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TEST – Troubleshooting guide

Technical Basics

An operating system (OS) is system software that manages computer hardware, software resources, and provides common services for computer programs. 

The three most common operating systems for personal computers are Microsoft Windows, macOS, and Linux. JasminCam is available for Windows and macOS only.

Modern operating systems use a graphical user interface, or GUI. A GUI lets you use your mouse to click icons, buttons, and menus, and everything is clearly displayed on the screen using a combination of graphics and text.

A driver provides a software interface to hardware devices, enabling operating systems and other computer programs to access hardware functions without needing to know precise details about the hardware being used.

Hardware devices that are unknown by the operating system or that have features that are unknown by the operating system all require drivers. If the appropriate driver is not installed, the device may not function properly.

A VPN, or Virtual Private Network, allows you to create a secure connection to another network over the Internet. VPNs can be used to access region-restricted websites for example.

VPN will always decrease the internet speed, as it adds a number of steps that were not present in the connection before.

One of the primary causes of Internet latency is the physical distance between locations where data is accessed and delivered. The reduction in speed is due to the encryption process of your internet data which a VPN implements to make everything safe and secure. 

How to find the CPU / GPU?

The available graphics adapters are listed under Display adapters.
In the search box on the taskbar, type Device Manager, then select from the menu.

What is “dxdiag”?

DxDiag (DirectX Diagnostic Tool) is a diagnostics tool used to test DirectX functionality and troubleshoot video- or sound-related hardware problems.
Checking the date and version of the graphics driver:
Open start menu, type run or keyboard shortcut Windows + R
Type dxdiag and press enter

Integrated GPU

In case of integrated graphics the built in adapter should be something similar to Intel HD Graphics. (with intel processors)
If the intel processor has built in graphics and not listed in the Device manager, then it is disabled in the BIOS.
To determine if the processor includes Quick Sync check the list or the official intel site of the exact processor.
Quick Sync is available only with intel. You may find the list of QuickSync processors here.  
If there is no processor graphics part on the official intel site, it means the processor has no built in graphics.
For the proper working the latest driver should be installed. Intel Driver & Support Assistant.

Dedicated GPU

In case of using a dedicated video card, an Nvida card that has NVENC video encoding OR an AMD card that comes with VCE/VCN encoding is necessary for HD (1280x720p) and FullHD (1920x1080p) streaming.

Nvidia video card:
You may find the list of Nvidia graphics with NVENC here:
https://developer.nvidia.com/video-encode-decode-gpu-support-matrix
For the proper working the latest Nvidia Geforce Game Ready driver should be installed. 
https://www.nvidia.com/Download/index.aspx

Alternatively, you may install the Nvidia Geforce Experience. It will automatically install the right Nvidia driver.
https://www.nvidia.com/en-eu/geforce/geforce-experience/

AMD (Radeon) video card:
Note, that not all AMD cards come with VCE/VCN encoding.

AMD software to keep the drivers up to date: https://www.amd.com/en/support
Any AMD graphics card released in 2012 and later should come with VCE/VCN encoding.
A list of card series can be found here: https://en.wikipedia.org/wiki/List_of_AMD_graphics_processing_units
Please note that AMD’s Oland-series cards do not have this feature.
Or visit their website and search for your card’s specific driver from their downloads list.
The following AMD Radeon™ Graphics cards do not have H264 encoding:
https://www.amd.com/en/products/specifications/graphics

Interactive Toy

Basic Information

JasminCam and Vibes Messenger both compatible with the following toys:

Kiiro:

Lovense:

Svakom:

As the new version of JasminCam will contain all of the dongle possibilities, it is very important that partners try to use only one solution at a time.

Also very important, if the performer is trying to connect the toy to JasminCam or Vibes Messenger, all application from the toy manufacturers should be closed completely, otherwise the bluetooth connection between JasminCam /Vibes Messenger will be disturbed, and they toy will not connect or will disconnect frequently.

Only one dongle / built in Bluetooth device must be used. Remove everything else toy related. 
Example:
For black/white dongle install JC with nothing plugged in and after installation they should only plug in the right dongle, they shouldn’t pair the toy to Windows separately, do not attach other Lovense dongle.
For white/white dongle they shouldn’t pair the toy to Windows separately do not attach other Lovense dongle.
For BLE version they should follow the steps in this guide, do not attach other Lovense dongle. 

Multi toy functionality is only available with BLE dongles

Tested and recommended adapters: 

Asus BT500
LogiLink 4.0
TP-link UB400 Nano

Setting up the toy

  1. Partners will need built in Bluetooth in the computer, or a third party Bluetooth adapter plugged in. 
    BLE is required( Bluetooth Low Energy ), for this they need: 

    Bluetooth must be at least version 4.0 or above ( 4.1 ; 4.2 ; 5.0 etc.) 

  2. Press and hold the button on the toy for 3 seconds.

    • When the red light starts flashing, it means that it’s searching for pairing
  3. To turn it on in JasminCam, go to the “Interactive Toy” menu and there press “Turn On”.
  4. Once turned on, JasminCam will search for the device. After pairing the following device name will be displayed.

  5. The name of the device can be edited by clicking on the pen icon next to it.

    • Save button will save the name, if cancel is pressed, no change will be made.
    • In JasminCam the name of the Toy can be changed freely, no need to keep the “LVS-” part of the name here. 

  6. If the toy disconnects the icon will turn red or grey.

    • The device name field will show the “No Device” message.
    • By clicking on the “Research device” option the software will start looking for a pairable device.

Multi site toy support from browser

Note: Lovense connect or Lovense remote is only needed when the performer wants to connect the toy to the browser version of JasminCam, or if the firmware of the toy needs to be updated.

  1. Download Lovense connect from the Play store/App store
  2. Open Lovense connect.
  3. Connect toy(s)
    1. Press and hold the button on the toy for 3 seconds. When the red light starts flashing, it means that it’s searching for pairing
    2. Tap “Add toys” in the Lovense connect app 
    3. The application will search for the toy, once it is found tap “Click when done”  
  4. Open interactive toy menu under the stream preview.
  5. Turn on the Toy feature.
  6. Switch to Accounts tab in Lovense connect
  7. Tap “Scan QR code” and aim the phone camera to the QR code displayed in the browser.
  8. Tap “Yes” for the pop-up window in Lovense connect.
  9. Select the toy in the settings panel you would like to use.
  10. Close the settings, the toy is ready for use.

