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Receiving video packet loss / video freezing

andeporter
Listener

Hello,

 

We have a once a week Zoom meeting w/ our staff (about 20 employees). For about half of our users, the Zoom receiving video is experiencing significant packet loss, which is leading to the video of others in the meeting freezing up.

 

We have attempted to turn off hardware acceleration for receiving video, but this did not fix our issue. All users are behind the same firewall, so that should not be the issue. 

 

Does anyone have any ideas on how to correct this?

 

Thx,

Ap.

2 REPLIES 2

YaBoiB
Community Champion | Zoom Employee
Community Champion | Zoom Employee

Hello @andeporter

 

 I have worked thousands of cases of packet loss and it is almost 90% of the time, either network issues, bandwidth, or firewall issues. I am happy to attempt to help you if you wish to DM me the meeting ID or you can submit a troubleshooting ticket to support and they can assist you as well. Our agents are all trained to troubleshoot these types of issues. 

 

Thanks,

Brandon 

If this response was helpful for you, please do not forget to click on the accepted solutions button!

YaBoiB,

 

Thanks for reaching out. I DM'd you the meeting ID. 

 

I'm suspicious that it's a network issue as well, but I'm baffled as to why some users have the issue, and others don't - even though they are all behind the same firewall, running the same version of Zoom, w/ the same configuration settings (as far as I can tell).

 

Any help is greatly appreciated.

 

Thx,

Ap.