Overview

As an active contractor, you may notice that the WorkSmart application is not taking webcam shots as expected, meaning that there is no image found while you access your logbook information in the Crossover portal. 

Usually, the webcamshots may be missing if the webcam is disabled in the WorkSmart application or at the contractor's assignment level. Problems with webcam images capture may be related to software issues (external applications, driver problems) or hardware failures.

Prerequisites

• Active contractor using WorkSmart to track time.

Diagnosis

You can access your logbook in the Crossover Contractor Dashboard and confirm that there are missing webcam images or that there are unexpected black images with webcam errors. 

Please notice that the existing images related to webcam error messages are:

• "Webcam not found! If it works fine in other applications, restarting WorkSmart might help.":
  This message is expected if the webcam is disconnected.
• "We are unable to take a picture through the webcam. Often, this is because another application is accessing the webcam and preventing us from taking snapshots. Turning video off in those applications normally solves the issue.":
  This message is generated if another application is using the webcam, like Zoom. This is the expected behavior for WorkSmart when another work-related program or tool is using your webcam, you will start receiving webcamshots as soon as your webcam is released.

Solution

• Restart your computer. If another application hanged and prevents WorkSmart from using the webcam, this will automatically solve it.
• Be sure to download and install the latest WorkSmart version.
• Confirm that the webcam is enabled in the WorkSmart application.
  
  1. Right-click on the Crossover icon () on the Task Bar.
  2. Select Preferences.
     
  3. Check the Enable webcam option:
     
  4. Click OK.
• Check if the webcam is plugged in.
• Check if the relevant drivers are installed correctly.
• Ensure that your operating system has all the latest updates installed. Check the WorkSmart System Requirements article.
• Verify that the webcam is working fine with other applications, like Zoom or Skype.
• Confirm that your assignment information shows that the webcam is enabled for you:
  
  You should have a green check next to the webcam icon, if there is a red mark, please contact your manager and let him know that the webcam is disabled for your assignment.
• If you are still having issues, you will need to collect WorkSmart logs:
  
  • On Mac, zip and attach the contents of the folder:
    

    HD/users/<user>/crossoverfiles/logs

  • On Windows, zip and attach the contents of the folder:
    

    C:\Users\<user>\AppData\Roaming\CrossoverWorkSmart\Logs

  • Create a new ticket for Crossover Support, attaching the zip file containing WorkSmart logs.

Confirmation

You can confirm that the webcamshots are being taken by reviewing your logbook in the Crossover Contractor Dashboard and confirm that the images are the ones generated by WorkSmart using your webcam:

Related Articles

• WorkSmart System Requirements
• Downloading and Installing WorkSmart
• WorkSmart Crash