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Participant videos freezing

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I have used Zoom for over 19 months with no issue. Suddenly, in the last 3 weeks, my clients videos are freezing, I can hear them but can't see them. They can see and hear me. I have tested the internet connection speed and have done the check from multiple locations. I have a feeling this started after my last software update. Anyone else experiencing the same? BTW this is happening with multiple groups of clients.

Thanks!

VA11_2Answer

Community Manager

Hi @CN88_2 Please try adjusting the video settings in Zoom Client -> Settings -> Video -> Advanced -> Uncheck Receiving Video in the section (Use hardware acceleration for), and see if this solves the issue.

Nafi

Partner

Hi CN,

I suggest to uninstall your zoom app first then fresh install new one from https://zoom.us/download for this kind of problems.

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CN88_2Author

Explorer

Thanks for the suggestion. I've done that and will test again.

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Marya

Newcomer

Beste CN

Ik heb hetzelfde probleem, heeft opnieuw installeren geholpen?

Met vriendelijke groet,

Marya

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Marya

Newcomer

geholpen bedoel ik uiteraard.

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madhavi

Newcomer

I am facing exactly same issue. Can Zoom team help on this?

I tried to install new versions but problem still have.

I am using Zoom on Windows 10

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itsphilomena

Explorer

me too!! I have uninstalled and installed several times to no avail and requested a help ticket but no reply

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Gordan_S0jat

Newcomer

Same here...using Zoom for more than a year and now suddenly this start to happen for about a month or so. Reinstalled the app but that didn't help. It's super annoying! No such problems at all at Google Meet. So my bandwidth is ok.

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ajwwong

Newcomer

This is happening for me too.

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KMack

Newcomer

Yes me too. Only recently. A fresh install has not helped. Windows and drivers have been completely updated. I've tried multiple Zoom accounts, various users at the other end of the Zoom call and a variety of webcam/microphone setups. Every Zoom meeting will have users freeze randomly throughout the meeting.

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DebbieNZ

Newcomer

Has anyone got a solution yet? I've gone through all the steps as suggested but problem still exists. As a short term measure I have to repeatedly click on 'view', change it and the participants remain unfrozen for a short period of time. The only common denominator is none of my participants have downloaded the latest version of Zoom.

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CN88_2Author

Explorer

No solution yet...at least one that works! I've been using my mobile phone to conduct the meetings and client videos are not freezing. However this is not ideal as I need to see my clients on a big screen.

No word from the Zoom team!

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karen1

Newcomer

i am experiencing the same over the last few weeks. i have learnt i can unfreeze by clicking the dots then the image but this only lasts for a while then freezes again. find i am constantly doing this throughout meetings. have uninstalled and reinstalled no difference! Is this due to a recent update by zoom?

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