How JustAnswer Works:
  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.
Ask IT Miro Your Own Question
IT Miro
IT Miro, Computer Scientist
Category: Mac
Satisfied Customers: 3140
Experience:  Bachelor's Degree in Information Technology, Microsoft Certified Professional
30721786
Type Your Mac Question Here...
IT Miro is online now
A new question is answered every 9 seconds

I am trying to get Skype to work, el Captian, yes, I have

Customer Question

hi i am trying to get Skype to work
JA: What OS X (Operating System, e.g. Sierra, El Capitan, Yosemite, etc.) or iOS are you runninng?
Customer: el Captian
JA: Have you installed any updates recently?
Customer: yes
JA: What troubleshooting have you tried?
Customer: I have never had Skype I just tried to install and when i make a call it says "video is turned off"
JA: Anything else you want the Mac expert to know before I connect you?
Customer: no
Submitted: 7 months ago.
Category: Mac
Expert:  IT Miro replied 7 months ago.

Hello! My name is*****
I am a certified computer professional who will assist you.

Expert:  IT Miro replied 7 months ago.

To confirm, you installed Skype on your Mac computer and see this "video is turned off" message when trying to make a video call?

Let me know,

IT Miro

Customer: replied 7 months ago.
Customer: replied 7 months ago.
no
Customer: replied 7 months ago.
can you tell me where tools, options are
Expert:  IT Miro replied 7 months ago.

I see "yes" and "no".

What is the answer to:

Did you install Skype on your Mac computer and see this "video is turned off" message when trying to make a video call?

Customer: replied 7 months ago.
no thank you
i want to learn how to do this
Customer: replied 7 months ago.
If you can't tell me, i have to leave for a meeting.
Expert:  IT Miro replied 7 months ago.

Oh, you are referring to an offer for a Secure Remote Assistance. That's fine, you can just ignore it, so we can use the chat instead.

Expert:  IT Miro replied 7 months ago.

First, make sure to exit FaceTime or any other program that may be using your video camera. You can also restart the computer and then start Skype. See if that worked.

Customer: replied 7 months ago.
I restarted 2x and do not have FaceTime
Customer: replied 7 months ago.
I uploaded the newest version of Skype a few times
Expert:  IT Miro replied 7 months ago.

OK. Tools/Options is for a Windows version of Skype. For a Mac version, you need to start Skype and then click on the "Skype" menu located in the top left corner and then choose Preferences...

Expert:  IT Miro replied 7 months ago.

There click on the Audio/Video tab.

Expert:  IT Miro replied 7 months ago.

What does it say for "Camera"?

Customer: replied 7 months ago.
Camera says FaceTime HD camera
Expert:  IT Miro replied 7 months ago.

OK. Do you see yourself when you click on the Audio/Video tab? Also, can you choose another camera from the Camera drop-down box?

Customer: replied 7 months ago.
No other option and o can see myself
Expert:  IT Miro replied 7 months ago.

Is this a built-in camera or an external one?

Customer: replied 7 months ago.
Built in
Expert:  IT Miro replied 7 months ago.

OK, let's check if your camera works with FaceTime. Please find the FaceTime icon that has green background with a white camera and a little green phone. If you don't see it, use the search box located in the top right corner of the desktop screen (Spotlight) and type FaceTime there and press Enter.

Let me know if you see yourself on the right.

You can sign in to FaceTime using your exiting Apple ID.

Expert:  IT Miro replied 7 months ago.

I think there is at least one program that is open and using the camera, causing a problem to Skype. Skype requires all programs that can use a camera to be closed. So, I suggest opening the Activity Monitor and closing all programs that may be using your camera. Here are the instructions:

1. Click inside the search box located in the top right corner (Spotlight) and type: Activity Monitor and press Enter

2. The Activity Monitor window will appear

3. On the list of opened programs (processes), check if you see these:

FaceTime

iChat

Messages

Photo Booth

4. If you see any of them listed, click on its name and then click on the X button located in the top left corner of the Activity Monitor. Confirm by clicking Force Quit

5. Do the same to close all those mentioned programs

6. Finally, close (force quit) Skype as well

7. After that, start Skype again and check if the camera works for it now

Let me know the results.

Customer: replied 7 months ago.
Same thing turned off iMessage force quit Skype the video not on came up
Expert:  IT Miro replied 7 months ago.

This may be a problem with the current Skype version you are using. Please check the installed Skype version by starting Skype and clicking on the "Skype" menu located in the top left corner and then clicking About Skype.

Skype version will be shown on the right. Please type it to me.

Expert:  IT Miro replied 7 months ago.

Also, please check your Mac version by clicking on the Apple logo located in the upper left corner and then clicking on About This Mac. What is the version installed?

Customer: replied 7 months ago.
OS X el captain 10.11.5
Customer: replied 7 months ago.
Skype 7.37 (178)
Expert:  IT Miro replied 7 months ago.

Thanks for the information! Some users have reported the same problem, and it seems to be happening for MacBook Air computers model 2013. Are you also using MacBook Air 2013?

Customer: replied 7 months ago.
No an iMac 21", a lap top, and an iPad they all get this same message
Expert:  IT Miro replied 7 months ago.

That's strange.

I was able to find a camera plug-in update. I suggest you try to with it since many people reported it helped for them.

See the instructions on this link:

https://community.skype.com/t5/Mac-archive/FaceTime-HD-Camera-not-working-only-in-Skype/m-p/1931315/highlight/true#M29175

The camera plugin download link from the step #1 doesn't work any more, so use this link instead:

https://community.skype.com/skypec/attachments/skypec/Mac_archive/25463/1/AppleCamera.plugin.zip

If you are unable to follow those instructions yourself, let me know. I can remotely access your computer and help you out.

Expert:  IT Miro replied 7 months ago.

Also, see this link for another suggestion:

http://fusion94.org/blog/2015/10/23/camera-fix-for-el-capitan/

Expert:  IT Miro replied 7 months ago.

Hello again!

Since two days have passed since I provided you with some suggestions regarding the Skype camera issue, please tell me if one of them worked, or the issue is still there?

Thanks,

IT Miro

Expert:  IT Miro replied 7 months ago.

Hello!

Let me know if you were able to receive my messages.

Related Mac Questions