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C
Newcomer
CN29_2
Newcomer
August 16, 2021
Solved

Participant videos freezing

  • August 16, 2021
  • 34 replies
  • 0 views

I have used Zoom for over 19 months with no issue. Suddenly, in the last 3 weeks, my clients videos are freezing, I can hear them but can't see them. They can see and hear me. I have tested the internet connection speed and have done the check from multiple locations. I have a feeling this started after my last software update. Anyone else experiencing the same? BTW this is happening with multiple groups of clients. 

 

Thanks!

      Best answer by ZoomVA

      Hi @CN29_2 Please try adjusting the video settings in Zoom Client -> Settings -> Video -> Advanced -> Uncheck Receiving Video in the section (Use hardware acceleration for), and see if this solves the issue. 

      34 replies

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      ZoomVA
      Community Manager
      ZoomVAAnswer
      Community Manager
      August 19, 2021

      Hi @CN29_2 Please try adjusting the video settings in Zoom Client -> Settings -> Video -> Advanced -> Uncheck Receiving Video in the section (Use hardware acceleration for), and see if this solves the issue. 

        R
        Newcomer
        rg2
        Newcomer
        January 11, 2022

        My video freezes over the last 2 months.  I went to Zoom.us/download and downloaded the Zoom client, but I cannot find any icon that says "Zoom Client" to click on.  Therefore I can't go to settings-video etc as suggested on how to correct this problem.  How do I get to "Zoom Client" so I can uncheck "Receiving Video"?  Rod

         

        D
        Newcomer
        DebbieNZ
        Newcomer
        January 12, 2022

        Hi, you don't need to go into Zoom client to fix the problem. Go into settings (the wheel) - video - advanced (at the bottom of the screen) - uncheck 'receiving video' - should solve the problem.

        P
        Newcomer
        pietraap
        Newcomer
        August 23, 2021

        I'm facing the same problem here! I'll try your tips"

        Thanks!

          K
          Newcomer
          Kiaatstc
          Newcomer
          August 23, 2021

          Thank you for the tip.  I will try it today.  Fingers, toes, and eyes crossed.  

            A
            Newcomer
            anneb
            Newcomer
            August 24, 2021

            Exactly the same thing here, both on my HP desktop and my HP laptop.  I can briefly unfreeze the other client's videos by changing from gallery view to speaker view, or back again.  I will  try this solution and post again with results.

            V
            Newcomer
            VictoriaLF
            Newcomer
            August 25, 2021

            Yes! Finally! This very thing is happening to me! Is there a fix???

             

            D
            Newcomer
            DebbieNZ
            Newcomer
            August 25, 2021

            See above for fix - follow the step and it works for groups and individuals

             

              V
              Newcomer
              VictoriaLF
              Newcomer
              August 25, 2021

              You would think that with so many folks having this very same issue that Zoom would fix it!!! Come on Zoom, I am paying good money! 

               

                R
                Newcomer
                robinrgraham
                Newcomer
                August 30, 2021

                if you are paying good money, zoom offers you support, i'm fairly certain.  i have the free set-up, so i get no help, except for here.

                 

                K
                Newcomer
                karen1
                Newcomer
                August 26, 2021

                Hi i have followed the instructions for the fix. It is better in that it is not constantly freezing, with me having to unfreeze throughout the meeting. However it will now pause audio and video it will start again on its own but there is then a delay and miss some of what is said.  Any advice for this please

                  J
                  Newcomer
                  Jamie7
                  Newcomer
                  August 28, 2021

                  Exact same issue for me too! Only over the past 3 weeks. To survive my meetings, I've been changing the view from "speaker" to "gallery" and it will unfreeze their video, but only for 1-3 minutes. Sooo frustrating.

                  R
                  Newcomer
                  robinrgraham
                  Newcomer
                  September 3, 2021

                  Try the solution, it worked for me.

                  R
                  Newcomer
                  robinrgraham
                  Newcomer
                  August 30, 2021

                  did the recommended solution work for you? i'm in the process of working with DELL. i need help.  

                  P
                  Newcomer
                  pbullen
                  Newcomer
                  August 30, 2021

                  The same thing is happening to me.  It started about 4 weeks ago.

                    R
                    Newcomer
                    robinrgraham
                    Newcomer
                    August 30, 2021

                    yep.  have tried everything. dell was going to replace my motherboard on a 6th-month old computer.  i hope the suggested setting change helps.  i'll find out tomorrow when i go to work! And...it worked!

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