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Zoom keeps crashing my Surface Pro 7


Hi there

In recent months, every time I use Zoom on my Surface it crashes and I get the BSOD. I have disabled hardware acceleration, but it still happens, even when Zoom is the only application running. I currently pay for a Zoom subscription, but won't renew if I can't get this fixed as I currently can't use it without a crash.




Community Champion | Zoom Employee
Community Champion | Zoom Employee

Hi @Gillian67 ,


      Thank you for reaching out to the Zoom Community! I am sorry to hear that you are experiencing crashes on your Surface Pro 7 while using Zoom. Here are a few things that you can try to hopefully resolve this issue:


  1. Make sure that you have the latest version of Zoom installed. You can check for updates by going to the Zoom website and downloading the latest version.

  2. Check to see if there are any updates available for your Surface Pro 7. You can do this by going to the Start menu and clicking on "Settings," then "Update & Security."

  3. Do a full restart of your Surface Pro 7.

  4. Finally, once the restart has been completed, please log back into Zoom and modify the following settings:
    • Change the Video Capturing Method (Video- Advanced) from Auto to  Direct Show and restart the zoom client.

If the issue continues to occur after trying these processes, I highly recommend submitting a ticket to Zoom Support so that further investigation can be done.