Video KYC | Oops, this was unexpected : Could not start video source

Problem Statement:

During a Video KYC (VKYC) session, soon after fetching a customer, Agent/VCO/Maker may encounter the below error message;
"Oops, this was unexpected: Could not start video source. Please try again or contact your admin."

Cause and Impact:

To make the video call work, Video KYC portal needs access to the camera installed on the computer. The error occurs when HyperVerge Video KYC portal is unable to access or initialize the camera on the Agent/VCO/Maker’s system. 

Common reasons include:

• The camera is being used by another application (e.g., Skype, WhatsApp, Teams, or other video conferencing tools).

• The camera connection has malfunctioned or is not properly recognized by the system.

• Camera device drivers are either corrupt or not installed.

Resolution:

To resolve this issue, the Agent/VCO/Maker can follow these troubleshooting steps with help of internal IT team:

1. Check camera connectivity: Ensure that the camera is connected and functional. Disconnect and reconnect the camera USB if it's an external camera connected to the system. Try reconnecting the camera on another USB slot.
2. Close Conflicting Applications: Ensure all other applications are closed (Skype, WhatsApp, Teams, etc.) as they may keep the camera engaged. Refresh the Video KYC page and retry. 
3. Restart the System: Restart your computer, open only the HyperVerge Video KYC portal, and try again.
4. Try different camera: If it's a Desktop computer with external USB camera, please try connecting another camera to isolate the issue.

If the issue persists despite following the above steps, but the camera is working fine with other applications, please reach out to us by writing to support@hyperverge.co with the following details :

1. HyperVerge Transaction ID

2. Browser name and browser version used to initiate Video KYC

3. Device type (Windows or Mac)

4. Any relevant screenshots or error messages