Participant Videos Freezing

[katieenligne]

Longtime zoom user for work as an attorney. My PC build combination is a 5070 GPU/9800X3D CPU. All drivers/bios/Windows 11/Zoom are up to date. I’ve tried configuring every setting imaginable to fix this, including unselecting hardware acceleration for receiving video in the zoom application settings-nothing fixes the issue. Audio does not freeze and the videos aren’t freezing from the participant end, only my view of them which is incredibly distracting. I’ve tried tweaking every setting I can possible think of/find. My camera/internet connection has not changed and the application barely puts a dent in my memory/CPU. I manually ensured my GPU is selected in the Nvidia Application Control Center for Zoom. Is there any other suggested fix for this?

[ms238]

I have the same problem except my audio and the other participants audio freezes every 2 minutes for about 30 seconds each time.  It is really difficult to participate in a Zoom when that is having.  I have sufficient mbps speeds and Windows 11.  I tried moving closer to the router and turning off streaming devices too.  That did not help.  It has been going on for a long time and each time I try to fix it, for ex, updating to the latest version, nothing happens.  Zoom Customer service, please email me back about this issue.

[MGSR]

Hello @katieenligne! You can check out this article for troubleshooting issues with Zoom video crashing or freezing. Let us know if it helps or if you need further assistance.

[LeoraConnelly]

Since audio remains unaffected and only participant video freezes on your end, this often points to a conflict between GPU rendering and Zoom’s video pipeline. Beyond disabling hardware acceleration, you might try completely resetting the Zoom cache/config files, reinstalling Zoom from scratch (not just updating), and testing with the Zoom Progressive Web App (PWA) in a browser to see if the issue persists.

[Bencutting51]

That sounds really frustrating. Since you’ve already tried most of the usual fixes, maybe worth testing Zoom in a clean Windows user profile or even trying the web client to see if the issue repeats. That can help narrow down if it’s a local config problem or something deeper with Zoom itself.