Interactive Toy/Bluetooth Issues

No device detected

  1. Re-plug the USB dongle into a different slot. (Switch between rear/front USB panels.)
  2. Make sure that the dongle is plugged in correctly – the led on the adapter will blink with a red light when it is. (The bluetooth settings in Windows should also display as an attached device).
  3. Check if Bluetooth Service Support is running on the computer.
    3.1 Press the Windows key and search for “services”. Hit enter.
  4. Check if “Bluetooth Support Service” is running or not.
    4.1 If not, it has to be enabled (might require admin privileges).
  5. Check if the toy is in pairing mode (the red light is blinking in pairing mode) and the manufacturer’s application is not running

Device can’t connect

  1. Check if the toy is in pairing mode (the red light is blinking in pairing mode) and the manufacturer’s application is not running
  2. Re-plug the USB dongle into a different slot. (Switch between rear/front USB panels. Make sure no HUBS and extenders are used.)
  3. Ensure that the device is not already connected to Lovense’s application.
  4. Unpair device from all other devices nearby
  5. Check if “Bluetooth Support Service is running or not.
    1. Type “services.msc” to Windows Search bar
    2. Scroll down or use the search bar to locate “Bluetooth Support Service” in the list of services.
    3. Check Status
      4.1 If not, it has to be enabled (might require admin privileges).
      4.2 If yes, disable it for a few seconds, then have it enabled again.
      4.3 Close the settings panel and shut down JasminCam as well.
      4.4 Plug the USB adapter into another slot.
  6. Reinstall JasminCam
  7. Connect the toy to the phone, disconnect it and then try to pair/connect again.

Advanced steps:

  1. Open Control Panel\Hardware and Sound\Power Options
  2. Set HIGH performance
  3. Click on Change plan settings
  4. Search for USB Settings\USB selective suspend settings
  5. Set Disabled

Second option if the situation remains the same:

  1. Open Device Manager
  2. Right click on your BLE Bluetooth device and select Properties 
  3. Do not allow Windows to turn off the adapter on the Power Management tab
  4. If the Power Management tab doesn’t show up at all, even with the regedit fix below, the HID compliant devices should be checked as well

Power Management tab is not always visible, depends on the Windows’ version. 

Sometimes you can find the option only under Human Interface Devices. ( go through each device there and if it has a power management option, turn it off) 

Device disconnects:

  1. Check if the toy is in pairing mode (the red light is blinking in pairing mode) and the manufacturer’s application is not running
  2. Check Battery. Needs to be recharged. (Needs approximately 80 minutes to be fully charged).
  3. Device is too far from USB dongle.
    2.1 Effective range is around 3-5 meters, it’s worth checking if it gets disconnected regularly.

Alternative:

  1. Open Control Panel
  2. Change the “View By” option to Small/large icons
  3. Enter “Power Options”
  4. Click “Change plan settings” next to the selected “preferred plans”
  5. Click “Change advanced power settings”
  6. Expand “USB settings” twice.
  7. Switch the “USB selective suspend setting” from “Enabled” to “Disabled”

Bluetooth Support Service is missing from the computer

  1. Open Troubleshooting settings from the Start menu.
  2. Click on “Additional troubleshooters”.
  3. There, click on “Find and fix additional problems” where you’ll want to select “Bluetooth”.
  4. Click on “Run the troubleshooter” button and let it complete the search.
  5. Once it’s completed, restart the device.

Toy/Dongle firmware update

Toy:

  1. Install software on computer
    1. Lovense – https://www.lovense.com/sextoys/download
    2. Kiiro – https://www.kiiroo.com/pages/feelconnect
  2. Pair the device to the mobile/desktop through the app.
  3. The cloud icon indicates there’s an available firmware update for Lovense, Feelconnect will pop up a firmware update message automatically

Dongle:

  1. Install Lovense remote on computer https://www.lovense.com/sextoys/download
  2. Plug in white Lovense dongle
  3. Start lovense remote app, it will start the update automatically.
  4. When the update is done, replug dongle.
Do these devices work differently on the site?

No. Every single device has the same UI/UX functionality. Surprises will trigger the vibration which is sent to the device.

Is there a category restriction on the feature usage?No. 
How do Performers who have the feature enabled appear on the listpage?

A small toy icon in the upper left corner of thumbnail view indicates this.

It is also shown in the Performer’s bio.

Where can the toy be used?

During Free, Private chats and VIP shows

Will Support be able to turn off the feature?

Yes.

When it’s disabled, Performers get a notification with the reason why it has been turned off. Turning this on/off takes effect after a relog.

With multiple users during a VIP show who is able to interact with the toy?Everyone. Requests will queue up in order of sending and play only after the previous is finished.
Do the toy vibration have alert sound?Yes! (In JasminCam 5)

JasminCam / Vibes Messenger

JasminCam

Technical requirements

OSWindows 10 / 11macOS 12.3
Technical requirements

Min:

  • OS: Windows 10 64bit
  • Minimum 1280×720 screen resolution
  • Processor: Intel 4th generation Core i5 @ 2.50GHz or better
  • Memory: 4 GB RAM
  • Internet connection:
    • 1500 kbps (1.5 Mbps) international uploading,
    • and 2000 kbps (2.0 Mbps) downloading speed.
  • Latest graphics driver

Recommended (Multistream / HD ready):

  • Windows 10 64bit OS with latest updates installed
  • Latest Intel Graphics driver or latest Nvidia or AMD GPU drivers must be installed
  • Minimum 1920×1080 screen resolution
  • Either one of the following:
  • Internet connection:
    • Broadband, Ethernet cable connection.
    • 4500 kbps (4.5 Mbps) international upload speed.
    • 5000 kbps (5.0 Mbps) international downloading speed.
    • Minimum 6000kbps (6.0 Mbps) Upload speed for Full HD
  • Recommended webcamera without splitter
  • Memory: 8 GB RAM
    • It is recommended to use at least two memory cards in dual channel.
  • SSD
Any setup that is able to run the macOS 12.3 version.
Available quality settings at login
  • 854×480 / 30 fps / 850 bitrate
  • 1280×720 / 30 fps / 3500 bitrate
  • 1920×1080 / 30 fps
  • 854×480 / 30 fps / 850 bitrate –
  • 1280×720 / 30 fps / 3500 bitrate
  • 1920×1080 / 30 fps

