Frequently Asked Question

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A Setting Is Gray or Cannot Be Changed

Last Updated 21 hours ago

Use this article if a setting is gray, or if you cannot change it.

"Stop the camera before editing Video & Audio settings", or Camera Settings is gray

The camera is running. Click Stop, change the setting, and click Start.

Video & Audio Settings while the camera runs, with the message to stop the camera first

OPTIONS does not open

Click Stop. If the license has expired or is not activated, see 2. Software License.

A lock and Unlock Settings at the bottom

The settings are locked for all Windows users on this PC. Ask your administrator.

If you have administrator rights:

Click Unlock Settings.
DeskCamera asks you to confirm. Click Yes.
If Windows asks for permission, click Yes.

"Only the RDP displays can be edited…"

In a Remote Desktop session, only the remote screens can be changed. Change other sources at the PC itself.

Video & Audio Settings in a Remote Desktop session, with the message that only the RDP displays can be edited

Only a password box and Unlock

Type the App Password and click Unlock.

The locked DeskCamera window with the password box and Unlock

Lock Settings is gray

Change Multi-user mode to Per-user first.

OPTIONS > Application with the Multi-user mode list and the gray Lock Settings button

"Could not change Multi-user mode…"

Windows Server, Remote Desktop hosts and Azure Virtual Desktop allow only Per-user. Close the DeskCamera window and click Yes to confirm. Then open DeskCamera again.

Wall 2×2 is gray

Wall 2×2 needs four video sources. Add more sources first.

Create Media Source with the Combined media list open and Wall 2×2 gray

OK is gray in an App window source

The Title text does not match the window.

Create Media Source with a Title that does not match the window and a gray OK button

Delete all the text in the Title box.
In Find by, choose Automatic.
In Find by, choose Title starts with again. DeskCamera fills in the title.
Delete only the part that changes.
Click OK.

Configure in Browser is gray

Click Stop. In OPTIONS > Application, turn on Enable Browser. Click << BACK, then click Start.

Hidden mode(Ctrl+Alt+D) is gray

Click Stop. In OPTIONS > General, turn on Enable Ctrl+Alt+D hotkey first. Click << BACK, then click Start.

GOP is gray in Configure Encoder

Turn off Auto GOP.

Configure Encoder with the Auto GOP switch

If it still does not work

Collect the log files and contact support. See Collecting DeskCamera Log Files.