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S
Newcomer
sil111
Newcomer
November 20, 2023
Question

Zoom randomly crash

  • November 20, 2023
  • 4 replies
  • 7 views

My Zoom crashes randomly and I have no idea about that. Reinstall Zoom and update my GPU driver does not fix the problem.

I didn't find a way to upload files here so I uploaded full crfash logs to Google Drive.

https://drive.google.com/drive/folders/1VE1M8iTcFpdMEy4x9IvHd0ERgSfLm6mb?usp=sharing

 

Also here's one of the log:

<?xml version="1.0" encoding="UTF-8"?>
<CrashRpt version="1403">
    <CrashGUID>2b1d6034-f2e3-431a-a05e-b3597b6b3d71</CrashGUID>
    <AppName>Zoom.us</AppName>
    <AppVersion>5.16.5.24296</AppVersion>
    <ImageName>Zoom.exe</ImageName>
    <OperatingSystem>Windows 10 Pro Build 19045</OperatingSystem>
    <DispalyDevice>NVIDIA GeForce RTX 3060 Ti||NVIDIA GeForce RTX 3060 Ti</DispalyDevice>
    <CPU>12th Gen Intel(R) Core(TM) i5-12600K</CPU>
    <CPUUsage>3.162245</CPUUsage>
    <OSIs64Bit>1</OSIs64Bit>
    <GeoLocation>zh-hk</GeoLocation>
    <SystemTimeUTC>2023-11-19T15:39:19Z</SystemTimeUTC>
    <ExceptionType>13</ExceptionType>
    <GUIResourceCount>3671</GUIResourceCount>
    <OpenHandleCount>2492</OpenHandleCount>
    <MemoryUsageKbytes>357652</MemoryUsageKbytes>
    <MemoryLoad>48</MemoryLoad>
    <TotalPhysicalMemory>32526</TotalPhysicalMemory>
    <AvailablePhysicalMemory>16676</AvailablePhysicalMemory>
    <TotalPageFile>41230</TotalPageFile>
    <AvailablePageFile>15372</AvailablePageFile>
    <TotalVirtualMemory>134217728</TotalVirtualMemory>
    <AvailableVirtualMemory>132116308</AvailableVirtualMemory>
    <GPUInfo>OrayIddDriver Device##17.1.58.818</GPUInfo>
    <GPUInfo>NVIDIA GeForce RTX 3060 Ti##31.0.15.4592</GPUInfo>
    <GPUInfo>RayLink Virtual Display Adapter##1.0.2.0</GPUInfo>
    <CustomProps>
        <Prop name="App Start Time" value="20231119_102843"/>
        <Prop name="VideoLaunchReason" value="2"/>
    </CustomProps>
    <FileList>
        <FileItem name="crashrpt.xml" description="Crash Description XML"/>
        <FileItem name="ssbcrash_hang_5.16.5.24296_NA_NA_11192023_103919_Zoom.exe_28040_unknown_NA_NA.dmp" description="Crash Minidump"/>
    </FileList>
</CrashRpt>

 

 

4 replies

S
Newcomer
SRILarry
Newcomer
November 24, 2023

I am getting this same exact crash issue. The value on "VideoLaunchReason" changes. It is extremely frustrating as it can happen up to 30 times a day!!

<?xml version="1.0" encoding="UTF-8"?>
<CrashRpt version="1403">
<CrashGUID>c1f672cf-b07a-42a9-aa3d-19788f676121</CrashGUID>
<AppName>Zoom.us</AppName>
<AppVersion>5.16.10.26186</AppVersion>
<ImageName>Zoom.exe</ImageName>
<OperatingSystem>Windows 10 Pro Build 19045</OperatingSystem>
<DispalyDevice>NVIDIA GeForce RTX 2070 SUPER||NVIDIA GeForce RTX 2070 SUPER||NVIDIA GeForce RTX 2070 SUPER||NVIDIA GeForce RTX 2070 SUPER</DispalyDevice>
<CPU>AMD Ryzen 7 3700X 8-Core Processor </CPU>
<CPUUsage>1.762601</CPUUsage>
<OSIs64Bit>1</OSIs64Bit>
<GeoLocation>en-us</GeoLocation>
<SystemTimeUTC>2023-11-24T19:22:49Z</SystemTimeUTC>
<ExceptionType>13</ExceptionType>
<GUIResourceCount>3964</GUIResourceCount>
<OpenHandleCount>2488</OpenHandleCount>
<MemoryUsageKbytes>481324</MemoryUsageKbytes>
<MemoryLoad>23</MemoryLoad>
<TotalPhysicalMemory>32686</TotalPhysicalMemory>
<AvailablePhysicalMemory>25118</AvailablePhysicalMemory>
<TotalPageFile>37550</TotalPageFile>
<AvailablePageFile>24191</AvailablePageFile>
<TotalVirtualMemory>134217728</TotalVirtualMemory>
<AvailableVirtualMemory>132116304</AvailableVirtualMemory>
<GPUInfo>NVIDIA GeForce RTX 2070 SUPER##31.0.15.4601</GPUInfo>
<CustomProps>
<Prop name="App Start Time" value="20231124_131819"/>
<Prop name="VideoLaunchReason" value="4"/>
</CustomProps>
<FileList>
<FileItem name="crashrpt.xml" description="Crash Description XML"/>
<FileItem name="ssbcrash_hang_5.16.10.26186_NA_NA_11242023_132249_Zoom.exe_688_unknown_NA_NA.dmp" description="Crash Minidump"/>
</FileList>
</CrashRpt>

