External camera glitching in Macbook

[SophieWH]

Dear Zoom community,

I’m really hoping for your help.  I’m not techy, so I’m trying to include all the relevant info – apologies in advance for any missing bits/things that aren’t clear.

I have a Macbook 13” running Sonoma 14.7.1, and am using  Zoom Version: 6.2.11 (43613).  I use Zoom professionally, but as the Mac camera is such poor quality, I have been using an external camera – a Logitech for Creators StreamCam, full HD 1080p 60Fps, USB-C.  Alas, something very weird started to happen in Zoom about 4 months ago where the visual screen glitches, splitting the screen repeatedly.  This is also happening with another x2 cameras I got to try and resolve the problem – a Logitech Webcam C920 and a Razer Kiyo X (both of which are USB-B so needed a converter).  All of the cameras work fine in a Lenovo laptop running Windows, and they all work fine in other video apps on the Mac, like Google meet, Photobooth etc (although once the splitting was happening in the Logitech GHUB screen too with the Logitech Webcam C920).

With the help of my partner, we’ve tried downloading old versions of Zoom (still the same problem), multiple reloads and restarts, deselecting: “optimize quality of the video I send with de-noise,” changed the anti-flicker to 50 (although it’s not a flicker – it’s a splitting of the screen)… I've tried turning off hardware acceleration with no luck.

Anything else I could try?!  Thank you so much for your thoughts.

Sophie

[Andin]

I’m having this exact problem so hope we get an answer on this. I assumed it was the camera failing so I went out and bought a new one only to have the exact same problem. This only happens when  on zoom not other visep

platforms.

[Niallgraham]

I also have had this problem the last few weeks. Thinking it was the camera broken (it's a Logitech C922) but the camera works in other apps. I see responses to similar problems going back to 2023 but nothing recent. if you hear of anything please reply here, im reluctant to buy another camera as it seems like it is the apps fault.

[ASLInterpreter1]

I am having the same issue. I have tried both external cameras and they are both doing the same thing. The internal camera quality is so poor I cannot use it for work. Please help!

[MGSR]

Hello Community Members,

I'm sorry for the inconvenience you experienced.

Please ensure that both your Zoom app and camera drivers are updated to the latest versions. Additionally, make sure that Zoom is granted permission to access your camera by going to System Preferences > Security & Privacy > Camera. 

Please let us know if you need further assistance. 

[ASLInterpreter1]

Hi,

All of the things you have mentioned above have been done and the problem is still not resolved. The cameras are still glitching. 

[SophieWH]

Hello Mark,

thanks for replying.  I can confirm that the Zoom app is the latest version, the camera drivers are updated, and that Zoom has permission to access the camera.  To be clear, there IS an image, but the image repeatedly splits, as if the image jumps in a split second to another section of the screen, e.g. my face which is usually centred in the screen, would jump to the top right and back again repeatedly.

Look forward to hearing alternative suggestions - thank you.

Sophie

[MGSR]

Apologies that the troubleshooting steps did not resolve your issue. Please submit a ticket to our technical support team for further assistance with a more detailed investigation.

[SophieWH]

Thank you Mark - that's submitted, and once I have a resolution (optimism!), I'll post it back here so others can benefit.

[mrvirk]

Summary: There is definitely a bug in the Zoom app.

Info: My zoom app on Macbook Air is giving issues with external camera, i have ensured zoom has camera access in security settings.

Fun facts:

1. On the same Mackbook Air when using Zoom in Chrome its working fine with the external camera.
2. The same external camera works fine with Google meet
3. The same external camera is working fine in my Macbook Pro with Zoom app 
4. The same external camera is working with Windows 10 PC.

So out of 3 devices the camera is working fine with Zoom, except the Zoom app  Version: 6.3.6 (47101) on  Macbook Air Sequoia 15.2 (24C101)

I have tried all the troubleshooting i could as i am in tech so i have spent significant time but no luck.