Installation

Windows

  1. Download latest version of JasminCam from MSC or from an up-to-date download link.

  2. Run the installer with admin rights and follow the steps. During installation, preferably select “Only for me”.
  3. During the installation, JasminCam may prompt notifications about missing components: always make sure that these are downloaded/installed.
  4. Finish the installation and start the application to ensure it is working as intended.

macOS:

  1. You will need to allow applications to be downloaded from anywhere. Search for Security & Privacy in Spotlight and you can set it there.

  2. Download latest version from MSC or from an up-to-date download link.

  3. Go to Downloads folder and double click on JasminCam’s .dmg file

  4. A window will open. Click the JasminCam icon, which will start the installation.

  5. Wait for the installation to complete. You can then access it in the Applications folder.

Uninstallation

Windows:

  1. Open Start Menu.
  2. Type “Add or Remove Programs”.
  3. Look for JasminCam in the list.
  4. Click on Uninstall.
  5. Wait for the uninstaller to finish

macOS:

  1. Open Applications folder
  2. Drag the JasminCam icon into the Trash icon on the Dock.

JasminCam Troubleshooting

Issues During Installation

Common Reasons:

  • Technical Requirements not met
  • Missing dependencies / Missing Admin privileges
  • Previous Installation Interference

Basic troubleshooting steps:

  1. Check for OS updates
  2. Check for driver updates
  3. Check connection
  4. Reinstall JasminCam

JasminCam won’t start 

Common reasonsTroubleshooting steps

Application still running in the background

  1. Open Task Manager
  2. Go to “Processes” tab
  3. Check if JasminCam is still running in the background
    1. If Yes – Right click on it and click on “End task”
  4. Restart PC

Corrupted Install

  1. Uninstall JasminCam
  2. Follow the Troubleshooting steps under “Issues during Installation” tab.

Firewall / AntiVirus software is blocking JasminCam

  1. Verify if performer has any third-party Firewall/AntiVirus software installed that might be blocking JasminCam.
  2. Ask the performer to uninstall the Firewall/AntiVirus software. Explain them that Windows Defender should be enough.
    1. If they insist on keeping the software installed, ask them to add JasminCam to the exception list.

Shortcut Icon points to wrong Target location

  1. Right click on JasminCam icon
  2. Click on “Properties”
  3. Check the “Target” field and confirm if it’s pointing to the correct location.
    1. If not – create a new shortcut icon from the correct location. 

Can’t Login / Can’t Go Online 

Wrong credentials provided (Incorrect Email or Password)

  1. Make sure the performer is entering their e-mail address and not their username.
  2. Ask them to free-type their credentials instead of copy-pasting from somewhere. 
  3. Click on “Forgot Password”
  4. If still getting the same error message forward the case to PSV.

Account status (Suspended, Rejected, Inactive, Pending, Closed)

Some performer might be trying to login while their account status is not “Active”.

Suspended / Rejected → Check flags, and handle inapp / forward to PSV

Inactive → Studio admin should activate the performer from Studio Center

Pending – Unfinished registration, perf is missing something (profile picture, display name…)

Closed → Register new account

Logged in with Studio Account

Performer might have logged into JasminCam with Studio Account instead of Performer Account

Network Issues

  1. Network troubleshooting

    (warning) First Step: Check if the audio is lagging as well or not!(warning)

    In case the audio is smooth, not delayed, not distorted, not lagging, then it’s unlikely that the connection is causing the issue. → In this case look into Splitter settings, Drivers, Windows updates, RAM usage…etc.

    If Audio is lagging as well / Can’t go online:

    1. Run Speedtest http://speedtest-performer.dditscdn.com/speedtest/
    2. Verify if the results meet the recommended criteria https://livejasminwiki.com/technical-requirements/
      1. Check Overall Upload & Ping / Jitter & Broadcasting Bandwidth – Preferably:
        1. 480p -Broadcasting bandwidth > 2mpbs; Ping < 200ms; Jitter < 30ms
        2. 720p – Broadcasting bandwidth > 6mbps; Ping < 160ms; Jitter < 30ms
        3. 1080p – Broadcasting bandwidth > 10mbps; Ping < 160ms; Jitter <20ms
      2. Check the OS type on the Speedtest result page (to make sure the performer has run the test from the device you are troubleshooting)
      3. Analyze the Graphs using the IPS – Speedtest guide
    3. If the Speedtest results look fine go to step “h” / “8”
    4. Make sure no high bandwith usage processes are running (other streaming sites, torrent, youtube, netflix…)
    5. If performer is using a wireless (Wi-Fi) connection try to test it with Ethernet cable if possible. 
    6. Restart Router
      1. If issue remains after Router Restart → advise to check Router settings, Firmware updates
    7. Contact Internet Service Provider (ISP)
    8. If connections seems to be fine but the stream still has low fps / lagging issues → Check Splitters, Windows Updates, Graphics Drivers, Display / Graphics Settings, RAM Usage (Task Manager)

Drivers / Windows Updates missing

Windows & Optional Updates

Windows 10

Windows Updates:

  1. Open Settings on Windows 10.
  2. Click on Update & Security.
  3. Click on Windows Update.
  4. Click the Check for updates button to download the latest updates available.

Note that downloading and installing preview updates are not necessary.

Optional Updates:

  1. Go to Settings > Update & Security > Windows Update.
  2. Click on the View Optional Updates text.
  3. On the next page, expand available groups of updates to see what it is possible to download and install.
  4. Select (check) the updates you want to install, and click on the Download and install button.

Note that Windows Update will only get updates to Microsoft products (and drivers etc). 

Small Form Factor (SFF) PC’s / Laptops might have their own update procedure.

