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Question

12/28/2022 Zoom Update Video Freeze With Flashing Multi Colored Screen

Forum|Forum|3 years ago
January 10, 2023
14 replies
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Zoom rolled out a system update on 12/28/2022 which caused video issues to occur, freezing with flashing multi colors occurs. I have reported this issue each time there is an issue, which means this occurs repeatedly during zoom sessions. Still waiting for a patch to correct this problem. Frustrated user,

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Davidnieto

Newcomer

I've got the same problem. It's been 5 days now.

If you, or I, have the chance to get a solution, I'll share it with you and, please, share it with me if you happen to get it.

M

MokihanaAuthor

Newcomer

Same issue since 12/28/22 rollout. Definitely will share any resolution!

YaBoiB

Community Champion | Employee

Hello @Mokihana,

The software updates that we send will ask you if you would like to update it now or at a later time. I would suggest that you always update the system after a Zoom meeting has ended and not at the time of the session.

Video freezing is typically the CPU not being able to handle all of the processes that are happening all at once, and is not necessarily a Zoom issue but a CPU issue. I recommend that you close out a few applications before joining or hosting a Zoom meeting so that your user experience will be better.

Would you please review this documentation?

Please let me know if there is anything further I can do to assist you.

Thanks,

Brandon

E

Eliot

Community Super Champion | Partner

hi Mokihana,

when you are experiencing this issue, please go to settings -> statistics to troubleshoot. take a look at the overall, audio and video statistics.

thanks, eliot

Davidnieto

Newcomer

Based on the last comments/support, I've tried everything; I even format my computer to "clean it" and it didn't work at all.

Hope you can suggest something else.

PS. Those, who haven't updated ZOOM, do not have this trouble.

Thanks

M

MokihanaAuthor

Newcomer

Pre 12/27/22 had zero issues... Only the new update caused the freeze... I'm so frustrated. I too have ckd settings to no avail...grrrrr!

M

Marjo

Newcomer

Hello,

See this topic :

https://community.zoom.com/t5/Meetings/Video-problem-since-the-latest-version/td-p/92058

P

PM4

Newcomer

I am facing the exact same issue. It occurred only after the update and its very annoying. I am trying to research other options of teaching online as its creating disruption in my work. Has anyone found a solution or can suggest an alternative software plz. would really appreciate if anyone can share. Thank you.

E

encara

Newcomer

—edit January 16th —

Zoom has today released a new update (5.13.5), and the issue seems to be fixed.

If you're still facing issues try going to the Zoom video settings > Advanced and then turning off "Optimize the quality of the video with de-noise"

(see above)
Currently installing an older version of Zoom is the only way to fix it, below an official link for the latest version on 5.12.x for macOS. You'll need to uninstall your current version with Zoom open via the menubar. Make sure to avoid any update prompts until a fixed version has been installed.

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

Remember that it's generally not recommended to install an older version of Zoom so this is only a solution until the 5.13+ branch gets fixed.

K

kenlawson1

Newcomer

That worked perfectly! Thank you so much. I had suspected it had something to do with the latest upgrade. Hopefully Zoom will issue a new upgrade to fix this soon, as I have begun to see this problem a lot in my Zoom meetings.

M

MokihanaAuthor

Newcomer

Aloha e Ken, is the freezing screen no longer an issue with the temporary fix? Zoom sent me a link to update to 5.13.4 and I hesitate since their update has nothing to do with correcting this major bug. Also, are you on Windows? Mahalo.

C

chantalm

Newcomer

same problem : i loose money and clients

B

bonejakon

Newcomer

same issue. mine is mainly happening on my window only (i and others in mtg room can see it) and then sometimes when i leave and reenter, it is flashing only on certain other people's video in my mtgs. The audio is unaffected.

I am using American Sign Language in these mtgs so it's unusable if there is visal interruption of any kind.

C

chris_snyder

Newcomer

This is happening for us in multiple Zoom rooms, since 22 December New Zealand time.

The camera video is fine to begin with, but as soon as any other participants join the call it starts flashing green and looping the last couple seconds of video. We have to turn our room camera off, which is obviously less-than-ideal.

M

MokihanaAuthor

Newcomer

Poked around other sites and found this response from Zoom Support: Appears the fix will occur 01/16/2023

Chris V. (Zoom)

Jan 12, 2023, 12:15 EST

Hi,

Thank you for contacting Zoom Support, my name is Chris and I'll be working on this ticket with you.

I understand you are experiencing video issues after updating to the latest Zoom Version 5.13. We would like to apologize for the inconvenience.

Our Engineers have reproduced the issue and found the root cause, the video de-noise function goes wrong when the CPU usage is high on some computers with low-performance CPUs.

The issue is expected to be fixed on the 5.13.5 version which will be released next Monday, January 16th.

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 in the attachments, 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

Thanks,
Chris

Attachment(s)
CleanZoom.exe

N

NancySue

Newcomer

This has been driving me crazy since 1/11 and I'm relieved to hear that there is an actual reason for it. Thought it was the webcam. Uninstalled/reinstalled webcam twice, Zoom once. Could not of course phone Zoom despite being a paying client (snarl), and only just now found the lot of you. It is now the 19th; supposedly was to be fixed on the 16th? Mine is still doing it. I'll try all these processes tomorrow; can't face it just now. At this point should I still reinstall the older version 5.12.9? THANK YOU ALL; I'm so happy to have found you!