Tencent Conference - black screen analysis

Tencent Conference - Analysis of black screen problem

Problem description ： Recently, there is feedback from work order Windows The local black screen appears when the camera is turned on on the system , Or watch other people's pictures （ camera , Screen sharing ） A black screen appears , Let's analyze this problem today .

Troubleshooting steps ：

1、 Confirm whether the local and the opposite end see the black screen , Replace the network （4G hotspot ）、 Whether the device is normal after restarting

2、 confirm QQ Or whether the wechat video is normal

If QQ Or wechat videos are all black , It is recommended to contact the computer after-sales service to see if it is a computer hardware problem .

3、 Confirm whether the graphics card driver is up to date , Provide driver version

（1） View the graphics card driver version

Press win+R key , Running input “dxdiag”, Click on “ Show ”, If you have two graphics cards , You need to view and screenshot separately ;

（2） Different manufacturers of graphics card upgrade drive mode ;

inter：

intel Auto upgrade drive reference :https://www.intel.cn/content/www/cn/zh/support/detect.html

AMD：

AMD Auto upgrade drive reference ：https://www.amd.com/zh-hans/support, Here is an automatic tool , Click on   Download now , It will automatically check the latest drive .

nvidia：

https://www.nvidia.cn/Download/index.aspx?lang=cn

Choose these three ： series , model , operating system , Then click search

Click to download the page ：

Click download again

4、 Confirm whether the computer is a dual graphics card , Disable one of the graphics cards respectively , Restart Tencent conference to see if it is normal

open 【 Device manager 】, stay 【 Display adapter 】 Look at some graphics cards , If it is a multi graphics card , You can disable one of the graphics cards separately , Restart Tencent conference to see if it is normal .

How to find 【 Device manager 】 Reference documents ,https://jingyan.baidu.com/article/642c9d342b331b644a46f7a7.html

5、 Uncheck this compatibility mode and see .

6、 If the above steps are correct , Sure Submit work order , Provide us with screening information to confirm

 Log collection ：

Windows System - Log path ：
2.15 And the following ： Press and hold at the same time  WIN + R ->  Input  %appdata%\tencent\WeMeet\Logs
2.16 And above ： Press and hold at the same time  WIN + R ->  Input  %appdata%\Tencent\WeMeet\Global\Logs	
MAC System - Log path ：
2.15 And the following ：~/Library/Containers/com.tencent.meeting/Data/Library/Caches/Storage/			
2.16 And above ：~/Library/Containers/com.tencent.meeting/Data/Library/Global/Logs

Android and iOS mobile phone - Log path ：
 Head portrait  ->  About us  ->  Tencent conference logo 6 Time