FAQ / Troubleshooting
Frequently asked questions, and links to our support channels for more information
What Operating Systems do you support?
MacOS: We currently support MacOS (Catalina, Mojave). Recommended: Mac computers 2015 and newer.
Windows 10 (x86) (Windows 7 is not supported)
Windows 10 (ARM) We currently run on Microsoft Surface Pro X and Samsung Galaxy S
(Windows) What hardware do you support?
We require a 4th-gen or better Intel CPU supporting AVX instruction set. We are working to relax this restriction, stay tuned!
We also support a few windows laptops with ARM64 processor. LoomieLive has been tested to work on Microsoft Surface Pro X and Samsung Galaxy Book S.
How do I install LoomieLive?
MacOS:
Download macOS version of LoomieLive from the following link:
Double-clink on the downloaded pkg and follow instructions for installing LoomieLive.
Windows (x86):
Download Windows x86 version of LoomieLive from the following link:
Double-click on the downloaded exe and follow instructions for installing LoomieLive (see Windows on ARM installation steps below for reference).
Windows (ARM):
Download LoomieLive from the following link:
Double-click on the downloaded exe to launch the "LoomieLive Setup Wizard" and click on “Next”.
Select the folder location where you wish to install LoomieLive or use the default. Click “Next”.
On the next screen, click on “Install”. A new window for confirmation might open for allowing the installer to make changes on your device, click on “Yes”.
Wait for the installation to complete and click on “Finish”.
Click on Start menu and look for “LoomieLive” under “Recently Added” and click on it (you might want to pin it to Start menu or task bar for better access).
Once LoomieLive starts, it will ask permission to access your microphone, click on “Yes”:
If you switch to Video mode, LoomieLive will ask permission to access your camera, click on “Yes”.
Congratulations! You're running LoomieLive!
How do I uninstall LoomieLive?
MacOS: There is an uninstaller in /Applications/Loom.ai
Double-click to launch this, and the LoomieLive installation will be removed.
Windows (x86): Uninstall LoomieLive in the usual way using Add/Remove Programs.
Windows (ARM): Uninstall LoomieLive from Add/Remove Programs. Then follow these steps:
Under “Apps & features” look for “LoomieLive” and “LoomieLive camera driver”.
First uninstall “LoomieLive” by clicking on “Uninstall” button and then again to reconfirm.
Wait for uninstallation to complete.
Now click on “uninstall” for “LoomieLive camera driver” and then again to reconfirm.
A window will open asking permission to make changes on your device, click on “Yes”. Next a new window asking to confirm uninstallation of LoomieLive will open, click on “Yes”.
Wait for the uninstallation to complete.
(Windows ARM) Why did LoomieLive installation fail?
If you are running Windows 10 earlier than version 2004, you will need to enable "Sideload apps" to install LoomieLive otherwise the installation will fail.
To enable "sideload apps", search for "developer settings", and select "Sideload apps" and try installing LoomieLive again.
(Mac) Why isn't LoomieLiveCamera a menu choice with Zoom?
Are you running Zoom v5.2 or better? Earlier versions do not support LoomieLive's camera.
(Windows) Why isn't LoomieLiveCamera a menu choice in any of my videoconferencing applications?
First, check that the virtual camera was successfully installed by running the test described here.
If this fails, the camera may not have been successfully installed. Antivirus software can sometimes cause this: we've seen it with Bitdefender, Kaspersky, and Avast. Disabling these during installation, or adding loomai.com to their local whitelists, can fix the problem.
(Windows) Why is it showing a black frame?
Skype app: Sorry, we only support Skype Desktop right now!
Multiple apps using the camera: A limitation of Windows is that only one app can send to the webcam at a time. If another camera-using app was running before you launched LoomieLive (including the videoconferencing app you are about to use with Loomie!), you'll see this. Quit the other app before launching LoomieLive. Lauch LoomieLive first.
(Windows) Why can't I switch back to the regular camera?
Perhaps you're at the end of a Zoom (or other videoconference) meeting as your Loomie, and want to switch back to the real camera to say "bye". You'll need to first quit LoomieLive or turn off its camera mode so the original camera is available to the videoconference.
Why is the camera not showing in MSTeams?
Please restart the computer, this sometimes happens on the first use after installation.
Why is my avatar's mouth moving when others speak?
LoomieLive's avatars lip-sync to audio. This will happen if the microphone used in LoomieLive can hear the speakers used in your VideoConferencing app. In essence, your avatar is "hearing" others speak.
To fix this, do one of the following (best to worst):
Wear a headset
LoomieLive Settings: select your headset's microphone.
VideoConferencing Settings: select the headphones "speaker".
Now you will hear others, but your avatar (LoomieLive) will only hear you.
No headset? Use the Status drop down menu to switch to 'listening mode'. In this mode, your avatar will not lip sync to audio. Simply change the status back to 'active mode' when you are ready to speak.
If the above doesn't resolve the issue, uninstall and reinstall with the latest build.
Support
If you cannot resolve your issue, or have further questions, go to Settings / Contact and drop us a note. This will open a ticket in our support system (and will tell us what software and OS version you are running).
If you cannot do that, please contact us via support@loomai.com.
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