .

At the moment we are focusing on fixing the problem.

Regarding becoming like Microsoft: Our focus are the users. We are well aware that without users Skype has no use, neither from a business nor from a building a community point of view (and to be realistic: we are not alone in the market!). Every little thing we do we do with the goal of delighting our users.

@big_sky: Great that upgrading DirectX helped in your case . Positive (as well as negative) feedback is always welcome.

Hello Mr Florian M.

Thanks very much forr the reply on the topics about video not working on v 2.5.

Same over here. I've the latest directx v9c and a webcam Logitech with the latest driver as well. My webcam is working fine on version 2.0.0.107 and on MSN and Yahoo.

I'm very pleased to hear that Skype is trying to solve the problem so soon as possible.

I shall keep an eye on it to see when the problem is fixed before I update to v 2.5.

Thanks again for the reply.

Florian, thank you for skype great effort to solve the video problem.

I was a skype 2.5 user and the video is no problem.

Few days ago, I tried to install MSN Messenger and it hanged at webcam setup.
Then I forced it closed at Task manager.

After that skype 2.5 video no longer work (white screen at Test Webcam)

Then I downgraded to skype 2.0 and video works again.

I think some of my file is crashed.

Today, I read your message and try to update my directx.
Micosoft find my ver is the latest (9.0c) and do not allow me to re-install.
dxdiag report is no problem.
I go to some web-site and download and full ver of directx 9.0c and install.
I also upgrade skype and my video card driver (I do not upgrade my webcam driver because it work for other problem).
However, skype 2.5 video still not work.

I realize that the main different between skype 2.5 and 2.0 in video is directx.

Could you provide us a beta ver of skype (core in 2.5 but video sction in 2.0).
I think the beta ver of skype and the reply from skype 2.5 failed users can help you to check if the problem is directx or not.

Florian,
thanks a lot for your efforts - much appreciated!

There are no news in this post. It is just to report that I have the same problems and would love to hear of any resolution thereof.

I have followed your suggestions (updated drivers etc.), but nothing has changed. Video works fine with Skype 2.0 versions (e.g. 2.0.107), but not with any of the 2.5 versions (tried all up to 2.5.0.126). I am using the following:
- Amitech Web Kamera AWK-310 with latest driver from amitech.dk
- DirectX 9.0c
- Nvidia Riva TNT2 Model 64/Model 64 Pro with Nvidia driver v71.89
- Win XP Pro

I tried SplitCam, but that didn't help, either. As described by others, the camera seems to work fine with other programs.

Thanks for any help and for your continued efforts to solve this!

Florian,

Glad to know the problem (s) are being worked on. I finally upgraded to latest Skype 2.5.0.126. My web cam works, after a 2 to 3 second delay, in Skype "test web camera" mode. I have tested also with videoecho123 and have had intermittent results.

At the moment none of my immediate family and friends have video services and/or broadband support, so Skype video is not as high a priority for me as call quality, which is very good quality. But I like to try new things and in the future hope to have someone I know, and trust, to test my video call function.

You guys are on the ball with this, keep it up.

Please, please. Don't go to 64 bit for a few years, I'm stuck with 32 bit at this time and can't afford to upgrade. :wink:

Thanks for everything,
Grumpy.

Florian M

Thank you for the reply to my post but you did not answer the most important question that has been posted many times in the forum about this problem[quote]being a helper on this forum it is very frustrating seeing the posts day after day about this problem and untill now NO response from Skype.[/quote]untill at least 2 week after the problem happened and the post started happening.

Even a little input on your part like "Yes we know there is a problem and we are doing our best to fix it" would help a lot then people would not get so frustrated because of lack of information from yourselves.

The answer to that question is manyfold I think.

First, it takes some time for us to confirm bugs. That's not because we are slow but because it is hard to filter out real problems with ones where just the settings are wrong (I get approx 100-200 emails per day just regarding video, not talking about general technical requests ...).

Second, the forums are somehow seen as for users from users and customer support deals only with email request for that reason. And we are quite busy doing that. I do think that we should pay more attention to the forums though.

Third, just because Skype employees are not answering so often doesn't mean that they don't read the posts. They do, a lot. But we just didn't know how to fix this video bug or what we could suggest people. But you are right, a little note that we are aware would have been nice (though we always inform users if they contact us with a support request).

But I plan to pay more attention to the posts here, at least for the video forum and help out whereever I can. I feel myself responsible for video questions and that includes the forum.

