Our organization has several new laptops (Lenovo P1 Gen 5) with the AMD Radeon™ 780M graphics chip that are running into a BSOD when using virtual backgrounds in Zoom Workplace. This is across multiple users and computers, and all available drivers have been updated to their latest versions on all devices with no change in behavior. Our current version of Windows is 23H2, but we are upgrading soon to 24H2. Steps to reproduce (so far):Connect device to a docking station of some kind. If not docked, issue does not occur.Connect external camera to device.Does not matter if through docking station or a USB port on the laptop.Occurs across multiple models of external cameras.Issue does not occur with integrated camera.Open Zoom Workplace version 6.4.3 (latest version)Open settings or a new meeting with the external camera enabledExternal camera must be selected as active cameraIssue still occurs with hardware acceleration disabled/difference video rendering methods.Attempt to change/use virtual background.Issue still occurs if a virtual background was already selected for use before zoom is opened.Zoom will freeze completely, then eventually the computer will BSOD with the error code VIDEO_SCHEDULER_INTERNAL_ERRORThis is the error every time, it does not changeEven if Zoom is force quite immediately after the freeze through task manager, the BSOD will still happen.After hours of troubleshooting we have not found a fix. This is largely disruptive to us, as some of our users train others on how to use Zoom and currently cannot show them how to use virtual backgrounds because the software is causing their computer to crash. Microsoft Teams does not have this issue.

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Zoom Virtual Backgrounds Causing BSOD on Windows

Forum|Forum|10 months ago
April 4, 2025
11 replies
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Our organization has several new laptops (Lenovo P1 Gen 5) with the AMD Radeon™ 780M graphics chip that are running into a BSOD when using virtual backgrounds in Zoom Workplace. This is across multiple users and computers, and all available drivers have been updated to their latest versions on all devices with no change in behavior. Our current version of Windows is 23H2, but we are upgrading soon to 24H2.

Steps to reproduce (so far):

Connect device to a docking station of some kind. If not docked, issue does not occur.
Connect external camera to device.
- Does not matter if through docking station or a USB port on the laptop.
- Occurs across multiple models of external cameras.
- Issue does not occur with integrated camera.
Open Zoom Workplace version 6.4.3 (latest version)
Open settings or a new meeting with the external camera enabled
- External camera must be selected as active camera
- Issue still occurs with hardware acceleration disabled/difference video rendering methods.
Attempt to change/use virtual background.
- Issue still occurs if a virtual background was already selected for use before zoom is opened.
Zoom will freeze completely, then eventually the computer will BSOD with the error code VIDEO_SCHEDULER_INTERNAL_ERROR
- This is the error every time, it does not change
- Even if Zoom is force quite immediately after the freeze through task manager, the BSOD will still happen.

After hours of troubleshooting we have not found a fix. This is largely disruptive to us, as some of our users train others on how to use Zoom and currently cannot show them how to use virtual backgrounds because the software is causing their computer to crash.

Microsoft Teams does not have this issue.

Video

Best answer by KaneZhu

Hello Community Members!

Thank you for reporting this issue. The engineers have found a possible cause and will fix it in the upcoming 6.4.5 release, which will be available this week. Please try the new version to see if it resolves the issue.

In the meantime, you can try the temporary solution of disabling hardware acceleration for VB and restarting Zoom to see if it helps.