TechSmith on Surface Pro 4 (Microsoft), wile recording with front facing camera the recording stutters and skips.

michelle.davis

• October 22, 2017 18:02

Every time I try to record with TechSmith Relay, I cannot use the front facing camera on my surface pro 4. The play back always stutters. When I turn the camera off, it records fine with no stuttering. What is happening? 
Thank you

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  jonathanbooth

  • July 18, 2020 21:37

  Hi Michelle, this is a great catch. Is Relay the only application having issues accessing your camera? My Surface Pro currently has Relay Recorder v 514 installed which is only able to access the back camera's preview but fails to actually record the feed. I don't think Relay is configured to recognize the dual camera setup. What version are you using? If you open the Relay Recorder on your Surface Pro, you can click on the drop down carrot beside the help button to see its version. Also, you may want to look at installing Fuse on your surface instead of Relay Recorder. I'll put a ticket in today and keep you posted. 

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  Michelle Davis

  • July 18, 2020 21:37

  Hi Jonathan! I am using TechSmith Relay Recorder 5.1.2.866.  There was an update available and I thought, perhaps, the update would solve the issue. To no avail. 
  
  Thank you. 

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  Carleton University

  • July 18, 2020 21:37

  I support capture at my University. I can confirm that this happens. I have had support tickets about this. Please open a ticket with Techsmith so that they address this issue.

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  jonathanbooth

  • July 18, 2020 21:37

  I submitted a ticket and was informed to install some firmware updates to address the issue. I was able to apply the updates through Settings --> Windows Update, which required several restarts but didn't quite fix the issue. I was able to preview both cameras, yet unable to record the feeds. If you don't have any updates either or have any available, you can use the link Techsmith provided. See the message below:
  
  

  Hi Jonathan,
  Thank you for sending me your directx diagnostic report. It appears that I was able to find firmware updates that may help with your issues. Can you try the updates to your Firmware from the link below to see if that helps: 
  https://www.microsoft.com/en-us/download/details.aspx?id=49497
  Please let me know if you have any questions.
  Kind Regards, 
  Joe 
  Technical Support Specialist

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  Carleton University

  • July 18, 2020 21:37

  I also was informed to update the drivers. We did this and after many restarts and updates there was no improvement.

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