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Participant videos freezing

Forum|Forum|4 years ago
August 16, 2021
34 replies
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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.

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ZoomVAAnswer

Community Manager

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.

Bort

Employee

Related to @VA11_2 's response, this could also require updating your video drivers on your device. As Zoom tweaks and enhances our video processing, this can go beyond or become incompatible with what is supported by your device and its drivers. Updating your video drivers can help solve incompatibilities between your video drivers and Zoom's video processing.

If @VA11_2 suggestion doesn't resolve it on your end, I'd suggest looking at the Support site of the brand of device you've purchased. There you should be able to look up your exact device's model and find the correct and most up-to-date video drivers.

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robinrgraham

Newcomer

thanks for that. i used "the solution" listed in this thread and it worked. i had updated everything to no avail.

P

pietraap

Newcomer

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

Thanks!

K

Kiaatstc

Newcomer

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

A

anneb

Newcomer

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.

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VictoriaLF

Newcomer

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

D

DebbieNZ

Newcomer

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

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VictoriaLF

Newcomer

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!

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robinrgraham

Newcomer

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

karen1

Newcomer

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

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Jamie7

Newcomer

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.

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robinrgraham

Newcomer

Try the solution, it worked for me.

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robinrgraham

Newcomer

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

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pbullen

Newcomer

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

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robinrgraham

Newcomer

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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