Quick Tip: We couldn’t start your video

Scenario: This issue (or at least this version of the issue) is specific to the Surface Pro 2 (all versions).  Trying to start my video I would end up with this error: “We couldn’t start your video.”


This would happen regardless of the camera I would use, including either the built-in front or rear facing camera.  To make matters even more strange, when I would go into the Lync | Options, it would display the video preview once.  If I open up Lync | Options again, I would get an error stating the camera could not be found and restart Lync.  If I closed Lync and opened it back up, I could again show the preview once but I would never be able to start my video.

At first, I thought maybe the issue was related to my setup.  Here is a quick picture:


I use a Surface Pro 2 with Surface Dock to power my main screen.  I than have an USB Pluggable UD-3900 to power the second two monitors.  So I started by removing all of that software but nothing changed.  Removed and reinstalled Lync, back to RTM and still had the problem.


A quick trip into device manager and I found that the “Surface Pro System Aggregator Firmware” had a yellow “bang” next to it.


pic3Opening the item from here did not do anything to fix the issue.  Instead, you need to follow these steps:

1. Open up Devices and Printers.  There you will see your surface and it will have a Yellow Bang there as well.  Right-click and choose troubleshoot.

2. It will ask you to Automatically Search for a solution.  Allow the computer to grind away for a few minutes attempting to find the fix.  It won’t and it will fail miserably.

3. After a few minutes, you will get an option that tells you that you need to reboot your computer and you will have a view details options.  You need to click it!  From there, you will get a new screen like this:


Click Restart Computer and than Lync will be fixed and your USB devices and camera will work 100%.  As I mentioned at the start, most likely an unique issue which required an unique fix but worth checking on.


6 thoughts on “Quick Tip: We couldn’t start your video

  • April 18, 2014 at 12:41 pm

    Sorry for the offtpic comment, but you cannot be contacted via any other traditional mean (sending a message to the blog author, or revealing your email address somewhere on the blog)

    The archive section does not work, if I click on the bottom of the main page for older entries ( http://masteringlync.com/page/2/ ) , is still shows the recent X number of entries, not the older entries.

  • May 13, 2014 at 2:51 pm

    Ok it seems your blog is in write-only mode; then why do you allow comments if you dont react on them…

    • May 13, 2014 at 8:09 pm

      Once I approve a comment from a person, than that person is fair game on any other comments automatically. And typically I try to reply to all comments when possible. I’m checking on the archive thing and why paging isn’t working.



  • May 19, 2014 at 11:10 pm

    Richard, I’m more interested in your standing desk! How do you find it? Would you ever go back to a sitting desk?

    • May 20, 2014 at 2:21 am

      Rick – I actually built it myself based on what I found on another blog (http://iamnotaprogrammer.com/Ikea-Standing-desk-for-22-dollars.html). I have three end-tables, I connected them together using some simple metal brackets found at Home Depot. I did some research to get the right height of the keyboard/mouse.

      As for the last question. At this time, I wouldn’t go back to a sitting desk anytime soon. I purchased a good standing mat and have an old stool I use occasionally to rest my feet. But so far – so good!

      • May 21, 2014 at 1:23 am

        Thanks for the reply and the link. I might have to retrofit my home setup, however work is an entirely different problem. 🙂


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