Windows 11

Windows Updates:

  1. Open Settings on Windows 11.
  2. Click on the Windows Update tab using the left panel.
  3. Click the Check for updates button to download the latest updates available.

Note that downloading and installing preview updates are not necessary.

Optional Updates:

  1. Go to Start → Settings → Windows Update → Advanced options.
  2. Click on Optional updates.
  3. On the next page, expand available groups of updates to see what it is possible to download and install.
  4. Select (check) the updates you want to install, and click on the Download and install button.

Updating CPU & GPU Drivers

GPU Driver update for PC’s with Integrated and Dedicated GPU’s.

Integrated + Dedicated GPU

When installing drivers for a PC with both an integrated (built into the CPU) and a dedicated (separate card) GPU setup, the order of driver installation is important for several reasons, such as ensuring system stability, compatibility, and optimal performance.

Install the drivers for the integrated graphics first. This step is crucial because the integrated GPU often handles basic display outputs (specially on laptops) until the dedicated GPU takes over.

Finally, install the drivers for the dedicated graphics card. Since the dedicated GPU will likely be the primary source for intensive graphical tasks, installing its drivers last ensures that it can take control over the integrated graphics without conflict

Intel

Intel Driver & Support Assistant tool:

  1. Use Intel Driver & Support Assistant to have the necessary drivers detected and installed automatically: 
  2. Go to https://www.intel.com/content/www/us/en/support/detect.html
  3. Click on “Download Now” (Top-Left)
  4. Run the file and agree to the terms and click Install
  5. Restart Computer
  6. Find the Intel Support Assistant icon in the bottom-right corner (“Show hidden icons”)
  7. Click on the icon and select “Check for new Drivers”
  8. Click “Download All Updates”
  9. Click “Install Updates”

Manual Install:

  1. Identify Your Intel Hardware (System Information (msinfo32), Device Manager)
  2. Find and download the demanded driver for your Intel Hardware here: https://www.intel.com/content/www/us/en/products/overview.html
  3. Open Device Manager (Right-click on the Start button and select “Device Manager”, or type into Search Bar.)
    • Uninstall Old Drivers – Can be helpful when dealing with more complex issues.
  4. Expand the relevant category (e.g., Display adapters) and right-click on the Intel device.
  5. Select “Update driver” and then choose “Browse my computer for driver software”.
  6. Navigate to the location where you downloaded the driver file, run it and follow the prompts to complete the installation.
  7. Restart Computer

Nvidia

Geforce Experience:

  1. Download the Geforce Experience App here: https://www.nvidia.com/fr-be/geforce/geforce-experience/
  2. Create an Account or Sign In
  3. Click the “Drivers” tab and then click “Check for Updates” on the right.
  4. Select “Download” on the driver update that will appear.

Manual Install:

  1. Identify Your NVIDIA Graphics Card:
    1. Right-click in Windows desktop and click on “NVIDIA Control Panel” → Find your exact care type and model there. 
  2. Download the Latest Drivers:
    1. Go to https://www.nvidia.com/Download/index.aspx
    2. Select the appropriate info from the dropdown lists
    3. Click on “Search”
    4. Click on “Download”
  3. Install New Drivers:
    1. Navigate to the location where you downloaded the driver file, run it
    2. Follow the prompts to complete the installation.

AMD 

  1. Identify Your AMD Graphics Card:

    • Right-click on the Windows desktop and select “AMD Radeon Software” or “AMD Radeon Settings”.
    • In the AMD Radeon Software, navigate to the “System” tab and click on “Hardware” to find your exact graphics card type and model.

  2. Download the Latest Drivers:

    • Visit the AMD website at https://www.amd.com/en/support.
    • Enter your graphics card details or select it from the dropdown menus.
    • Click on “Submit” to find the latest drivers for your AMD graphics card.
    • Click on the download button to download the driver installer.

  3. Install New Drivers:

    • Once the download is complete, navigate to the location of the downloaded driver file and run it.
    • Follow the on-screen instructions to complete the installation process.

Low FPS/Video issues troubleshooting

  1. Check the CPU and RAM usage. (Ideally should be under 85%)

    • If the values are high → Close running apps, Browser pages, Antivirus → Check Task Manager Processes tab for high CPU/RAM usage apps. 
  2. Check the camera angle / lighting
    1. Direct Lighting, Backlighting, Inadequate Lighting (Darkness), Reflective Surfaces (Mirrors, Glass) could also cause fps issues.
  3. If the model is online with a Splitter.
    1. Set the same resolution in the splitter, as it is set in JasminCam/MegaCams
    2. Adjust the FPS to 30 in the splitter app
    3. Bring the performer online without Splitter software
  4. Adjust camera settings further
    1. Set all to default if needed
    2. Disable auto functions
    3. Disable “RightLight/Low Light Compensation”.
    4. Lower Exposure value. Setting it too high can cause lagging as well, (lower ones will cause flickering.)
    5. Avoid too high color settings, or sharpness. 
  5. Replug camera into another USB port. USB 2.0 is required at least. (warning) Use rear ports. Make sure there’s no extension cable on the USB. (warning)
  6. Check Windows Updates
  7. Check GPU Drivers
  8. Lower the resolution.
  9. Reinstall JasminCam
  10. If nothing worked, a troubleshooting for the application should be done, temporary files might be slowing the computer, the application may be faulty or incorrectly installed.

JC Graphics Settings / Performance Setup – for HD and FullHD streaming resolution

  1. Open Start Menu
  2. Type in “Graphics settings” and open it (new window will pop-up)
  3. Click on Browse
  4. Go to C:\Users\%username%\AppData\Local\jasmincam\App
  5. Select and add JCam.exe
  6. Under Browse, select “JasminCam Software preloader” and click Options
    1. Select the option that uses the built in Intel GPU (should be “Power saving” most of the time)
    2. Click Save.
  7. Click on Browse again, go to the above mentioned path and select and add JCam-main.exe
  8. Under Browse, select “JasminCam Software main” and click Options
    1. Select the option that uses the built in Intel GPU (should be “Power saving” most of the time)
    2. Click Save.
  9. Restart JasminCam

Common Errors

List of the most frequent error messages and how to handle them:

Event / Error MessageTroubleshooting Steps

This program can only be installed on versions of Windows designed for the following processor architectures: x64

User is possibly using a 32-bit System Type OS. 

