Camera stuck on loading screen or disconnecting intermittently

This FAQ is relevant for Huddly Crew, Huddly L1 and Huddly IQ.

If the camera shows the Huddly loading screen instead of video, or the video drops and returns on its own, this FAQ may be of help. In some cases, the camera disappears after a computer restart or an idle weekend and only returns after unplugging it.

The cause is one of the below:

• Outdated software on the camera or on the USB Adapter. The adapter updates separately from the cameras.
• The camera or adapter needing a full power cycle, not just a reconnect at the computer.
• A Network Adapter (H3BA) used on macOS. It may not reconnect after a restart or idle period.
• An outdated Huddly Camera Service on Windows, for example the camera showing as "USB Video Device" in Zoom Rooms.
• A hardware fault in the camera itself, confirmed by a swap test with a known working camera.

Resolution steps

• Update the camera
  Open Huddly Connect App → Settings → Camera Info and install any available update. L1 and Crew should run 2.0.4 or later. Check Software Releases for the current version.
• Update the USB Adapter on its own
  Disconnect the cameras from the USB Adapter. Connect only the adapter, with its power supply, to the computer. Open the Huddly Connect App and wait a few minutes for an update prompt. Let the update finish before reconnecting the cameras.
• Do a full power cycle
  Disconnect the cable and power at the camera and adapter end, not only at the computer. Leave everything unpowered for 30 seconds. Reconnect and allow 1–2 minutes to boot past the loading screen.
• Remove extra equipment
  Connect the camera directly to the computer with the supplied cable. Remove hubs, docks, USB-A to USB-C converters and extenders while testing. This is to verify whether any third-party equipment may be the cause of the issue.
• Using macOS with a Network Adapter (H3BA)?
  Reconnecting after a restart or idle period is a known limitation on macOS. Use the USB Adapter (H3SA) instead.
• Windows room systems
  Make sure Huddly Camera Service is up to date through Windows Update. If Crew shows as "USB Video Device" in Zoom Rooms, updating the Huddly software component through Windows Update resolves it.
• Swap test
  Connect a known-working Huddly camera to the same setup. If the other camera works and yours still fails on a second computer, the camera may be faulty.
• Send logs while the issue is happening
  Use Huddly Connect App → Settings → Support and Logs (see this FAQ on sending camera logs). Logs sent after the camera recovers often don't show the cause. Share the reference ID with Support.

If the camera was supplied in a Crestron kit, contact Crestron support. Crestron software manages the camera in those systems.