WhatsApp Video Call Troubleshooting

acer 15 0 Reputation points
2026-10-01T06:38:16.59+00:00

I can audio call but not video call on whatsapp using my laptop before this i can but now i can't, I have checked my settings all the permission for camera and mic is on for WhatsApp

Surface | Surface Laptop | Sound and camera
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  1. AI answer

    2026-10-01T06:38:33.6966667+00:00

    Since camera and microphone permissions are already on, focus on whether the problem is the camera itself or WhatsApp.

    1. Restart the laptop.
      • Select Start > Power > Restart.
      • A full restart can clear camera access issues that do not resolve after sleep.
    2. Test the camera in Windows.
      • Open Start > Camera.
      • If the preview works there, the camera is working and the issue is likely specific to WhatsApp.
      • If it does not work there, continue with the camera checks below.
    3. Check Windows camera privacy settings again in the correct place.
      • In Windows 11: Start > Settings > Privacy & security > Camera.
      • Make sure Camera access is turned on.
      • Make sure Let apps access your camera is turned on.
      • If WhatsApp is a desktop app, make sure Let desktop apps access your camera is turned on.
      • If any of these are greyed out, an administrator must enable them.
    4. Check for a physical camera switch, shutter, or keyboard key.
      • Some laptops have a camera privacy switch or shutter.
      • It may be a side slider, a built-in shutter near the camera, or a keyboard key used with Fn.
      • If it is off, video calls can fail even when permissions are enabled.
    5. Update the camera driver.
      • Open Start > Device Manager.
      • Expand Cameras.
      • Right-click the camera > Update driver.
      • Select Search automatically for drivers.
      • Restart the laptop after the update.
    6. Check whether WhatsApp is using the correct camera.
      • In WhatsApp, go to Settings > Video and voice.
      • Under Video, select the correct camera device.
      • If the laptop has both an internal camera and another webcam or phone camera option, WhatsApp may be trying to use the wrong one.
    7. If using Phone Link camera features, check phone-side permission.
      • If a phone camera was selected previously, open the phone Settings.
      • Find Link to Windows in the apps list and make sure camera permission is enabled.
      • On the PC, if a black placeholder appears, check for a new taskbar window with a camera icon and refresh from there.
    8. Check for security software blocking the camera.
      • Antivirus or third-party security software can block camera access.
      • If camera works in one app but not another, app-specific blocking is possible.

    If the camera works in the Windows Camera app but not in WhatsApp, the issue is most likely WhatsApp’s selected video device or app-specific settings.

    References:

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  2. Vikki-T 11,885 Reputation points Microsoft External Staff Moderator
    2026-10-01T11:08:55.82+00:00

    Hi acer 15,

    Since WhatsApp audio calls still work, the issue appears to be limited to camera access or the WhatsApp app itself.

    Please open Start > Camera and check whether the camera preview works there. If it does, fully close any other apps that may be using the camera, then update WhatsApp through the Microsoft Store. You can also go to Settings > Apps > Installed apps > WhatsApp > Advanced options, select Repair, and test again. If Repair does not help, select Reset or reinstall WhatsApp.

    If the camera does not work in the Windows Camera app either, run the camera troubleshooter in Get Help and install any available Windows and Surface driver updates.

    Could you also let me know what happens when you start a WhatsApp video call, such as whether the video button is unavailable, the screen remains black, or an error message appears? Thank you so much for your understanding.     

    Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

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