  1. Confirm whether the System Type indicates a 32-bit configuration. Note that if the Windows version is 64-bit but the build is significantly old, it may display as 32-bit.
    1. In case it’s 64-bit, check Windows Updates.
  2. Verify if the hardware meets the minimum requirements for a 64-bit operating system
    1. If Yes – Advise them to install a 64-bit OS.
    2. If Not – Send them the corresponding Wiki guide and advise them to upgrade their Computer and install a 64-bit OS.
The Installer might be incompatible with the system you are using (warning)
Missing dependencies

User is trying to install JasminCam without Admin Privileges / Missing VC Redist component.

  1. Close the installer completely
  2. Right click on the Installer exe and choose “Run as administrator”

If the above doesn’t solve the issue or Error Message refers to VCRUNTIME dll file:

  1. Install VC Redist from here: https://aka.ms/vs/16/release/vc_redist.x64.exe
    1. More info: https://learn.microsoft.com/en-us/cpp/windows/latest-supported-vc-redist?view=msvc-170
  2. Check Intel Drivers manually or via Intel Driver Support & Assistant https://www.intel.com/content/www/us/en/support/detect.html
The execution cannot proceed VCRUNTIME140_1 dll was not found, reinstalling the program can fix the problem
CONCRT140.dll is missing
Unable to uninstall the previous version of DBS VirtualCam. Please remove it manually.
The app you’re trying to install isn’t a Microsoft-verified app

  1. Start menu → Settings.
  2. Apps & features
  3. Set “Anywhere” under Installing apps only from Microsoft Store helps protect your device.

Module manager could not be started. Reinstalling the application can solve this problem. If the problem persists after reinstalling, please contact support.

No Audio Output device present.

  1. Close JasminCam
  2. Connect a speaker or any audio output device
  3. Start JasminCam

Couldn’t go online! Your Video Statement was rejected, please click on Back and start the survey.

Video survey is missing. 

Connection error: Connection closed by the server.

Couldn’t go online! The server rejected your connection request.

Network error occurred! Please check the connection.

Probably connection related error. 

  1. If error is at “Go Online” → Check if performer is stuck online – (still happens sometimes)
  2. Check if there is a proper microphone device selected. Virtual sound devices may cause the server to reject the connection request.
  3. Check Speedtest – if it looks okay → Check Windows updates and drivers.
  4. Turn off VPN
  5. Bounce from Wifi to Wired
  6. Restart router

Oops, something went wrong. please restart JasminCam and try to go online again.

Pullback stream error (code: 209)

Generic error messages, they don’t narrow the issue down, so:

  1. Check connection
  2. Check if Tech. Requirements met
  3. Check Windows Updates
  4. Drivers
  5. Reinstall JasminCam (clear cache from %appdata% too)

Your connection has been closed for the following reason Network error. Connection closed by the server. xx/xx/xxxx, xx:xx:xx GMT+2(code: CLOSED_BY_NATIVE)

Network related issue

  1. Check Speedtest – if it looks okay → Check Windows updates and drivers.
  2. Turn off VPN
  3. Bounce from Wifi to Wired
  4. Restart router

Inappropriate Camera Quality

    • The purpose of the following policy is to ensure that Performers streaming on the site meet the high quality expectations of our Members, represent our business priorities, and uphold our brand image.

      Streams that do not reach the minimum requirements of their category either from an aesthetic or from a technical perspective, should be suspended with “Inappropriate camera quality” violation

        • Aesthetics:
          • Extremely dark or overly bright stream
          • Extremely small room
          • Damaged, dirty, messy room
        • Technical:
          • Low FPS, Heavy Lagging (under 20 FPS)
          • Pixelated image
          • No video feed
          • Distorted video feed
          • Flickering image
      • Evidence where the issue is visible must be included with the violation.
      • For the account activation Performers must prove the quality of the stream on a Camtest account.
    • Watermark / Effects
      • Turn off the Source in OBS
      • Turn off any third-party apps that might be affecting the video feed. 
      • All kind of watermarks are prohibited, especially Lovense pricetables, Lovense watermarks, DMCA logos, personal information
  • Audio Issues
      1. No audio – Common reasons:
        1. The device is incorrectly set in JasminCam (or in the Splitter software)
        2. Wrong device is selected in the OS (Windows – Control Panel – Sound – Recording) – Make sure that only one device is enabled, and set it as “default”.
        3. Record volume is set too low (In Control Panel/Sound/Recording right-click on the recording device and adjust in the Levels tab)
        4. Device is physically muted 
      2. Unintelligible audio – Common reasons:
        1. Internal – Microphone or the cable is low quality, incorrectly connected, faulty device/cable; extremely low internet connection speed
        2. External – Microphone is too far; Some external factor distorts the audio (Eg.: A fan is located too close to the recording device), background music is too loud
      3. Echoing audio – Common reasons:
        1. Playback is enabled causing the microphone pickup up the same sounds over and over again (In Control Panel/Sound/Recording right-click on the recording device and uncheck “Listen to this device” under Listen tab)
        2. Spacious but empty rooms with a sensitive setting could cause echoing as well. (In rare cases the performer might be using a condenser mic – if so, recommend changing to a dynamic mic instead)
      4. Delayed audio – Common reasons:
        1. High CPU load – turning unnecessary software, browser pages off could solve it
        2. Extremely low connection speed – Network troubleshooting is necessary
        3. Certain streaming software, splitters have more complex audio settings. If so, recommend to check the sound frequency settings. (44.1KHz is a safe default with crystal clear quality)
          1. In case the delay is consistent, and the performer is using some complex streaming software (Eg.: OBS, Streamlabs) you can recommend to try fixing with “Audio sync offset” (For example: If their audio is delayed by consistent 1 sec, settings “-1000ms” could fix it)
  • Feature Issues
    • Feature is not working / not working as intended → Reinstall JasminCam, check Windows Updates 
  • UI Issues
    • Can’t see chat messages / Text entry field beyond Monitor bounds → Check Windows Display Settings (Scale & Layout; Text Size)
    • Notification / Alerts not working → Check JasminCam settings → Check Windows Audio Mixer 
  • Splitter Issues:
    • Non-supported splitters: Snap Camera, Logi Capture, XCams, YY, SplitCam – they tend to cause lagging and pixelation issues
    • OBS:

      • OBS phone camera plugins to look out for

        OBS has some plugins, which enable using a smartphone’s camera for streaming, however, these camera devices are non-supported and are known for causing issues with JC5.