    J
    Newcomer
    Juanca2189_2
    Newcomer
    May 5, 2025

    i also have the same issue!

    this is what it says on the crash report and i dont know why?:

    <?xml version="1.0" encoding="UTF-8"?>
    <CrashRpt version="1403">
        <CrashGUID>f3511a0f-df6f-49d1-bcc7-be7991d27fcb</CrashGUID>
        <AppName>Zoom.us</AppName>
        <AppVersion>6.3.11.60501</AppVersion>
        <ImageName>Zoom.exe</ImageName>
        <OperatingSystem>Windows 10 Home Single Language Build 19045</OperatingSystem>
        <DispalyDevice>Intel(R) UHD Graphics</DispalyDevice>
        <CPU>Intel(R) Core(TM) i3-1005G1 CPU @ 1.20GHz</CPU>
        <CPUUsage>1000.000000</CPUUsage>
        <OSIs64Bit>1</OSIs64Bit>
        <GeoLocation>es-co</GeoLocation>
        <SystemTimeUTC>2025-05-05T05:45:17Z</SystemTimeUTC>
        <ExceptionType>13</ExceptionType>
        <GUIResourceCount>681</GUIResourceCount>
        <OpenHandleCount>1230</OpenHandleCount>
        <MemoryUsageKbytes>35584</MemoryUsageKbytes>
        <MemoryLoad>67</MemoryLoad>
        <TotalPhysicalMemory>7935</TotalPhysicalMemory>
        <AvailablePhysicalMemory>2599</AvailablePhysicalMemory>
        <TotalPageFile>14857</TotalPageFile>
        <AvailablePageFile>6711</AvailablePageFile>
        <TotalVirtualMemory>134217728</TotalVirtualMemory>
        <AvailableVirtualMemory>132116361</AvailableVirtualMemory>
        <GPUInfo>Intel(R) UHD Graphics##27.20.100.9664</GPUInfo>
        <CustomProps>
            <Prop name="App Start Time" value="20250501_203146"/>
            <Prop name="buildtypename" value="ZOON_NO_DEBUG"/>
            <Prop name="dumptypename" value="E_DUMP_MINI"/>
        </CustomProps>
        <FileList>
            <FileItem name="crashrpt.xml" description="Crash Description XML"/>
            <FileItem name="ssbcrash_hang_6.3.11.60501_NA_NA_05052025_004517_Zoom.exe_14560_unknown_NA_NA.dmp" description="Crash Minidump"/>
        </FileList>
    </CrashRpt>
    MGSR
    Community Manager
    MGSR
    Community Manager
    May 14, 2025

    Hello there,

    Welcome to the Zoom Community! We're glad to have you here.

    Please update your Zoom app to the latest version (6.4.6), which includes fixes for known crashing issues.

    Let us know if this resolves the problem or if you need any further assistance.

    I
    Newcomer
    instructor6
    Newcomer
    December 16, 2025

    Zoom version 6.4.6 apparently did not fix the problem.

    I have the same issue when using Zoom app version 6.6.6. 

    MGSR
    Community Manager
    MGSR
    Community Manager
    December 18, 2025

    Hello @instructor6!

    I'm sorry updating the app did not solve your concern. 

    Kindly submit a ticket to our technical support team for further assistance. 

    Kindly include your Zoom app version, device, OS version, and logs in the ticket to help with troubleshooting. 

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