Camera not working during Zoom browser meetings

[themadnader]

I'm running Windows 11 (Version 24HR (OS Build 26100.3476)) and my browser is Firefox (136.0.1 (64-bit)).  I have a healthcare provider that uses an online portal (https://www.athenahealth.com/patient-login) for virtual appointments.  When I attempt to join the appointments it opens Zoom in a browser window, even though I have the Zoom Workplace (Version: 6.3.11 (60501)) desktop app installed on my PC.

When I try to turn on the camera it says, you must grant permission in your browser settings and offers this link for more info (https://zoom.us/wc/support/mic) - note the microphone works just fine, it is only the camera that won't work.

Following the instruction at that link, I click the lock icon in the address bar of the browser window in which the telehealth appointment is open and click the ">" caret next to the words  "Connection Secure", then "More Information", and "Permissions".

From there I scroll down to "Use the Camera" and de-select "Use Default" and click the radio button next to "Allow", then close the tab, but the camera still won't turn on.  I then closed the browser, re-opened, navigated back to the telehealth portal and tried again, but still camera won't work and only gives the same link (https://zoom.us/wc/support/mic).  Looking at at the browser settings - camera permissions I see one website set to "Allow" (https://telehealth.px.athena.io), and this is the address from the telehealth portal), and no other websites listed.  There is a checkbox at the bottom to "block new requests asking to access your camera, but that is unchecked.

Everything I can see in the browser seems to be set with the correct permissions, but still the camera won't work in this Zoom browser portal.  I have used this PC with the Zoom Workspace app and the camera works fine.  I have used this PC and browser with both Google Meet and Microsoft Teams, and in both cases the camera works just fine.

I have an older Windows 10 device, using the same version of Firefox, with the same browser settings - camera permissions set to allow for the same website, and the camera works just fine.

Any advice as to what's wrong?

[CarlaA]

Hi @themadnader, thank you for posting to the Zoom Community! 

Does this also occur on other browsers such as Chrome, Safari, or Edge?

[ajk1962f]

Hello,

I have the same problem.  I'm using a Windows 11 PC with 300-speed internet and the latest version of Firefox.  Getting faster internet is not an option.  I don't use Chrome unless there's absolutely no other option, and I never use other browsers.

This was never an issue until recently. I click on the meeting link sent to me via email, and when the meeting page opens, I click Launch Meeting.  Then it tells me to join from my browser (which I never had to do before).  The interface is completely different, and I can't get my camera to work, even though it works in all other situations. 

I need video to work when I do virtual visits with health-care providers.  I need it to work when I meet with everybody, for that matter.

ajk1962f