        Keep an eye out for the applications listed below when checking a Performer’s camera in MegaCams:
        -Camo/Camo Cam
        -Continuity Camera
        -DroidCam 
        -EpocCam/Elgato EpocCam
        -NDI HX Camera
        -VDO Camera/VDO Ninja

        No Virtual Camera available in OBS when Model wants to stream at 480p

        In certain cases, the Virtual Camera may not be visible in JasminCam, if the canvas is not correctly set for 480p streaming in the settings.

        When the Output (Scaled) Resolution (in File→ Settings → Video) is set to 854×480, the option is not visible in JasminCam.

        Be sure that the Output Resolution is set to 864×480 in these cases.

        Note: Virtual Camera may also be unavailable, if the FPS is not set to 30.

        No Virtual Camera available in OBS

          In case of a regular default install:

        File Explorer → C:\Program Files\obs-studio\data\obs-plugins\win-dshow →  virtualcam-install.bat → Run as Admin
        If the Virtual Camera needs to be removed first, run virtualcam-uninstall.bat instead, then do the steps above. 

        If you have installed OBS Studio to a different folder or you are using Portable Mode:

        1. right-click your OBS Studio shortcut and select Open File Location
        2. in File Explorer, right-click virtualcam-install.bat and select Run as Administrator
        No OBS Virtual Camera available in JasminCam

        In certain cases, the output for the Virtual Camera may be incorrectly set.

        If no other apps are interfering;

        1. Click on the gear icon next to “Start Virtual Camera”.
        2. Set Output Type to “Scene”.
        3. Set Output Selection to the active scene you would like to use.
        4. Click “OK”.

        MAC – Virtual Camera is not installed

        Privacy & Security – scroll down to Security part
        Because OBS needed extra permissions to what it already had, a button appeared called ‘Details‘ in that Security section. 
        By clicking on that ‘Details’ button you can see any apps that are blocked, which included OBS. Enabling OBS there then allowed the virtual camera to work as a webcam in Zoom. All up and running, and ready to broadcast!
        I restarted OBS but am not sure if I needed to.

        Lovense OBS Toolset

        In many cases, Performers use the official Lovense OBS Toolset for displaying their toy prices and other information, as well as creating customized overlays.

        However, these are not allowed on the site for our standard categories at all. You can ask the Performer to disable the Toolset in a few easy steps:

        1. Open OBS
        2. Find the Sources panel (it’s located in the bottom-left side of the window by default)
        3. In order for the Lovense OBS Toolset to be visible, it must be arranged to the top of the list among the Sources
        4. Either hide (with the small eye icon) or place the Toolset lower in the list to clear it from the stream
          You can also advise the Performers to delete it from the Sources completely.
        In case of stream quality decrease due to bitrate/bandwidthSettings → Advanced → Network → check the box next to the option that says “Dynamically change bitrate to manage congestion”
        This feature detects when your internet connection is limited, and will automatically reduce your bitrate to compensate rather than dropping frames. Once any congestion disappears, it will automatically raise your bitrate back to its original value.

Can’t select preferred Devices / Resolution 

  • HD(1280x720p)/FHD(1920x1080p) resolution is missing
  • JasminCam can’t find Camera / Microphone device

HD/FHD resolution is missing

The Full HD (1080p) requires the same hardware specifications as HD, for network speed 6.0 MBPS upload is required, if the JasminCam speedtest gets a value lower than this it will not allow the performer to go online with Full HD.

HD(1280x720p)/FHD(1920x1080p) resolution does not appear in the Video Quality list for any hardware encoding option

    1. Make sure that JasminCam speedtest is above the threshold (10mbps for 1080p)
  4. Reinstall JasminCam
  5. Check if maybe Incorrect driver is installed. Even though the Model claims they installed the latest version of the driver for their supported GPUs, it might be possible they got the wrong file. It is worth reviewing what they have installed exactly and when, with the help of DxDiag! This will require you to connect to their computers via TeamViewer.
    1. Open DxDiag via Start Menu
    2. Check both Display 1 and Display 2 tabs.
    3. If the Driver Model begins with WDDM or Date for the driver is at least more than 6 months old, it is possible it will not suffice.
    4. In such cases, based on the type of GPU, update the drivers again.
  6. In case the performer is using OBS studio, please check if the software is up to date. 
1280x720p resolution does not appear in the Video Quality list for Intel CPU hardware encoding
  1. Integrated or dedicated GPU is not under power. Plugging the screen’s HDMI or VGA cable into the necessary GPU’s port will ensure that it is under power.
  2. In case Intel CPU based hardware encoding is used, it is possible that Integrated GPU is turned off in BIOS. Enabling the integrated GPU in BIOS will solve the problem.
CPU is overloaded when Model has Intel CPU hardware encoding enabled
  1. Close all GPU heavy applications (other Streaming apps, Youtube, Video Editing Software, Games..)
  3. Reinstall JasminCam

 JasminCam can’t find Camera / Microphone device

  1. Close JasminCam completely
  2. Make sure no application is using the device (Splitters, Video editors… all closed)
  3. Replug the device to another USB slot (usually rear slots work best)
  4. Reinstall JasminCam
  5. Update Windows
  6. Download and install the device’s dedicated software (if any)
  7. Check if the device is missing a firmware update

Vibes Messenger

Vibes Messenger is available on both on iOS or Android operating systems.

Models should always download the latest version from the related app stores, via their own smartphone.

