Invalid camera

[Julia2812]

I have problems with camera (since the latest ZOOM update). Green screen and picture is trembling. Can anybody help? 

[Kingett]

Yeah I have this problem too. Was working great for years until recent Zoom update only a few days ago. Now every meeting has flickering green screen and trembling image for minute or so every few minutes. 

Can we uninstall the upgrade?

[Ariel2]

I have the same problem too. Very frustrating. I'm sure I'm not the only one who has filed a problem report to Zoom

[DoctorWho]

Hi all,

this sounds familiar... Try to disable the config setting "Adjust for low light" at Video settings and disable the de-noise option under "Advanced".

If this wont help try this workaround:

Install the latest version of 5.12.x. The official download links are below.

Zoom Client 5.12.9 [macOS]

https://zoom.us/client/5.12.9.13190/Zoom.pkg

Windows :

5.12.9 64-bit:

https://cdn.zoom.us/prod/5.12.9.10650/ZoomInstaller.exe?archType=x64

5.12.9 32-bit:

https://cdn.zoom.us/prod/5.12.9.10650/ZoomInstaller.exe

Then you have to wait until a new zoom version release and try again if it fix it.

[CarlaA]

Hi everyone! 

Our Engineers have reproduced the issue and found the root cause.
 
The issue is expected to be fixed on the 5.13.5 version which will be released in the coming days.

While waiting for a fix, we have these work arounds that can resolve the issue for the time being:

 
Work Around 1 - Disabling video de-noise in the advanced video settings can avoid the issue.

On your Zoom App, Go to > Settings ( By clicking on the Upper right hand corner 'gear icon')
 
Select ‘Video’ > Advanced > Uncheck  ‘Optimize quality of the video | send with de-noise
 
 
Work Around 2 - Roll back to Previous Zoom Version 5.12.9 (Downgrading to 5.12.9 fixes the issue)
 
Roll back and re-install instructions for Windows
 
First uninstall the current Zoom version (Windows)
 
The following steps should help get the old installation cleared, and get Zoom reinstalled and working for you.
 
Could you please run the CleanZoom application, and then restart your computer when it's finished?
 
Once done restarting please visit this link  

EXE 64-bit:
https://zoom.us/client/5.12.9.10650/ZoomInstaller.exe?archType=x64 this will automatically download the previous version for you.
 
Roll back and re-install instructions for MAC
 
Click on the Zoom Icon at the dock while you have the Zoom Client running.

On the upper left you will see zoom.us, click on Uninstall

Once Zoom is completely uninstalled,  visit this link below to roll back to the previous version.
 
For Intel Processors
PKG: https://zoom.us/client/5.12.9.13190/Zoom.pkg
M1 Processor version:
https://zoom.us/client/5.12.9.13190/Zoom.pkg?archType=arm64

I hope this helps for the time being. Thank you for your patience!

Carla,
Zoom Community Team

[Kingett]

Thanks for prompt response, I'm going with WorkAround2, reinstalling earlier version.

Hopefully it'll all be fine, for Monday's sessions.

How will we know about the fixed version being ready?

Cheers

[CarlaA]

Hi @Kingett, you can check for updates by following the steps in this article: Upgrading Zoom to the latest version 

Carla,
Zoom Community Team

[Kingett]

Thanks. The Roll-back fix using old version was great. 

Although it then  triggers an automatic Update to download the broken version 😞

How can I prevent this? 

[DoctorWho]

@Kingett 

try to disable the automatic update checkbox in the settings. 

[Kingett]

Found it. Thanks @DoctorWho  🙂

[Kingett]

...but didn't actually work? 

My Zoom still automatically updated to broken version again today. 😕

[DoctorWho]

@Kingett 

did you try workaround 1?

@CarlaA Any idea how he can stop the upgrade? 

Or is it fixed by now and the upgrade is "save"?

[CarlaA]

Hi @Kingett , there should be a new release that fixes this issue. Please completely uninstall Zoom from your device, reboot your device, and then download the new version of the app. 

1. Completely uninstall Zoom

2. Reboot device

3. Download Zoom

Let me know if that solves the issue! 

Carla,
Zoom Community Team

[Kingett]

Hiya,

I've Downloaded the new release having uninstalled previous, via these recent links @CarlaA. So far so good...Thank you.

@DoctorWho yes was using workaround 2 and each time it had worked to be fair, but was surprised toggling the "automatically keep Zoom up to date" off, hadn't helped initially.

Subsequent spotting the ' start-up tick-box' with similar function, when I again reloaded the previous version, did seem to have fixed the auto reloading problem. So also thank you very much 🙂

Thanks for all support here, looking forward to flawless functionality in my sessions tomorrow, with the totally new updated version. 

Cheers 🙂

[CarlaA]

Glad we could help! 

[Kingett]

Hi,

Just to say; No issues last week and newest update seems totally fixed. 

Thanks again for quick fix and interim support 🙂