Zoom crashes Laptop when starting external camera

[klicgf]

Our environment is Lenovo laptops running Windows 11 Enterprise 23H2. Connected to a docking station with 2 monitors and external Lenovo webcam. 

Ever since the release of version 6.4.0, ever time we start the video using the external camera, the laptop crashes or freezes. It doesn't happen when using the built-in camera. We ruled out that it's not the dock station since we have different models of docks and we've also plugged the external camera directly to the laptop. It has happened to over 50 users in our company. The other workaround is perform the following in Zoom. It's a workaround, not a fix. Is Zoom going to address this issue?

1.      Select your profile picture in the top-right.

2.      Click Settings.

3.      On the left-hand menu, select Video.

4.      Click Advanced.

5.      Beneath Use hardware acceleration for, uncheck all the options.

1.      Launch Zoom Client.

2.      Open its Settings and select Video from the left side.

3.      Click Advanced and then select Direct3D9 in the Video Rendering Method drop-down menu.

4.      Leave other options to Auto.

5.      Restart Zoom

[thayes1]

My company is also having this issue with several users. In versions 6.4 and 6.4.3, zoom crashes when using external camera but works with built in laptop camera. The workaround I've tried is reverting to version 6.3.