Known compatibility issues

Huawei devices

  • Some Huawei phones are not using Android OS (Harmony OS), they are not able to download from the Play Store. The app won’t be uploaded for the Huawei store named the App Gallery.
    In short, the app won’t be available for these devices.
  • Some latest Huawei devices might have Android OS, but they could still lack Google Play Store, thus the app will not be available on these devices as well!
  • Older Huawei phones might still be able to support the app, if the OS is up to date and the Google Play Store is available.
  • Always ask Models with such devices to check for the Google Play Store first. If it’s not there, then they can’t use the app on that phone.

Google Pixel devices

  • If used in portrait mode during video calls, these devices provide distorted, low quality feeds. (Still to be confirmed, but in landscape mode this issue might not be present)

Comparison of features and requirements.

 AndroidApple
OS

Minimum OS version is decided by App stores according to the feature set. If a device is not compatible the app cannot be installed (at the moment it should be Android 9.0 and iOS 14.0 minimum).

Having App Store (iOS) or Google Play Store (Android OS) on the device is also a requirement! Without the store the application cannot be downloaded and installed.

Technical requirements

The minimum upstream speed is 800kbps (According to SLS for HD 3200kbps)

Available features

Free chat

Member chat

Private chat

Video Call

Admin chat

Surprise emote

Interactive toy (Multitoy feature)

VIP show

Hot Deal

Speech to text

TWA (mobile-to-mobile and mobile-to-PC)
C2C (mobile-to-mobile and mobile-to-PC)

Free chat

Member chat

Private chat

Video Call

Admin chat

Surprise emote

Interactive toy (Multitoy feature)

VIP show

Hot Deal

Speech to text

TWA (mobile-to-mobile and mobile-to-PC)
C2C (mobile-to-mobile and mobile-to-PC)

Further notices

Portrait and landscape streaming are possible.

Background Blur is available on Android and iOS too.

No settings are available from Megacams, DO NOT change any slides.

Models CAN NOT TYPE, they can only talk to Members. (Model can type when they are taken to admin chat)

If Vibes Messenger runs in the background, the Video/Video recording option disappears from the Camera app. 

Translator

Member Messages (offline message) can be translated to the system language by long tapping on the message and selecting “translate”. 

Troubleshooting

If Models have any technical issue, in most cases the app will provide instructions on how to solve it. Should this not happen, the Models will receive an error message along with a prompt to contact Support.

Basic troubleshooting

  1. Ask the performer to restart the application a few times
  2. Clear app data. (To clear the data, press and hold the app icon -> app info -> storage -> clear data)
  3. Uninstall application
  4. Download and install the latest version from the device’s app store/official link
  5. Ensure all necessary app permissions are enabled in the device’s settings and automatic updates are on as well.

Specific issues and their troubleshooting

 MessageMeaning + To do

Vibes Messenger cannot be found on Google Play Store

If the device cannot find Vibes Messenger and Google Play store is available, the only restriction we know about is the age verification.

The following steps can help:

  • Make sure that the registered Google account the partner uses is set to be over 18.
  • Double check with the model that she has a credit / debit card registered (she does not have to spend any money with it, just registering is needed) which is the safest way to age verify her account.
  • If the model has a card registered, please double check that the card is active (it is not expired / suspended due to fraud etc.).

Permission required

Looks like we don’t have permission to use your camera or microphone. To start your live, please check your settings to grant permission.

The app needs permission to access the camera and microphone of the device.

Android

  1. Open the Settings app Settings app or pull down the status bar and tap on the settings icon.
  2. Tap Apps & notifications.
  3. Tap the app Vibes Messenger.
  4. Tap Permissions.
  5. Choose which permissions you want the app to have, Camera and Microphone.

iOS

  1. Scroll down the Settings screen beyond the Privacy menu to find individual app entries
  2. Tap on any app to access the permissions list
  3. Tap on an option or toggle switch is enough to grant permission for Camera and Microphone.

Failed to start live

Something went wrong while starting your live. Please contact our support team or try again later. 

initStreamLib – RuntimeException

Need to close the MC-Messenger from the “Recently used applications”, and restart it. 

After that, the application will start without any issue. 

 

Failed to start live

Something went wrong while starting your live. Please contact our support team or try again later.

Code 500 (Internal Server Error)

Start with troubleshooting (app reinstall).

Failed to start live

Please check your internet connection or try again from a different network.

Models receive this message if their phone has no internet connection.

Ask them to connect to WIFI or mobile net.

Failed to start live

There was a problem with authenticating your account. Please contact our support team or try again later.

Issue with the site.

Network problems

The network connection appears too unstable to go live. Please check your internet connection or try again from a different network.

Models receive this message when their upload speed is below the requirements (800 kbps)

Ask them to go closer to the router (restart it) or try moving to a location with better mobile net coverage.

(lightbulb)IOS devices – the Private Relay (beta) is turned on

Go to Settings => Apple ID, iCloud+, Media & Purchases (the top menu option) => iCloud => Private Relay

The Private relay should be turned off.

Failed to start live

Looks like you are already streaming from another device. Please go offline before starting another live.

Model is already online on another device.

Ask Model to go offline with his/her account before trying to log into the mobile app.

Reconnecting

There seems to be a network problem, we are trying to reconnect you

Internet connection was lost during live stream, the app is still open and is trying to reconnect.

Ask them to check whether they still have WIFI or mobile net connection. They should try to reconnect to it.

Failed to start live

Something went wrong while starting your live. Please contact our support team or try again later.

Websocket connection terminated with code 1011

Start with troubleshooting (app reinstall).

 

Connection was lost

Please check your internet connection or try going live again from a different network

The app closes because the internet connection is lost.

Ask them to reconnect to WIFI or mobile net.

Connection was lost

Something went wrong while broadcasting. Please contact our support team or try again later. Websocket connection terminated with code 1011

Start basic troubleshooting – reinstall the application.

Bluetooth availability

In order to be able to list devices, APPNAME needs you to enable Bluetooth.

Button1: Enable → activates bluetooth
Button2: Cancel → closes the dialogue

No search for devices

User attempts to turn toggle ON but previously chose the “Don’t allow and don’t ask again” option.

The user needs to enter the permission settings in their phone and enable it.

No device found

  • If no device is found the “No device found” message show.
  • If there’s an error during search the “There was a problem while searching for devices
Try to re-enable permissions and turn bluetooth on/off on the device.
 

