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Newcomer
October 5, 2021
Solved

Zoom crashes

  • October 5, 2021
  • 1 reply
  • 3 views

Hi

I've just bought a brand new Samsung Galaxy Book and downloaded the Zoom app. But everytime I have joined a Zoom meeting it crashes. The meeting is with 2-4 participants including the host. It usually works for a couple of minutes before it freezes. On my screen the other freezes but my picture is still in motion, but I can hear them saying "Are you there? Where did Noah go?" I try logging on again, but same thing happens, it crashes after a little while. Then I log on from my Chromebook, which is older and it works. But I bought the new computer to have better Zoom experience. 

I use a cabled ethernet-connection.

I have tried to re-download and re-install the Zoom app.

Any suggestions would be much appreciated.

Thanks

    Best answer by Rupert

    Hi @noahg 

     

    Do you ever get any specific error message?

     

    Does Zoom ever become unresponsive to controls, or is just the video that freezes?

     

    Is your news Galaxy Book fully up to date with Windows and driver updates - and any updates from Samsung?

     

    Can you try installing the 64-bit version of Zoom?

    https://zoom.us/client/5.8.0.1324/ZoomInstaller.exe?archType=x64

     

    Does the problem occur both when on battery, or when plugged in to power?

     

    If you keep your Video (camera) OFF, does that change the behavior?

     

     

    1 reply

    Rupert
    Community Champion | Customer
    RupertAnswer
    Community Champion | Customer
    October 5, 2021

    Hi @noahg 

     

    Do you ever get any specific error message?

     

    Does Zoom ever become unresponsive to controls, or is just the video that freezes?

     

    Is your news Galaxy Book fully up to date with Windows and driver updates - and any updates from Samsung?

     

    Can you try installing the 64-bit version of Zoom?

    https://zoom.us/client/5.8.0.1324/ZoomInstaller.exe?archType=x64

     

    Does the problem occur both when on battery, or when plugged in to power?

     

    If you keep your Video (camera) OFF, does that change the behavior?

     

     

    noahgAuthor
    Newcomer
    October 5, 2021

    Hi @Rupert
    Thanks a lot for your suggestions. I will try to see if that fixes the issue.