If the volunteer or company representative tells you that you have backgrounded the app, it means that you have accidentally exited the Be My Eyes app while on the call, and it is now running in the background of your phone. Unfortunately, the volunteer or company representative loses the connection to your camera feed, and their screen will be black. Luckily the solution is simple - just navigate back to the Be My Eyes app, and they will regain the connection to your camera feed. There is no need to end the call and make a new one.