C925e Professional Webcam

Knowledge Base

Troubleshooting & FAQs

1. Focus


My C925e video looks out of focus


If your camera output appears blurry or the focus will not resolve to a clear, non-blurry image, try to trigger the “autofocus” - hold your hand in front of the lens and then remove it. The focus on the camera is automatic and should adjust itself.


If the camera does not self-adjust, try manually adjusting focus: Download and install the Logi Tune app. Once installed, turn autofocus off in the Logi Tune app and then adjust the focus manually by adjusting the slider in the app.


In addition, the zoom in C925e is a digital zoom. The image quality may lose its sharpness as you zoom in, just as you experience on a smartphone.


2. Video


My C925e video doesn’t look right


Video “not looking the way I expect” can mean many things.  Are the colors not right?  Is the video breaking up?  Is there noise? 

 

The most likely cause of poor video quality can be due to one or more of the following:

  • Video calling application — Refer to the help content for your video conferencing application or contact the video conferencing application’s support for advice on how to achieve HD quality.

  • USB Bandwidth — Too many active USB devices being used at the same time can affect the overall quality of your video stream. Disconnect or turn off any USB devices not in use.

  • CPU utilization — Too many processes running on your CPU can affect the overall quality of your video stream. Terminate any applications or processes you may not be using.

  • Network bandwidth — Not having enough network bandwidth can affect the overall quality of your stream. We recommend having 3MB free when attempting to stream in HD quality.

Here are some simple steps to ensure the camera is working as it should:

  • First verify that the network or video conferencing service is not the cause of the video quality issues, by trying a local video application like Windows 10 Camera Application and checking the video quality locally.

  • Please ensure that the video is streaming through your C925e camera, and not another camera such as your laptop camera or another attached camera.

  • Follow the steps under C925e Basic Troubleshooting 

  • Try another video conferencing application, for example Skype, Skype for Business, Zoom, Google Hangouts, Facetime, or others.

  • Make sure no other network or CPU intensive applications are running. A good test is to run your video application immediately after a reboot of the computer without any other applications running.

3. Resolution


How come I’m not seeing 1080p resolution with C925e?

Logitech C925e supports Full HD (1080p) video at 30 frames per second. If you’re not seeing 1080p resolution, it may be that your video conferencing application supports up to 720p or there might even be a setting within the application to put the video into HD quality entirely.  Please check your application requirements and settings. 

 

In addition, check the following:

  • USB bandwidth — (ex. using many active USB devices at the same time)

  • CPU utilization — (ex. file transfers, streaming, checking email, antivirus scanning)

  • Network bandwidth — your internet connection download speed should be at least 3 Mbps


4. Mic


My C925e mic audio doesn’t sound right

C925e contains two microphones which will also be recognized by your system and made available in your application.  Audio quality can be impacted by several factors including network performance, system, application, or the device itself.  To ensure that the C925e mics are working properly, please follow these easy steps:


  • Follow the steps under C925e Basic Troubleshooting and verify that the correct driver is listed in Device Manager under “Audio inputs and outputs” and “Sound, video and game controllers” sections (Hyperlink to that section)

  • Are the C925e mics properly selected in your application? Sometimes, the audio can default to a laptop mic, if the computer system has one. Double check that C925e is the mic device selected in your app, and if you don’t see it listed, please review the steps in “My device is not recognized by my computer system”

  • Ensure the mic level is optimal; adjusting may even correct the issue.

  • Try a different application: Try another video conferencing or audio application. Many applications even have a test mode to playback audio for testing purposes.

  • Verify that the network or video conferencing service is not the cause of the audio quality issues, by trying a local audio recording application like Windows 10 Voice Recorder (available free on Microsoft Store) and checking the audio quality of the microphone locally

 

Some additional advanced steps: 

 

  • You can try adjusting the mic gain lower or higher by following these steps:

  • For Windows, right click on the speaker icon in the system tray, and select “Recording devices.”

