Video KYC | Oops, this was unexpected : Device in use

Problem Statement:

During a Video KYC (VKYC) session, the Agent/VCO/Maker may encounter an error message that reads "Oops, this was unexpected : Device in use. Please try again or contact your admin."

Cause:

This message appears when the Agent's camera is being used by different applications other than the HyperVerge VCIP portal.

Resolution:

To resolve this issue, the Agent/VCO/Maker can follow these troubleshooting steps with the help of the 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 VKYC page and retry. 
3. Restart the System: Restart your computer, open only the HyperVerge VKYC 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, please reach out to our support team by writing to support@hyperverge.co with the following details :

1. HyperVerge Transaction ID

2. Browser name and browser version used to initiate VKYC

3. Device type (Android/iOS/PC/Mac)

4. Any relevant screenshots or error messages