other people's zoom screen freezing

[CaroleS]

The last couple weeks, other people's zoom screens have started freezing. Other people can see them moving but it freezes on my screen. I'm on a fast Comcast cable internet connection in the same room as the router. Have tried uninstalling and reinstalling Zoom. Am using a Logitech C920 webcam and it is an almost new HP desktop. Anything else to try?

[Dom]

Hi @CaroleS ,

Please try to upgrade your client to our new release: 

https://support.zoom.us/hc/en-us/articles/201362233-Upgrade-update-to-the-latest-version

If this does not resolve the issue right away, please go to Settings - Video - Advanced and disable the hardware acceleration for receiving video: 

Hope that helps and please make sure to mark the solution as accepted if this information is what you needed.

[Rupert]

Hi,

If you are using WiFi - even if you are in the same room as the router - trying switching to a wired ethernet connection directly to your router. 

If you are already using a wired ethernet connection, but you do also have a WiFi connection, trying disabling WiFi on your computer altogether - just as a troubleshooting measure.

If you are running any third-party internet security or firewall software, it could be doing some deep packet inspection or something similar and jittering Zoom. 

Other than that, make sure your Windows video drivers are up to date - either through Windows Update, or maybe an HP-Updater if you have that on your HP machine. 

Hope this also helps.

Rupert