This issue might be caused by having an older YouTube account.

One side effect of Google merging its system with YouTube was that it transitioned from account names to email addresses a few years ago. Some users consequently have accounts with multiple logins, all of which Google accepts through its website.

However, the YouTube interface used in our software only accepts the newer-style email address logins instead of the account names for some user accounts. We are currently in the process of updating the software to accommodate both types of login.

If you’re logging in with a username and password combination, please try using your YouTube email address (and the same password) instead.

You can check the registered account details by going to your YouTube account page and clicking on Advanced. It should say ‘Signed in as’ in the Account Information area. If it gives your email address after the text ‘Signed in as’, then you may need to use your email address to upload through the HUE software – even if the YouTube website accepts either your account name or email address.

If this advice doesn’t help please contact us (with screenshots or photographs if possible). However, please do not share your YouTube/Yahoo login password. We do not require these details to assist.

If you need to upload your video immediately, you can upload it manually as a temporary workaround. Save the video file by clicking on the ‘save the video to my computer‘ button in the Playback tab (HUE Intuition) or export it to your desktop using HUE Animation. This creates a compressed video file from the larger raw footage that is generated immediately after recording.

Longer videos can take minutes to be converted so you would need to press the button and then wait for the video compression to be completed before closing the application. You will know that the compression is still in progress because you will not be able to switch tabs or click anything else within the software.

Once you have saved your video, you can upload it to YouTube via the website upload page.

Please open System Preferences on your Mac and go into the Security & Privacy pane (renamed Privacy & Security in macOS Ventura and later).

The Privacy settings will have options to block or allow applications to access your Camera and Microphone. Please ensure that the HUE software you want to use has permission to access both the camera and the microphone; this should unlock the video and audio features in the software.

For more help, please see this separate FAQ on locating the Privacy settings in macOS.

If the software is missing from the list, removing it and then reinstalling it to the Applications folder should cause macOS to detect it properly. Please contact us if you are having any additional trouble.

Some non-Apple antivirus and security applications also block camera connections by default. Checking your security software settings should help with most connectivity problems.

On some systems, using a Microsoft OneDrive folder for your Workspace (HUE Animation) or default save/temporary video location (HUE Intution) can have unpredictable results. For the best performance we recommend using a local drive on your computer and copying files to your OneDrive as part of your backup routine.

You can change your default save locations using these instructions for HUE Animation, or in the Settings tab for HUE Intuition.

If you notice a whistling noise in the background of your recordings in HUE Intuition and other apps, you may need to adjust your Windows sound settings to optimize them for your microphone.

If you open your Windows Control Panel and select Sound, then the Recording tab, you will be able to select the Properties of your USB microphone. The Advanced tab will allow you to adjust the default format for microphone recordings. Adjusting this setting should allow you to eliminate any background sounds. If you are hearing a whistling sound, choosing Radio quality/Tape recorder from the dropdown menu should eliminate the problem.

The same steps apply when using any other USB microphones which exhibit a similar problem.

An update to Windows 10 released in April 2018 added new Privacy options to the computer’s system Settings. If these are configured incorrectly it is possible that they will block any applications from accessing cameras. Both internal webcams and USB cameras such as HUE are affected by these settings. If you updated from an earlier version of Windows 10, you may have been asked to choose your settings immediately after the update was installed. It is important that these settings allow camera and microphone access, otherwise the software will be unable to connect to the camera and microphone.

If you want to unblock the camera, press the Start button and open the Settings screen, or alternatively press Windows Key + I. You will see an option called Privacy in the list.

There will be sections on this page for your Camera and Microphone settings. Please ensure that the applications you want to use with your HUE have full access to both the camera and the microphone.

You may need to switch on the option to Allow apps to access your camera before the individual applications appear in the list.

For Microsoft’s help page about the new camera settings, please click here. You can learn more about their privacy settings in this Microsoft FAQ. This information also applies to Windows 11.

Another common cause of video not appearing in this way is third party security software. This separate FAQ includes advice if you believe that this may be the problem.

HUE Intuition 2.0 includes many new bug fixes, as well as saving your settings when the software is closed. There have also been major changes to our software activation system.

HUE Intuition 2.0 no longer requires you to enter the activation code during installation. Instead, the software can be registered online through our website.

Please note that HUE Intuition is not freeware and a license is required for software support, which will not be available unless your license details are provided. A single HUE Intuition license is included with every purchase of the HUE HD Pro camera.

HUE Intuition licenses can also be purchased from the HUE shop.

Please see our updated user guide which reflects the changes in the new version of HUE Intuition.

This issue might be caused by having an older YouTube account.

One side effect of Google merging its system with YouTube was that it transitioned from account names to email addresses a few years ago. Some users consequently have accounts with multiple logins, all of which Google accepts through its website.

However, the YouTube interface used in our software only accepts the newer-style email address logins instead of the account names for some user accounts. We are currently in the process of updating the software to accommodate both types of login.

If you’re logging in with a username and password combination, please try using your YouTube email address (and the same password) instead.

You can check the registered account details by going to your YouTube account page and clicking on Advanced. It should say ‘Signed in as’ in the Account Information area. If it gives your email address after the text ‘Signed in as’, then you may need to use your email address to upload through the HUE software – even if the YouTube website accepts either your account name or email address.

If this advice doesn’t help please contact us (with screenshots or photographs if possible). However, please do not share your YouTube/Yahoo login password. We do not require these details to assist.

If you need to upload your video immediately, you can upload it manually as a temporary workaround. Save the video file by clicking on the ‘save the video to my computer‘ button in the Playback tab (HUE Intuition) or export it to your desktop using HUE Animation. This creates a compressed video file from the larger raw footage that is generated immediately after recording.

Longer videos can take minutes to be converted so you would need to press the button and then wait for the video compression to be completed before closing the application. You will know that the compression is still in progress because you will not be able to switch tabs or click anything else within the software.

Once you have saved your video, you can upload it to YouTube via the website upload page.

The back page of the booklet included with the HUE HD Pro camera includes your unique HUE Intuition activation code, which can be used to register your software for support and updates, and to activate older versions of HUE Intuition. HUE Intuition is not freeware, and support is only available for customers who own a license to use the software.

Please keep a record of your code or register it online in case you need technical support with your software.

The Hide Intuition button is designed for monitoring your computer’s surroundings when you are not present. It is currently only included in the Windows version of HUE Intuition.

When Hide Intuition is selected and you start recording in Image Capture mode, the app will carry on taking pictures in the background and saving them in your chosen save location without any sign that the software is open.

On some setups, it can be difficult to restore the HUE screen if you decide to end your automated image capture early. You can terminate the capture manually by going to Task Manager (CTRL+Alt+Delete then click Task Manager) and selecting the Details tab. If you end the task called HUE Camera Manager, you will be able to reopen HUE Intuition again normally. This will not delete the images that you already captured.

The HUE Intuition software is designed for Windows and macOS. Please check this page if you need help using your HUE HD Pro camera with your Chrome OS device.

HUE Intuition 2.0 includes many new bug fixes, as well as saving your settings when the software is closed. There have also been major changes to our software activation system.

HUE Intuition 2.0 no longer requires you to enter the activation code during installation. Instead, the software can be registered online through our website.

Please note that HUE Intuition is not freeware and a license is required for software support, which will not be available unless your license details are provided. A single HUE Intuition license is included with every purchase of the HUE HD Pro camera.

HUE Intuition licenses can also be purchased from the HUE shop.

Please see our updated user guide which reflects the changes in the new version of HUE Intuition.