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BlackBerry® Z10

Trusted Contributor
Posts: 116
Registered: ‎02-06-2013
My Device: Z10
My Carrier: Sasktel

Video Chat "unable to access video"

When my Z10 uses VIDEO CHAT in BBM to my friend who has a Q10 -- he is able to answer the call, but not able to show me his video -- he gets a message that says "UNABLE TO ACCESS VIDEO"  So we can hear each other, but not see each other.


When this same Q10 calls my Z10, he can see me on his Q10, but I do not see him on my Z10.


What is the issue? and is the issue with the Q10 or the Z10?

Posts: 2,283
Registered: ‎09-09-2010
My Device: BlackBerry Z10 Smartphone

Re: Video Chat "unable to access video"

Hello CarlaL,


Are you connected to the Mobile network or using Wi-Fi? I would suggest test both Wi-Fi and the Mobile network.

This can be caused if the BlackBerry device is on a Wi-Fi network that is behind a firewall, please see the following article that provides some more information: 


Using Video Chat, BBM Voice, or BBM Video behind a firewall




Let us know if this helps.





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