Pt's camera working for still shot but not the video

When I start the call with the pt, her profile picture shows up (the one taken at the beginning of the call) but her video will not work. She can see and hear me, but I cannot see her video. This is an established pt and this has never happened before. We have both rebooted, but the problem persists. Have not had another pt yet, so I don’t know if the problem is on my end. Suggestions?