Zoom Constantly locking up and crashing

[drewdirienzo]

Hi Everyone! I work for a MSP that has a client that has had nonstop zoom issues...Just looking for some help, any help really....I am a senior engineer so I have done most of the basic troubleshooting steps....It happens on surfaces....I am not sure why, but surfaces have so many issues with zoom. They are running Intel processors. Is there any advice you can give me to help my client? They are incredibly frustrated. thank you so much

[storyhub]

Since there is no specific issue stated it sounds like the hardware may be under powered, you are using the browser instead of using the client, proper drivers are not installed, using an older version of Zoom (current is 6.5.3), poor WiFi signal.   

• Surface PRO 2 or higher, running Windows 8.1 or higher
  Notes:
• Tablet PCs running Windows 10 must run Windows 10 Home, Pro, or Enterprise. S Mode is not supported.
• Tablet PCs only support the desktop app.

  If this works please click accept as a solution.

[paulak]

same issue: As soon as Zoom is launched (from desktop app or browser) on surface pro/Win 11, results in blue screen of death, laptop reboots.  this same crash as soon as I access Zoom/Settings\Audio; but not with Zoom\Settings\Video. trouble shooting tried: uninstall/reinstall Zoom, drivers & Win are updated, disabling audio & video.  Can't think of anything hardware/software changes that would have triggered the issue, other than Windows updates.  Any help/solution would be much appreciated.

[storyhub]

Di you download the 64bit version of Zoom or the Arm64 version of Zoom?

[drewdirienzo]

Why would I download the ARM? I downloaded the 64 bit version

[oscarfp]

I had the same issue (blue screen) as soon as a meeting started or with the "audio" setting. I solved it by disabling "microphone monitor" in my antivirus (ESET). 

The strange thing is that I have 2 other laptops (surface laptop 6 for business) in which zoom works perfectly without disabling that setting.

[SheaSullivan]

I also have ESET on my new Surface Laptop 7. I was able to get around the BSOD by downloading the 64-bit Zoom (not ARM even though Surface 7 has ARM-based processor). Then I decline the Zoom Upgrade each time when prompted. Not sure if that's the best solution, or if I'll have to eventually upgrade, but right now I'm scared to do anything that might cause the BSOD again. I have too many online meetings to mess with this again!

[oscarfp]

I had the same issue (blue screen) as soon as a meeting started or with the "audio" setting. I solved it by disabling "microphone monitor" in my antivirus (ESET). 

The strange thing is that I have 2 other laptops (surface laptop 6 for business) in which zoom works perfectly without disabling that setting.

[paulak]

I just started having this same issue: As soon as Zoom is launched (from desktop app or from browser) on my surface pro/Windows 11, it results in blue screen of death, and my laptop reboots, not allowing enough time to capture the error codes.   Also experience this same crash as soon as I access Zoom/Settings\Audio; but not with Zoom\Settings\Video (go figure???).  I've tried about all the trouble shooting solutions I'm capable of--uninstall/reinstall Zoom, drivers are updated, windows is updated, tried with audio disabled, tried with video disabled.  And I can't identify anything on my system that would have changed (hardware/software) to trigger the issue, other than Windows updates.  Any help/solution would be much appreciated.

[SheaSullivan]

This exact thing is happening to me too. I've only had my Surface Laptop six weeks and this suddenly started on Thursday (July 10). Geek Squad couldn't fix it so I exchanged that Surface for a new one. Now today I download Zoom and it crashed, same BSOD you described. It also has corrupted my ability to get on Teams meetings. I cannot meet with any of my clients and this is going to cost me business!!! A solution is desperately needed.

[paulak]

I believe it was the 64bit version. But I just now did a Zoom uninstall, followed by download/install of Arm64 version. Same issue:  when I launch a Zoom meeting, system crashes.

[sfm9999]

Same issue.

Device name Susan_Surface
Processor Snapdragon(R) X 10-core X1P64100 @ 3.40 GHz 3.42 GHz
Installed RAM 16.0 GB (15.6 GB usable)
Device ID BE517BE0-999A-4DAF-BA55-F6C944B0AD6A
Product ID 00356-06314-70356-AAOEM
System type 64-bit operating system, ARM-based processor
Pen and touch Touch support with 10 touch points

[MGSR]

Hello @sfm9999,

Welcome to the Zoom Community! 

Kindly check out this article for troubleshooting video crashing or freezing.

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

[Keith-IT]

We have been dealing with a significant amount of end users with Zoom issues.

Computer models with issues:

Dell Pro 14
Dell Latitude 7450
Dell Latitude 5450
Dell Latitude 5440

On all of these computers the end users utilize Microsoft Teams. Which works with no issues until Zoom is launched. The end users will state the camera is not being seen at all. Which in turns causes the entire computer camera to cease working.

Troubleshooting: I had each end user go into the search box and type in camera. To see if the camera app was functioning. It is not. Same results when going into devices in Teams. Camera is not functioning. From there I went into the Device Manager and uninstalled the camera including the drivers installed.

Couple of things happened. Some users after the uninstall their computer BSOD crashed. Yet after the BSOD and they could login. The camera was working again. Other users after the uninstall was done. A Scan for Hardware changes yielded nothing. Had to go to the Dell website to download the appropriate camera drivers. Just to get it working again.

Yet as soon as the end users go back into Zoom. It either works or the problems continues. I have had some luck with end users rebooting their computers multiple times. It's not an ideal option for them, but unfortunately some trainers for our company utilize this medium.