I hope my answer is satisfying enough .

Florian M. wrote

[quote]But you are right, a little note that we are aware would have been nice (though we always inform users if they contact us with a support request).

But I plan to pay more attention to the posts here, at least for the video forum and help out whereever I can. I feel myself responsible for video questions and that includes the forum.[/quote]Now this is the thing we like to see and I am sure you will stay true to your word.

Thank you for taking the time to reply I am sure your comments will give encouragement to people with the video problem who read this post that even though a fix will come it is not known when as yet, but your are all working hard to sort out the problem.

Video was working fine with my Logitech Fusion web cam until recently. It appears that it might have stopped with the latest version of Skype on my PC. My boss in another city Skyped me and he could see me fine, but I didn't see him. I tried testing the cam and just got a blank screen. The light on the web cam blinked a lot trying to connect correctly, but never did.

The cam works fine in all other video software on my PC - the Logitech software, ICUII, ISPQ, Festoon, etc. It just won't work correctly in Skype.

I'm guessing my boss hasn't upgraded to the latest version, which is why he could see me (like I said, I'm guessing). I tried removing Skype and reinstalling it, rolling back my system a couple of weeks with System Restore, upgrading drivers, etc. Nothing has worked.

I use this a lot in business, so is there a way to download a previous version so that I can get this to work again - at least until the kinks are worked out?

Thanks,

Richard V. Burckhardt
http://www.framesdirect.com

Video was working fine with my Logitech Fusion web cam until recently. It appears that it might have stopped with the latest version of Skype on my PC. My boss in another city Skyped me and he could see me fine, but I didn't see him. I tried testing the cam and just got a blank screen. The light on the web cam blinked a lot trying to connect correctly, but never did.

The cam works fine in all other video software on my PC - the Logitech software, ICUII, ISPQ, Festoon, etc. It just won't work correctly in Skype.

I'm guessing my boss hasn't upgraded to the latest version, which is why he could see me (like I said, I'm guessing). I tried removing Skype and reinstalling it, rolling back my system a couple of weeks with System Restore, upgrading drivers, etc. Nothing has worked.

I use this a lot in business, so is there a way to download a previous version so that I can get this to work again - at least until the kinks are worked out?

Thanks,

Richard V. Burckhardt
http://www.framesdirect.com

Quick update here. I found a download link for Skype 2.0 through a web search and was about to remove 2.5 from my PC and try 2.0. Although I updated DirectX yesterday with no luck, I gave it a second try using the link in the first post for this thread. After installing the DirectX update, I exited Skype and restarted it. Voila! When I hit "Test Webcam" I can see myself again!

Don't know why the update didn't take when I did it yesterday, but a second try worked for me.

Thanks,

Richard

rburckhardt

Download older versions of Skype here.

http://www.oldapps.com/skype.htm

https://developer.skype.com/Download/OldVersions but with this link you need to login with your Skype username and password.

Hi,
- version: 2.5.0.126
- system software/drivers: all latest versions
- problem: Preview works in the options but no "Start video" button during a video call
- previous 2.x versions: video worked correctly, but can’t confirm which version has introduced the problem.

Can it be related to the previous installations of vSkype/Festoon? I had a lot of instability with the initial betas of this software when used with previous versions of Skype 2.x - mainly Skype freezing. As the start/stop button appearance/removal was one of visible changes when installing/removing vSkype, I was wondering if this may be related to the missing video button in 2.5.

Deni

Suggest you follow my first post in this link http://forum.skype.com/viewtopic.php?p=276971#276971

Hi can anyone tell me if there is anything new on the video problem issue.

My video calling used to work, but not anymore. It works perfectly with MSN Messenger & there is nothing wrong with my device.
Test Webcam is greyed out and also give me an option in drop down list for "Default video Device" Does not show my specific device.

I cannot see the people phoning me, even though they do have a camera. The others persons camera works with only some of his contacts. Mine work with none.

I have now uninstalled MSN Messenger, with the hope that Skype Video might work if it is the only Video Calling programme on my PC.

This is what I've got:
WEBCAM: Genius VideoCam GE111
OPERATING SYSTEM: Microsoft Windows XP Home (5.1, Build 2600) Service Pack 2
DIRECT X VERSION: DirectX 9.0c (4.09.0000.0904)
PROCESSER: Intel® Celeron® CPU 2.40GHz

If someone please give me advise on how to make this function work again. I know Skype is working on it, but I just really, really want it to work.

Thank you,