Newcomer

Question

Video problem since the latest version

Forum|Forum|3 years ago
January 9, 2023
13 replies
9 views

Hello,

Since the last version, a few people around me have reported video streaming problems. (Green screen, jerky image or the same symptoms as a false contact)

Testing the capture devices, no apparent problems. No worries in the Zoom settings either (or I didn't wait long enough). However, as soon as a zoom meeting is launched, the flow problem comes back.

Driver update OK
Zoom re-installation OK
Windows update OK
Despite everything the problem persists.

I had an old installer on my PC (version 5.12.9). I installed it and the problem is not .

An element in the last update created this failure.

Would it be possible to investigate?

Thanks in advance.

P

pbroderick

Newcomer

Exact same behavior here... an office of 12-15 people, five of them are experiencing these problems exactly as described above. No significant differences between the symptomatic PCs and the ones that are working fine. All other apps using the webcams are working properly.

L

lauragrahmann

Newcomer

My office is having the same issue. Zoom Support is no help! See attached photo. Is this what yours is doing?

C

Chris_D

Newcomer

We're having exactly the same problem as of today. Possible theory is it's affecting users with USB webcams (not those with internal web cams) but can't be certain.

M

MarjoAuthor

Newcomer

Hi Chris,

I have seen the problem on USB cameras as well as on integrated cameras.

M

MarjoAuthor

Newcomer

Hello,

Uninstall the current version that you have and that does not work.
I had an older version on hand (version 5.12.9) and installing it solved the problem for me.

https://drive.google.com/file/d/1Td5gVIjMANNzE_YC4bFM-PJuFOdglsWC/view?usp=share_link

Once installed, remember not to activate the automatic updates.

Let me know if it solved your problem.

C

chris0chris

Newcomer

Thanks for sharing the download. I uninstalled the updated client and reinstalled it using the older version you provided. It appears to have solved the problem. I will see if I still have symptoms during my next real Zoom meeting on Thursday, but it looks good so far during testing.

P

pbroderick

Newcomer

Thanks for sharing that download.
Zoom Support sent me a permanent fix last night, I was excited to come here and share it with everyone, but it didn't work. 😕😕

L

lauragrahmann

Newcomer

I have a Zoom meeting with tech support tomorrow. We'll see what happens.

C

Chris_D

Newcomer

A workaround which seems to have worked for me is "video settings > advanced > optimise video quality with de-noise > turn off". Hope this helps.

J

Jameses

Newcomer

I had this problem with the update I downloaded yesterday - version 5.13.3 (11494) - when I went on a meeting this morning. I found that there was another manual update available today - vesrion 5.13.1 (11835) - and I just downloaded it. If that doesn't solve the issue on my next meeting I'm going to uninstall and reinstall.

L

lauragrahmann

Newcomer

Got a fix guys!! Had a Zoom meeting today with Ryan Guadalupe, Zoom Tech Support, and he had the fix. 1. Make sure you have the latest Zoom version (5.13.4). 2. Go to Video settings and check Adjust for Low Light and change to Manual. 3. Go to Advanced Video Settings and uncheck Optimize video quality with de-noise.

He told me to let him know if we start having issues again but since the fix 30 minutes ago, all is back to normal.

P

pbroderick

Newcomer

This seems to be working. Thank you for posting!

J

Jools2155

Newcomer

Thanks Laura, will follow these instructions and hope for the best.

L

leeagencygroup

Newcomer

Mario, thank you for posting. I am having the exact same problem: I am having very frustrating similar problems ever since doing the last upgrade pop up announcement. I never had lag or freezing happen, but now it's happening all the time from my end. Clients see skips, lags, freezing but audio is ok. I tried calling support (I have a paid subscription for work!) and was blown off twice with "accidental phone disconnects" after waiting to talk to someone for at least 20-30 minutes! I tried doing a chat for tech support and was told I didn't have a paid subscription when I've been paying for it with auto draft for almost two years now!!! I am so infuriated!!! I wish there was another product/company to use because their customer support for paying customers is HORRIBLE. How do you update the Driver? My Windows updates are current. It sounds like even with all this extra effort that I'll probably still have the problem. How did you get the older installer version 5.12.9? It may be my only hope too.

It is definitely something to do with this last update they gave us!!! Thanks in advance, Sydney