  • The system tray (or "systray") is a section of the taskbars in the Microsoft Windows desktop user interface that is used to display the clock and the icons of certain programs so that a user is continually reminded that they are there and can easily click one of them. In Windows 10, it looks like this:

  • Once you’ve opened “Recording Devices,” right click on the BRO microphone and select “Properties” and then “Levels”

  • Lastly, adjust the Mic array slider higher and lower to reset the gain

  • For Mac, (Placeholder)

  • Enable/disable processing: Sometimes the audio processing in the video conferencing application can interfere with mic performance. If your application allows you to enable/disable audio processing, take this step to evaluate if it makes a difference

4. Computer Recognition

My C925e isn’t recognized by my computer

If you have plugged C925e into a USB port, and even after several minutes the device is not recognized in the system or not showing up in your applications, please try the following to ensure whether it is a connection issue rather than problems with your hardware:


Check your setup: Are all cables and connections plugged in tightly?

  • Try a different USB port: Sometimes a USB port on the host computer running the video conferencing software may have an issue

  • Try a different computer: Does the C925e work fine on another system?

  • If C925e is connected through a USB hub or extender, try plugging directly into USB port: Some external hubs or extenders may not have adequate power or specifications to support C925e.

  • For Windows, open Device Manager to check that the Windows driver is properly installed

  • Device Manager in the Windows Operating Systems

  • You can access Device Manager by a) hitting the Windows Start then b) typing “Device Manager” in the search bar to the right of the start icon

  • Open “Imaging Devices” and confirm if Logitech C925e is listed. If not listed:

  • Try a different USB port

  • Check if Windows Update is enabled.

  • Windows Update is a Microsoft Service which automatically downloads and installs updates over the internet to the operating system.

  • You can access Windows Update by selecting the Windows start icon and typing in Windows Update in the search field. Windows Update settings is controlled by the Administrator of your system, so if you are working in a professional environment, you may need to contact your IT department.

  • If Logitech C925e is listed but has a yellow exclamation point, then try the following:

  • In Device Manager, right-click on C925e/UNKNOWN device with the yellow exclamation icon, and select Update Driver.

  • In the Update dialog, select Update Driver.

  • Select Let me pick from a list of available drivers on my computer.

  • Check Show compatible hardware (if not checked), then select USB Video Device (not Logitech C925e), from the list.

  • Click Next.

  • NOTE: If a list of categories is shown instead, select Imaging Devices, then USB Video Device.

  • If Logitech C925e is listed without a yellow exclamation point, please then try the following to make sure the latest updated driver is installed:

  • In Device Manager, right-click on C925e device, and select Update Driver.

  • In the Update dialog, select Update Driver.

  • Select Search automatically for updated driver software

  • Select the Logitech C925e driver that is listed


For macOS:

  • Select the apple icon at the top left of the screen.

  • Select “About this Mac” in the drop down menu, and then “System Report” in the pop-up box.

  • In the System Report, if the camera is properly recognized, it will be listed under “Camera” as “Logitech C925e.”

  • On older Mac versions, you may see “Logitech Camera” instead of “C925e” as the video device. In order to select C925e as your video device, select Logitech Camera.

 

If you have taken all these steps and still have an issue, you may have a faulty device or cable. 

4. Windows Update

Windows Update just ran and now I’m not seeing C925e on my system (or not streaming video). What can I do?

If you’ve recently updated Windows 10 and you’ve lost video from your C925e webcam or your webcam is no longer recognized by Windows, do the following:

  • Open Device Manager — go to the Start menu in Windows 10 and type “Device Manager” in the text box.

  • In Device Manager, check the Imaging Device section — if you see a yellow exclamation next to the device name or the device name shows UNKNOWN, then the drivers did not load properly.


To correct the issue:

  • In Device Manager, right-click on C925e/UNKNOWN device with the yellow exclamation icon, and select Update Driver.

  • In the Update dialog, select Update Driver.

  • Select Let me pick from a list of available drivers on my computer.

  • Check Show compatible hardware (if not checked), then select USB Video Device (not Logitech C925e), from the list.

  • Click Next.


NOTE: If a list of categories is shown instead, select Imaging Devices, then USB Video Device.

4. TV

How do you connect C925e to a TV?

C925e is connected to a USB-enabled computer running video conferencing software, and the computer is then connected to the TV.


Useful Documents 

 
Datasheet

Quickstart
Guides

Software
File


Contact Us


If you can't find the answer you are looking for or need specific help, please get in touch with the team on 01635 798620 or email us at help@podia.work