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Video freezing

Phoebe1
Listener

My video feed is freezing when I'm in meetings - when I'm the host and when I'm the participant. I'm still seeing other people moving and talking, so doesn't appear to be a bandwidth problem.  I'm working on a laptop, using Chrome. Latest version of Zoom is installed.  Any ideas? 

1 REPLY 1

RachelGomez123
Participant

 

4 Ways to  Fix Zoom Crashing or Freezing-

 

1. Check Zoom's Service Status
While the problem likely lies with the Zoom software or your operating system, there is a chance that Zoom's systems are suffering. To quickly check this, go to the Zoom Status page. This tells you the status of each Zoom component and whether it's "Operational".

Check the pertinent components like Conference Room Connector, Zoom Meetings, and Zoom Video Webinars. If these are ""Degraded Performance" or "Under Maintenance", it indicates a problem, and that could cause Zoom to freeze or crash.


Beneath the list of components, you'll find full information about any ongoing issue, including a resolution time if it's known. If Zoom is suffering an outage, wait until it's resolved before attempting your call.

 

2. Update Zoom
Zoom often updates its client to offer new features and bug fixes. It could be that the crashing and freezing is as a result of a software glitch. With any luck, Zoom have been made aware of the issue and released an update to fix it.Normally, the Zoom client should check for updates on launch, but you can manually look too. To do this, select your profile picture in the top-right, then click Check for Updates. If an update is available, it will download. When done, click Update to install it, and then Zoom will automatically restart.

If the update process fails for any reason, uninstall Zoom from your system (Windows key + I > Apps > Apps & features), then download the client again from the Zoom Download Center.


3. Disable Hardware Acceleration
By default, Zoom uses your hardware resources to improve performance. This is called hardware acceleration. However, in some cases, hardware acceleration can cause the client to crash. It's worth disabling it as a test.

zoom advanced video settings
To disable hardware acceleration on Zoom:

Select your profile picture in the top-right.
Click Settings.
On the left-hand menu, select Video.
Click Advanced.
Beneath Use hardware acceleration for, uncheck all the options.

If this doesn't make any difference, go ahead and re-enable hardware acceleration; as long as it's not the source of any problems, it's a good feature to use.

 

4. Change Your Video/Audio Device
Try changing the camera and microphone source in turn, to see if one of these devices is the source of Zoom crashing or freezing. To do this, select your profile picture in the top-right, click Settings, and go to both Video and Audio. Use the relevant dropdowns to change the device.

zoom audio settings
You might find that Zoom doesn't let you access the Video tab. Instead, the settings window hangs, then crashes, and you see an error window that says Zoom quit unexpectedly. No matter how many times you try, you'll get the same error.

This isn't actually a Zoom issue, but rather one with Windows, and it can happen when you use an external webcam that isn't always plugged in. Try another video conference software like Google Meet and a similar thing will happen. To overcome this, plug your external webcam in before launching Zoom. You should then be able to access the settings screen, and change your device if necessary.

 

Regards,

Rachel Gomez