Newcomer

Question

Frozen Menu, Captions, Transcript, Chat; on-screen interactivity frozen/disabled?

Forum|Forum|4 years ago
September 3, 2021
14 replies
1 view

Has anyone had issues since PC 32-bit/64-bit version 5.7.5 (and continuing) with the title issues???

When I'm a participant (or host/co-host) with Captions/Transcript enabled, my lower Menu bar freezes up sporadically. I'm especially aware of the issue when I see the captions frozen/stuck and/or Chat stops working. When I try to interact with the menu bar - I can't see any response from the app for mute/unmute, start video/stop video, or the ^ (up caret) to open up the sub-menus. My mouse shows on the screen, but I don't see the result of my clicks.

This on-screen interactivity is frozen/disabled!

If I try to go into chat and type, nothing show. People have told me they have tried to chat to me and they get a message that I'm no longer in the meeting, YET they still see me on screen with my camera!

This is so confusing. I've tried the 32-bit and the 64-bit versions (PC), for 5.7.5, 5.7.6, and 5.7.7--and my interactivity, captions, and ability to even close/leave the Zoom are all frozen/inaccessible. The only way I've found is to start up the Windows Task Manager and force-close the Zoom app (usually there are 2 instances of it running!). Once it's closed, I can then restart and rejoin the meeting.

It's a huge nuisance because I don't know when it will happen/if it will happen. And it's always at the most inopportune moments! Zoom and Community, HELP!!! Anyone else have this issue? Why is the whole app interactivity freezing yet I can still see others, hear others, and they can see/hear me?

-Bob

P.S. I'm running Windows 10 Home on a Lenovo Legion 5 gaming laptop, Intel i7, 2.60 GHz, 16GB RAM, 500GB SSD. I am using an old iPhone XS Max as my webcam, through the Reincubate Camo Studio Pro video-cam app (connected via USB A, 3.0). I've also get 2 extension screens for my laptop (USB A, 3.0) and a headset with boom mic connected via USB A, 3.0).

T

tklappin

Newcomer

I had this exact problem tonight! I still appeared as being online. I could hear and see the presenter. (I was Host of the meeting using a paid account login.) But all my Zoom windows were unresponsive. The buttons at the bottom disappeared and would reappear if I passed by mouse over them. At one point it said both Mute and Unmute at the same time (both words on top of each other). I also recovered in the same way - Task Manager to kill two Zoom processes. While this was happening, my other windows worked just fine - PowerPoint, Outlook, FireFox were open. I suspect it's a video issue, but not sure. I have a Dell PC, i7 processer, 32 GB RAM, Windows 10, NVIDIA GeForce GTX 1070Ti video card. My camera/mic is a Logitech HD Pro Webcam C920. I've attached what my Zoom window looked like.

HLAA-SF-EastBay

Newcomer

I been having the same problem for several weeks, both as host and as participant.

I have experienced the problem on versions 5.7.7 and 5.7.6. (Maybe even 5.7.5, I do not remember).

I am running Win10,

- With August 10, 2021—KB5005033 (OS Builds 19041.1165, 19042.1165, and 19043.1165)

- and September 1, 2021—KB5005101 (OS Builds 19041.1202, 19042.1202, and 19043.1202) Preview

Another machine with Win10

- With August 10, 2021—KB5005033 (OS Builds 19041.1165, 19042.1165, and 19043.1165)

- without September 1, 2021—KB5005101 (OS Builds 19041.1202, 19042.1202, and 19043.1202) Preview

A third machine with Win11 beta (via Windows Insiders)

- With Windows 11 Insider Preview 10.0.22000 (co_release)

- with 2021-08 Cumulative Update for Windows 11 for x64-based Systems (KB5006050)

R

rjccourttech

Newcomer

Same issues on 5.7.7, our hosts or participating PC have wonky behavior where you cannot maximize the app anymore and often a little postage sized window still stay up along with the live captions.

K

KatyC

Newcomer

Yep, been having this problem for the past few weeks. Did a full uninstall/reinstall and am waiting to see if it happens again.
(Host on a paid account, running Win10 on an HP Omen laptop)

J

JDB

Newcomer

I first noticed the issue with 5.7.6 (I am fairly certain that my organization went from 5.7.4 to 5.7.6). I have upgraded to 5.7.7 and had the same issue today. We were also running Live Transcription when the issue occurred for me. Has anyone tried backing back down to 5.7.4? Also, are you able to reproduce on demand, I have not been able to.

B

Barttsky

Newcomer

Having the same problem with my Legion 5 running AMD Ryzen 7 processor and NVIDIA GeForce GTX 1660 Super graphics card and Logitech C910 webcam running through OBS Studio. Have only experienced the problem when I have been host and have Live Transcript and Record to the Cloud enabled.

R

rjccourttech

Newcomer

My hardware is pretty basic on all the machines running it - all Dell Optiplex 7060s, typical office machines with nothing special about them. And just like you they do have cloud recording going along with the live captioning.

I've got a ticket open with support now to try and troubleshoot - 5.7.8 is out now as well, I will see if updating helps.

S

SharonEnglish

Newcomer

Same problem as described above, happens only when using Live Transcription. Eager to find out the solution!

Q

qdavey

Newcomer

*following

Same issue has happened twice - once by my colleague and yesterday for me as a host during a live panel session yesterday.

First one no recording, but transcript and screen sharing
Second time, I was trying to screen share which never worked and then had recording and transcript on. Worked fine for 30 minutes then froze my tool bar and eventually I wasn't even able to see the speaker talking but saw participants at the top.

B

Barttsky

Newcomer

I think it's been about 30 minutes into a session when my tool bar and access to any Zoom controls disappeared.

P

PJ99

Newcomer

So it seems like a lot of people are having this problem. I'll join the ranks of having problems. Has anyone in this thread come up with a solution?

J

JDB

Newcomer

I've not heard any solutions to date. Zoom has released 5.8.0

Has anyone tried this yet? if so, results?

When I spoke with Zoom they indicated to update my BIOS, it is out of date. Having said that, I am not optimistic that will address the issue as it appears to be symptomatic across different systems and OS's. I will report my findings when I update the BIOS.

J

JDB

Newcomer

After speaking with Support, we are going to try and update my BIOS, it is out of date. I will update with my results.

T

tklappin

Newcomer

Good luck with that. My BIOS was updated on July 31st, weeks before I had the problem. There are no other updates - I just checked. I guess my problem isn't an out of date BIOS. Let us know if the BIOS update corrects the problem for you.

S

Speeps323

Newcomer

Hi - this exact thing has happened to me several times, but only when I host or co-host. Video and sound continue to functional normally, but I’m locked out of most controls (e.g. mute, participants list, stop video, grid/active speaker, leave). Oddly, I can scroll up/down the open participants list, but cannot close it. I can also let in people from the waiting room. I’m using IOS on a new IPad 8th gen.

J

JDB

Newcomer

Interesting, I believe this is the first time someone has mentioned the issue on an iOS device? The personnel in my department running Mac have not reported the issue. Anyone else experienced this issue on an iOS device?

Show more replies

Getting Started

Sign up

Login with SSO

Login to the community

Login with SSO

Scanning file for viruses.

This file cannot be downloaded