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Camera not working on Zoom only, all troubleshooting steps have failed


I'm IT for a small nonprofit and I'm trying to support an employee whose camera isn't working on Zoom. It works fine on the built-in camera app. In Zoom, it shows a black screen. The frustrating thing is, I've tried every troubleshooting step I've seen listed. The computer is a Gateway GWTN156-7.

Steps I've tried:

  • Updating the camera driver in device manager (no update)
  • Uninstalling the camera in device manager and restarting
  • Ensuring that desktop apps have permission to use the camera
  • Uninstalling the USB hub in device manager and restarting
  • Removing the camera from the Windows "Bluetooth and devices" menu and restarting
  • Updating Windows and restarting (all updates now current)
  • Checking that the camera switch isn't turned off (it's not, again, other apps work)
  • Looking for a driver for the camera on the Gateway support site (no camera drivers listed)
  • Disabling hardware acceleration in Zoom
  • Running the Windows video troubleshooter
  • Changing capture methods to either direct capture and media foundation and restarting Zoom
  • Repairing the Zoom installation
  • Uninstalling and re-installing Zoom and restarting

I'm at my wit's end here. I've tried everything I can think of. Does anyone have any troubleshooting steps I've omitted?