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Newcomer
SRoman
Newcomer
December 31, 2022
Solved

Video Scrambling

  • December 31, 2022
  • 12 replies
  • 9 views

I recently updated your program on my laptop.  Since then the video starts scrambling across the top of my head the videos of the others in the meeting and it is in black and white.  Once it starts it will not stop.  I have deleted your program from the laptop and reinstalled, but it keeps doing the same thing.  It also happens to others on their laptop that meet in the same meeting.

 

I hope you can find the reason or a solution.  My computer is around 6 years old, but I recently also had a system update as well.  I have a Toshiba running on Windows 10.

 

Thank you.

      Best answer by Marknorm

      I fixed it myself. After a week trying things I went to "video settings", then "advanced" and finally unchecked the video noise cancelling box.

      12 replies

      M
      Newcomer
      Marknorm
      Newcomer
      December 31, 2022

      I'm having the same issue.  Nobody on the Internet or here on Zoom has offered a fix.  I'm worried it's very isolated. Plus I will cancel my subscription before I upgrade it to have phone support.  

      M
      Newcomer
      Marknorm
      Newcomer
      December 31, 2022

      I have a Lenovo A457 that is four years old.  It's been constantly updated so that's not the issue.  Other than Zoom has not tested compatibility.  I can use Google Meets for my personal meetings but not supporting Zoom on my system is not a good thing.  Please help.

      E
      Newcomer
      egustafson7
      Newcomer
      January 5, 2023

      Have you been able to find a solution for this issue?

      S
      Newcomer
      SRomanAuthor
      Newcomer
      January 7, 2023

      No solution has been offered.  I am trying it out again today as my computer had an update.  So far it is working ok.  

      M
      Newcomer
      MarknormAnswer
      Newcomer
      January 7, 2023

      I fixed it myself. After a week trying things I went to "video settings", then "advanced" and finally unchecked the video noise cancelling box.

        S
        Newcomer
        scramble
        Newcomer
        January 8, 2023

        I have exactly the same issue on two windows 10 laptops immediately after I updated to Zoom version 5.13.3 . I managed to find an earlier version in my downloads folder version 5.12.2 and re installed that then unchecked the auto update box found in general settings. Solid as a rock. Zoom really needs to sort this please.

        M
        Newcomer
        Marknorm
        Newcomer
        January 8, 2023

        I tried to go back to an earlier version of zoom and was unsuccessful.  I'll never click yes to an update again.  Zoom most likely didnt find this problem during testing. One positive I came out of this was to have and learn abackup program (Google Meet). It's hard for me to understand why Zoom doesn't provide phone support for base level paying customerswhen I have it free with my Vizio TV.

        E
        Newcomer
        ek2000
        Newcomer
        January 10, 2023

        Thank you - I was looking for a solution to this and this finally resolved it! For reference. I have a MacBook Air 2019.

        B
        Newcomer
        burbackm
        Newcomer
        January 11, 2023

        Having same problem. Disabling de-noise video optimization fixed it.

        S
        Newcomer
        SharpOne
        Newcomer
        January 13, 2023

        Found this in another thread, it worked for me ....

        Currently installing an older version of Zoom is the only way to fix it, below an official link for the latest version on 5.12.x for macOS. You'll need to uninstall your current version with Zoom open via the menubar. Make sure to avoid any update prompts until a fixed version has been installed.


        Zoom Client 5.12.9 [macOS]

        https://zoom.us/client/5.12.9.13190/Zoom.pkg


        Windows :

        5.12.9 64-bit:

        https://cdn.zoom.us/prod/5.12.9.10650/ZoomInstaller.exe?archType=x64

        5.12.9 32-bit:

        https://cdn.zoom.us/prod/5.12.9.10650/ZoomInstaller.exe


        Remember that it's generally not recommended to install an older version of Zoom so this is only a solution until the 5.13+ branch gets fixed.

        CarlaA
        Community Manager
        CarlaA
        Community Manager
        January 13, 2023

        Hi everyone, thank you all for your contributions in this thread!

         

        Our Engineers have reproduced the issue and found a solution that will be implemented in the 5.13.5 version which will be released in the coming days.

        While waiting for a fix, we have these work arounds that can resolve the issue for the time being as some have suggested in this thread:


         
        Work Around 1 - Disabling video de-noise in the advanced video settings can avoid the issue.

        On your Zoom App, Go to > Settings ( By clicking on the Upper right hand corner 'gear icon')
         
        Select ‘Video’ > Advanced > Uncheck  ‘Optimize quality of the video | send with de-noise
         
         
        Work Around 2 - Roll back to Previous Zoom Version 5.12.9 (Downgrading to 5.12.9 fixes the issue)
         
        Roll back and re-install instructions for Windows
         
        First uninstall the current Zoom version (Windows)
         
        The following steps should help get the old installation cleared, and get Zoom reinstalled and working for you.
         
        Could you please run the CleanZoom application, and then restart your computer when it's finished?
         
        Once done restarting please visit this link  

        EXE 64-bit:
        https://zoom.us/client/5.12.9.10650/ZoomInstaller.exe?archType=x64 this will automatically download the previous version for you.
         
        Roll back and re-install instructions for MAC
         
        Click on the Zoom Icon at the dock while you have the Zoom Client running.


        On the upper left you will see zoom.us, click on Uninstall


        Once Zoom is completely uninstalled,  visit this link below to roll back to the previous version.
         
        For Intel Processors
        PKG: https://zoom.us/client/5.12.9.13190/Zoom.pkg
        M1 Processor version:
        https://zoom.us/client/5.12.9.13190/Zoom.pkg?archType=arm64

         

         

        I hope this helps! Thank you for your patience. 

        Carla,
        Zoom Community Team

        D
        Newcomer
        Debraliebe
        Newcomer
        January 26, 2023

        Good news, I found another way into zoom, found the gear icon and and have unticked as you said, thanks again for all your help and hopefully my zoom video will be perfect again. 

        F
        Newcomer
        FredByus
        Newcomer
        January 26, 2023

        I am trying this solution on both my Windows 10 and Windows 11 Laptops.

         

        CarlaA
        Community Manager
        CarlaA
        Community Manager
        January 27, 2023

        Hi @FredByus , 

        Please let me know if uninstalling/rebooting/reinstalling works. The new release is 5.13.5 which should fix the issue.  If it does not, please update me!

         

        Here is how: 

        1. Completely uninstall Zoom

        2. Reboot your device (very important)

        3. Reinstall

         

        Thank you,

        Carla,
        Zoom Community Team

        J
        Newcomer
        Jozee
        Newcomer
        February 6, 2023

        Same issue here. Tried different cams but not successful. Is it a Zoom problem? Lenovo laptop and Logitech webcam. What will be the solution please?

        M
        Newcomer
        Marknorm
        Newcomer
        February 6, 2023

        Zoom has acknowledged the problem and promises a fix on a future client release.  In the mean time go to video settings, advanced settings and then uncheck the box at the top. The feature you are disabling is new and creating the issue of scrambling.  It's named video canceling or some like that.

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