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Video freezing since recent update

Forum|Forum|4 years ago
August 19, 2021
17 replies
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Hello, I recently updated and since then the participants video keeps freezing. Everything else is exactly the same as before the update so not an issue with internet, computer or camera. It only stops freezing if I share my screen. I’ve tried unloading and reloading but it didn’t make any difference. Can anybody help? I can’t work with it like this. Many thanks in advance, Sarah

Best answer by ZoomVA

Hi @SSH 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.

ZoomVAAnswer

Community Manager

Hi @SSH 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.

K

KamilaL

Newcomer

Hi there

The latest update created a serious issue with video making it impossible to use your paid platform.

Since the latest update when I share screen without changing screen it works. When, I switch window share, it freezes and it has never done that before.

I tried disabling “use hardware acceleration for” sending video (as well as receiving) but it didn’t solve the issue.

it is MY VIDEO that freezes. Please advise.

S

SheenaM

Newcomer

Kamila,

I am having the same exact problem. I am a therapist and when I used the paid platform, my video screen is fine until I do screen share for the session. The client's video is fine, both video and audio and they can hear me. However, my video freezes, flickers, or turns me into a black and white frozen image (kinda like a comic strip). I tried restarting my laptop, logging in and out of Zoom, looking at security, disabling hardware acceleration...all of it. This is just since the latest update. It is making sessions distracting and difficult. If I come up with any solution, I will share.

Thanks,

Michelle

I am having the same problem and zoom is essential for my work.

T

ttmlt

Newcomer

Having the same issue since an update sometime in the last few weeks. I can resize my Zoom desktop window to be smaller and it fixes it, and if I keep all the thumbnails of everyone small enough, it stays fine. But after resizing if I go back to original size, they freeze up again after some time period. No changes to hardware, but been receiving Windows updates so could be that?

T

ttmlt

Newcomer

Disabling hardware acceleration for receiving video also fixed this for me. Wonder what changed in the last month to cause this to be required? Was working fine previously.

D

DJ57

Newcomer

Where do I find “hardware acceleration” to disable?

T

tharrison

Newcomer

I am having this same awful problem. VERY annoying.

J

jimi

Newcomer

It looks like Zoom released version 5.7.7 to solve the issue.

HLAA-SF-EastBay

Newcomer

version 5.7.7 did not resolve for me

HLAA-SF-EastBay

Newcomer

I been having the same problem for several weeks, both as host and as participant.

I have experienced the problem on versions 5.7.7 and 5.7.6. (Maybe even 5.7.5, I do not remember).

I am running Win10,

- With August 10, 2021—KB5005033 (OS Builds 19041.1165, 19042.1165, and 19043.1165)

- and September 1, 2021—KB5005101 (OS Builds 19041.1202, 19042.1202, and 19043.1202) Preview

Another machine with Win10

- With August 10, 2021—KB5005033 (OS Builds 19041.1165, 19042.1165, and 19043.1165)

- without September 1, 2021—KB5005101 (OS Builds 19041.1202, 19042.1202, and 19043.1202) Preview

A third machine with Win11 beta (via Windows Insiders)

- With Windows 11 Insider Preview 10.0.22000 (co_release)

- with 2021-08 Cumulative Update for Windows 11 for x64-based Systems (KB5006050)

L

lmontg

Newcomer

I have tried the "fix" listed here and i am still having the same issue. Participants freezing up for 10-15 seconds. VERY irritating......

W

Wyn

Newcomer

This did not work for me (unchecked the box as suggested by Virginia Johnson above).
Zoom USED to be great.
It's now costing my business and ruining my credibility

S

Sledges

Newcomer

I had a prolonged chat session with Zoom support after unchecking the box suggested by VA did not solve the issue. Per chat advice I upgraded to Zoom 5.8 and entered via the Zoom app rather than the server. However there was no way to test this solution other than to engage in my next presentation. And sure enough, my Keynote presentation froze after the first few slides. Fortunately I had since learned a workaround and by exiting the slideshow I was able to continue giving the talk from the desktop but without being able to us any of the sequencing provided by the slideshow. Yesterday I gave a presentation using Webex via Chrome and my Keynote presentation worked perfectly! So I think I have at last found a solution. So long, Zoom!

S

saraha

Newcomer

hallo me name is sarah what your name

L

Lukeharrison112

Newcomer

I have same issue and the solution didn't worked for me.

I have to join meeting again and again as it kept freezing.

G

GemMol55

Newcomer

Hi

I have had this issue on my video for a couple of days and only been able to fix it with another new update today. It seems to be working now but I will find out properly when I am in a proper session. My video was scrambling, freezing and sometimes blurring and freezing at the same time.

I contacted billing because since I had to reschedule a tutoring session due to this issue and had a nightmare trying to do an assessed university presentation - I asked to be reimbursed for Janurary's subscription fee due to this issue but it seems like I'm communicating with a bot and not a human as they are not understanding. Has anyone been able to get a reimbursement due to this?

O

Odelay03

Newcomer

I am having this exact problem. As a therapist, my sessions have been challenging to say the least. It is only when the client joins the screen share that my video on my end blurs, freezes, turns me black and white. The client can hear me and I can see and hear them just fine. However, they are not able to see me live at all.

I have not attempted for reimbursement as of yet and my problem is not fixed. It started happening with the latest update yesterday. I cannot imagine having to do a university presentation and this occurring! That is upsetting to hear that you went through that!

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