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Distorted video on my monitor and other members monitors.

pcincotta
Newcomer
Newcomer

The video is fine for a few minutes and then the picture breaks up and turns green. 

2 REPLIES 2

BluePhoenix
Newcomer
Newcomer

I'm having the same issue. 

CarlaA
Moderator
Moderator

Hi @pcincotta @BluePhoenix , 

 

Our Engineers have reproduced the issue and found the root cause.
 
The issue is expected to be fixed on the 5.13.5 version which will be released in the coming days.

While waiting for a fix, we have these work arounds that can resolve the issue for the time being:


 
Work Around 1 - Disabling video de-noise in the advanced video settings can avoid the issue.

On your Zoom App, Go to > Settings ( By clicking on the Upper right hand corner 'gear icon')
 
Select ‘Video’ > Advanced > Uncheck  ‘Optimize quality of the video | send with de-noise
 
 
Work Around 2 - Roll back to Previous Zoom Version 5.12.9 (Downgrading to 5.12.9 fixes the issue)
 
Roll back and re-install instructions for Windows
 
First uninstall the current Zoom version (Windows)
 
The following steps should help get the old installation cleared, and get Zoom reinstalled and working for you.
 
Could you please run the CleanZoom application, and then restart your computer when it's finished?
 
Once done restarting please visit this link  

EXE 64-bit:
https://zoom.us/client/5.12.9.10650/ZoomInstaller.exe?archType=x64 this will automatically download the previous version for you.
 
Roll back and re-install instructions for MAC
 
Click on the Zoom Icon at the dock while you have the Zoom Client running.


On the upper left you will see zoom.us, click on Uninstall


Once Zoom is completely uninstalled,  visit this link below to roll back to the previous version.
 
For Intel Processors
PKG: https://zoom.us/client/5.12.9.13190/Zoom.pkg
M1 Processor version:
https://zoom.us/client/5.12.9.13190/Zoom.pkg?archType=arm64

 

 

I hope this helps! Thank you for your patience. 

Carla,
Zoom Community Team


Carla (she/her/hers)
Zoom Community Team
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