Problems with Zoom on new laptop: black boxes on share screen and frequent crashing

[HannibalT]

Hi, I am having problems with Zoom on my new laptop which I have not had in years of using it before. 

- Black/grey boxes visible on participants' screens over any box I have open (e.g. video gallery, which I need to have open!)

I have followed all the steps recommended in the FAQs (Advanced video settings, etc.) and it is still a problem.

- My internet connection keeps crashing during meetings - the internet connection is still strong on my laptop, but I get "internet unstable" messages and it crashes repeatedly. 

My new laptop is a Lenovo if that makes any difference. 

Thank you in advance for any help!

[JeffJones]

Hi, the black boxes is a bad graphics driver issue with Lenovo. you can try 2 things. First i would recommend going to lenovos driver and bios page and update everything to current. If after that the issue is still not resolved. You can do the work around disable the Hardware acceleration for screen sharing in the Zoom settings under "Share Scree"

[HannibalT]

JeffJones thank you for your reply, I'll give those recommendations a go. 

[HannibalT]

I've updated all drivers and also disabled hardware acceleration and it is still showing the boxes.

Also still crashing all the time - 4 times during my last meeting - is there anything else I can do? It comes across as so unprofessional to host a meeting with such poor user experience!

[JeffJones]

Are you screen sharing or are you sharing the screen of an App?

[HannibalT]

I've tried screen sharing and also sharing PowerPoint slides / word docs - boxes on the screen either way, and repeated crashing.

I used my old laptop yesterday as it's so bad on my new one and it all worked perfectly. My old laptop is really on its way out though and I need to be able to use the new one, it's a real problem.

[MarcoR]

Same problem with ASUS Vivobook 15. Is that a graphic card issue?

[MGSR]

Hello Community Members,

I'm sorry for the inconvenience you experienced.

You can check out this article for troubleshooting black/grey boxes over screen share on a Windows computer.

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