Audio issue

  • No audio
  • Low volume

If the performer claims that the audio is not working properly, please request an audio message with a headseat from the Model.

 

 

Missed video call

  • No notification visible
  • Call not ringing out

The performer should log out entirely from Vibes Messenger. 

  • It is not enough to log out until the login screen is visible, make sure to select the “Change Account” option as well.
  • Performer should have to fully log in with username / password.

Video Call – Troubleshooting

Extra features

Picture-in-picture is available on Android for Video Call – when the model puts the ongoing VC in the background, she can still see the member in a miniature feed to continue doing other things on the phone, leaving the VC uninterrupted.

Interactive toy can now be used during Video Calls as well. 

Video call can be enabled in the Messages menu or from the Settings menu. 

  • Turning the feature on and off
    • Performer can turn feature on/off in the Vibes Messenger App only! Cannot be turned on in the desktop versions of Model Center or in the mobile browser.
    • Performer can set the Video Call to “ON” even when they are online on Livejasmin

(Members should be able to turn off their microphone/camera and they are also able to switch cameras.)

When a video call is missed by the model, the system checks if there are two or more other missed calls in a row in the last 24 hours. If yes, the video call availability is disabled for the performer.

Missed call = the call ringing times out (no other cases count as a missed call, e.g. if the call was unsuccessful because the model had another ongoing call)

  • When you filter Video Call those offline Models will appear on the top of the listpage who have the feature enabled in front of the other offline performers.”

Call price

  • Default price is Private chat + TWA + Cam2Cam. The Model is able to set the price for the feature (1.99; 2.99; 3.99; 4.99; 5.99; 6.99; 7.99; 8.99; 9.99; 10.99; 11.99; 12.99; 13.99; 14.99). The 0.98 price is not available at all, even for promo period Models.
  • Price can be changed in Browser, Model Center > Price and Privacy and can be set in Messenger App too.
  • This is a Level Dependent Income, Models receive the same share as for Privates

Troubleshooting

  1. Gather information

    1. What is the issue exactly? (not loading at all, image/audio stuck, connection/feed was bad etc.)
    2. Was there any error message?
    3. Did the feature work properly previously?
    4. Is the issue present for multiple Models or just one?
    5. Did the Model log in with their own account’s e-mail address?
      • Ask the Model to provide the e-mail address they are using to log into Model Center.
    6. What OS are they using (with accurate version)?
      1. Is the OS up to date?
    7. Are they using browser?
      1. Which app, which version?
      2. Did they use private browsing?
      3. Did they clear browsing history and cookies?
      4. Is the browser up to date or is there any update available?
    8. Are they using Vibes Messenger app?
      1. Is it up to date?
    9. What type internet connection are they using? (Wifi or mobile data (3G, 4G etc.)?

  2. Basic troubleshooting steps

Vibes MessengerModel Center in mobile browser
  • Make sure the device is charged properly
  • Ensure that the app and OS used are compatible and up to date
    • To check OS version:
      • On Andriod, go to Settings > About phone > Software information > Android version
      • On iOS, go to Settings > General > About > Version
    • Reinstall application
  • Ensure that camera and microphone are enabled for the application
    • On iOS:
      • For Vibes Messenger app, go to Settings > Vibes Messenger > Allow Vibes Messenger to access
    • On Android
      • For both the app and supported browsers, go to Settings > Apps > Click the three dots in the upper right corner > App permissions > Camera and Microphone can be set separately here for each application
  • Make sure that the Model is logged directly into their Model Account and not via the Studio Account / Studio Center
  • Check connection
    • In case Model is using wifi, restart the wifi and the modem/router as well.
    • In case Model is using mobile data, turn it off and on, ensure that there is proper cellular reception.
  • Close all other apps that use internet connection and the camera/microphone. They might be overloading the device
  • Make sure there is only one VideoCall compatible application installed on the device
  • Make sure the model is logged in only on one device.
  • Restart the device

Audio issues:

  • In case the Members can’t hear the Model during Video Call, the following steps should be done:
  • Check if microphone is working in other apps (e.g. record a voice message in WhatsApp or record a video and replay it in the phone’s own recording app): if no voice then root cause is independent from our apps
  • Restart phone: after restart recheck microphone in other apps again, if issue is solved then bug was caused by device issues, and retest in MCM can be attempted again
  • Uninstall application
  • Download and install the latest version from the device’s app store/official link
  • Ensure all necessary app permissions are enabled in the device’s settings and automatic updates are on as well.
  • Make sure the device is charged properly
  • Ensure that the apps and OS used are compatible and up to date
    • To check OS version:
      • On Andriod, go to Settings > About phone > Software information > Android version
      • On iOS, go to Settings > General > About > Version
  • Ensure that camera and microphone are enabled for the browser/application
    • On iOS:
      • For Safari, go to Settings > Safari > Camera & Microphone Access
    • On Android
      • For both the app and supported browsers, go to Settings > Apps > Click the three dots in the upper right corner > App permissions > Camera and Microphone can be set separately here for each application
  • Clear browsing history and cookies
    • Chrome, Android: Click on 3 dots on the upper right, select History, click on “Delete browsing history” on top, set “From the beginning of time”, select all the boxes you want to clear, click on “Delete data”
    • Firefox. Android: Click on 3 dots on the upper right, select History, click on “Delete browsing history” at the bottom, click on “Ok”
    • Stock browser (Internet), Android: Click on 3 dots on the upper right, select Settings, click on Privacy, click on “Delete browsing history”, select all the boxes you want to clear, click on “Delete”
    • Safari, iOS: Click on the Book icon at the bottom, click on “Clear” at the bottom, then select time frame: “All time”.
  • Make sure that the Model is logged directly into their Model Account and not via the Studio Account / Studio Center
  • Restart modem / router before using the site
  • Close all other apps that use internet connection and the camera/microphone. They might overload the device
  • Make sure there is only one VideoCall compatible application is installed on the device
  • Make sure the model/influencer is logged in only in one device.
  • Check connection
    • In case Model is using wifi, restart the wifi and the modem/router as well.
    • In case Model is using mobile data, turn it off and on, ensure that there is proper cellular reception.
  • Restart the device

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