technical support tickets keep getting closed and marked as solved instantly

[ruigol]

my technical support tickets keep getting closed and marked as solved instantly with no comment or anything, what is that? I cant get access to the live chat support, my tickets are ignored and marked as solved, how am i supposed to report a problem with this kind of system????

My issue is that a meeting recording keeps crashing while trying to convert it. I've tried all the troubleshooting steps to no avail, reporting the issue doesnt seem to be a thing and neither does getting any support. Not impressed at all. Won't be surprised if this post gets deleted too.

[Ray_Harwood]

Welcome to the Zoom Community, @ruigol.

What type of account do you have, Basic or Licensed?

[shearers]

Hi Ray,

I'm not that guy, but have the same issue right now and have a basic account.

[Ray_Harwood]

Welcome to the Zoom Community, @shearers.

I’m not a Zoom employee, and don’t really know the “official” answer to this. But I’ve heard  of situations where a person continuously sends tickets on the same topic, often complaining a lot rather than contributing technical information that would directly contribute to a solution. These types of tickets can be closed without response, I believe. 

I’m not saying your tickets are like that, just a suggestion to step back and look at your tickets to see if they’re really “business-like” and contain enough information that the support agent can actually formulate a helpful answer.

[shearers]

Thank you, Ray.

It was very professional and clear. Stated error message and provided computer specs. The automated denial happens within milliseconds of submitting the ticket.

The weird thing is that it states the following when sending the denial email, even though I’m logged in: “Our records indicate that the email address provided in the request is not associated with an active Zoom account so we are unable to respond to your open ticket.”

Anyhow, maybe you can help me with the issue below? If not, no worries.

I cannot access Zoom meetings. I keep getting the error message "Your system is running under a lower performance. Please close other applications” and then the program stops responding... However, I have no other applications open, the Task Manager shows the CPU usage as low, and my computer is brand new (specs below). I have uninstalled and reinstalled the application, plus restarted my computer multiple times. No luck.

Lenovo ThinkPad T14s Gen 6 AMD

AMD Ryzen™ AI 7 PRO 360 Processor (2.00 GHz up to 5.00 GHz)

32GB unified memory

Thank you.

[shearers]

Thank you, Ray.

It was very professional and clear. Stated error message and provided computer specs. The automated denial happens within milliseconds of submitting the ticket.

The weird thing is that it states the following when sending the denial email, even though I’m logged in: “Our records indicate that the email address provided in the request is not associated with an active Zoom account so we are unable to respond to your open ticket.”

Anyhow, maybe you can help me with the actual issue below? If not, no worries.

I cannot access Zoom meetings. I keep getting the error message "Your system is running under a lower performance. Please close other applications” and then the program stops responding... However, I have no other applications open, the Task Manager shows the CPU usage as low, and my computer is brand new (specs below). I have uninstalled and reinstalled the application, plus restarted my computer multiple times. No luck.

Lenovo ThinkPad T14s Gen 6 AMD

AMD Ryzen™ AI 7 PRO 360 Processor (2.00 GHz up to 5.00 GHz)

32GB unified memory

 Thank you.

[tannenba]

Hi @shearers ,

I have the same laptop (T14s Gen 6 AMD) running all the latest software (both Windows Update and Lenovo Update all good) and had the same problem.  I solved it by uninstalling the camera driver and reinstalling it as below.  I don't think the issue is specific to Zoom; other applications that tried to access the camera also had problems.

I fixed it by opening up the windows Device Manager, then opened Cameras, then did a right click on "Integrated Camera" and selected "Uninstall Device".  In the uninstall integrated camera device window, I checked "Attempt to remove the driver for this device" and hit the Uninstall button.  You then need to reboot (restart windows) to complete the uninstall process.  Upon reboot, windows will complete uninstalling the driver.  It will then notice a new camera device and ask you to reboot (again) to install the driver.  After the second reboot, all applications attempting to use the camera again were happy again, including Zoom.

Hope the above helps you, it certainly helped me.  Hopefully Microsoft (or Lenovo?) fixes the bug in the camera driver that is causing this in an upcoming update.