Mac Studio video freezing only in Zoom

[JoelDug]

I am using a 2022 Mac Studio with an Apple M1 Max chip. Running Sequoia 15.4.1. I'm hard wired to a 1300Mbps internet connection. Using Zoom Version 6.4.6. Every few minutes the video freezes for 3-5 seconds, then catches up again. It only happens in Zoom, never in MS Teams or FaceTime. I have uninstalled and re-installed Zoom and even purchased a new 4k camera to see if that helps. Still the same freezing issue. Has anyone found a solution?

[MGSR]

Hello @JoelDug,

Welcome to the Zoom Community! We're glad to have you here.

You can check out this article for troubleshooting Zoom video freezing.

Let us know if this helps or if you need further assistance.

[JoelDug]

I checked out the link you sent. It doesn't address the issue I'm having at all. Any other suggestions?

[JoelDug]

Just an update. Based on the article you linked to, I tried adding a 2nd camera and choosing that in MS Teams. That way I had a separate camera picked for Teams and Zoom. Even though I never turn on the Teams camera, I choose separate cameras for each app. Still had the same freezing issue. So that does not help anything. I have tried adjusting the settings in Zoom, turning HD off, turning it back on.... Still freezing issues. Any other suggestions?

[aholowka]

I too am having the same issue with a M2Pro MacBook Pro 14.  I have uninstalled /reinstalled Zoom.  Completely reformatted the SSD, reinstalled fresh Mac Sequioa, re-added the user account image and still have the issue.  Have not tried a new user account yet, but that is next.  We have 30+ other Macs running the same/similar archetecture that are not experiencing the issue.  And, just like you, Teams works fine.

[chexwarrior]

Also having the same issue after updating to MacOS Sequoia 15.4.1. 

I have a MacBook Pro M1 chip.

Before on Sonoma I had no issues with Zoom but now I get the random freezing and fast catch-up others are talking about on video.

[chexwarrior]

So I have an interesting update, something I neglected to mention earlier is that I use a dockstation with my mac so I can use my monitor and other peripherals. On a hunch I tried a zoom meeting on just my macbook w/o plugging into the docking station and I am no longer getting the zoom issue. @JoelDug @aholowka do you guys also use a docking station with the issues?

[JoelDug]

@chexwarrior I'm using a Mac Studio. No docking station. I did make sure to plug the camera straight into the Studio not through a monitor or my keyboard. Still having the same issue. Glad to hear you figured out something for your setup. Looking forward to hearing what @aholowka finds out. Still searching for a solution other than switching to a different video app...

[aholowka]

Hey that's great, but unfortunately, we don't use docking stations.  Tomorrow I am going to create a new user on the Mac and manually copy all of the data to the new user....I'll let you know how it goes.

[aholowka]

Created a new user on the Mac....Copied all data/settings; luckily the desktop/documents were in iCloud, so very easy there.  Tested and looked OK, but time will tell.  I'll check back with the user later this week.  Oddly, all of our other 30+ Macs work just fine....I suspect it is a corrupt user.  If yes, this wil fix it.  Ill let you know.

[aholowka · Accepted solution]

FIXED !!  Creating a new user on the Mac and manually copying the data (except Library folder) has fixed the video issues.  Zoom Settings are default.  User has reported no issues and has had 9 Zoom Meetings so far.

[JoelDug]

@aholowka  That is fascinating! I'm sure you are just happy it is fixed, but why do you think that happened? I'm going to have to try that and see if that will work in my case. Question, once you create the new user, what do you do with the old one?

Thanks,

Joel

[aholowka]

@JoelDug - I suspect a corrupt user.  I have seen corrupt user accounts before.   Not sure what components though.  I have left the old corrupt user account intact for now.  After a few weeks, and the user is certain no data is missing, I will delete.