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Participant videos freezing

CN
Listener

I have used Zoom for over 19 months with no issue. Suddenly, in the last 3 weeks, my clients videos are freezing, I can hear them but can't see them. They can see and hear me. I have tested the internet connection speed and have done the check from multiple locations. I have a feeling this started after my last software update. Anyone else experiencing the same? BTW this is happening with multiple groups of clients. 

 

Thanks!

1 ACCEPTED SOLUTION

VA
Zoom Moderator
Zoom Moderator

Hi @CN Please try adjusting the video settings in Zoom Client -> Settings -> Video -> Advanced -> Uncheck Receiving Video in the section (Use hardware acceleration for), and see if this solves the issue. 

video freeze.png


Virginia (she/her/hers)
Zoom Community Team

View solution in original post

62 REPLIES 62

Kiaatstc
Listener

Thank you for the tip.  I will try it today.  Fingers, toes, and eyes crossed.  

anneb
Listener

Exactly the same thing here, both on my HP desktop and my HP laptop.  I can briefly unfreeze the other client's videos by changing from gallery view to speaker view, or back again.  I will  try this solution and post again with results.

VictoriaLF
Listener

Yes! Finally! This very thing is happening to me! Is there a fix???

 

See above for fix - follow the step and it works for groups and individuals

 

VictoriaLF
Listener

You would think that with so many folks having this very same issue that Zoom would fix it!!! Come on Zoom, I am paying good money! 

 

if you are paying good money, zoom offers you support, i'm fairly certain.  i have the free set-up, so i get no help, except for here.

 

if you are paying good money, Zoom should offer you support. They do not offer support for free people.

karen1
Listener

Hi i have followed the instructions for the fix. It is better in that it is not constantly freezing, with me having to unfreeze throughout the meeting. However it will now pause audio and video it will start again on its own but there is then a delay and miss some of what is said.  Any advice for this please

Jamie7
Listener

Exact same issue for me too! Only over the past 3 weeks. To survive my meetings, I've been changing the view from "speaker" to "gallery" and it will unfreeze their video, but only for 1-3 minutes. Sooo frustrating.

Try the solution, it worked for me.

robinrgraham
Listener

did the recommended solution work for you? i'm in the process of working with DELL. i need help.  

pbullen
Listener

The same thing is happening to me.  It started about 4 weeks ago.

yep.  have tried everything. dell was going to replace my motherboard on a 6th-month old computer.  i hope the suggested setting change helps.  i'll find out tomorrow when i go to work! And...it worked!

The solution worked for me try it!

Sean77
Listener

Exactly same issue, recently

Do solution work for me try it

where is zoom client? 

HLAA-SF-EastBay
Attendee

I been having the same problem for several weeks, both as host and as participant.

I have experienced the problem on versions  5.7.7 and 5.7.6.  (Maybe even 5.7.5, I do not remember).

 

I am running Win10, 

   - With August 10, 2021—KB5005033 (OS Builds 19041.1165, 19042.1165, and 19043.1165)

  - and September 1, 2021—KB5005101 (OS Builds 19041.1202, 19042.1202, and 19043.1202) Preview

Another machine with Win10

- With August 10, 2021—KB5005033 (OS Builds 19041.1165, 19042.1165, and 19043.1165)

- without September 1, 2021—KB5005101 (OS Builds 19041.1202, 19042.1202, and 19043.1202) Preview

A third machine with Win11 beta (via Windows Insiders)

- With Windows 11 Insider Preview 10.0.22000 (co_release)

- with 2021-08 Cumulative Update for Windows 11 for x64-based Systems (KB5006050)

Hearing Loss Assn of America - SF/East Bay Chapter
www.HearingLossEB.org
info@hearinglosseb.org / 510.221.6080

عبدالملك
Listener

 حق لا الاه الا الله  انا مسلم انت مسلم

 

robinrgraham
Listener

i'm sorry but i don't know. please look through some solutions and try. mine doesn't freeze anymore. good luck.

magician101
Listener

What does unchecking 'Receiving Video' actually do?

cfichten
Listener

Doesn't work!😥

to be clear, did you check video processing and sending video and uncheck receiving video? if so, i'd call your internet provider and make sure you are getting the mb you should. you need a great high-speed to zoom. good luck.