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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.

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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.

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DebbieNZ

Newcomer

Thank you for the advise4 - it worked and I had no problems today in the group meeting 🙂 🙂

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Tasha

Newcomer

On my computer the problem is only in one-to-one sessions not in the group ones. Have you tried one-to-one after following the advice? I am going tomorrow

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pietraap

Newcomer

I'm facing the same problem here! I'll try your tips"

Thanks!

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Kiaatstc

Newcomer

Thank you for the tip. I will try it today. Fingers, toes, and eyes crossed.

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anneb

Newcomer

Exactly the same thing here, both on my HP desktop and my HP laptop. I can briefly unfreeze the other client's videos by changing from gallery view to speaker view, or back again. I will try this solution and post again with results.

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VictoriaLF

Newcomer

Yes! Finally! This very thing is happening to me! Is there a fix???

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DebbieNZ

Newcomer

See above for fix - follow the step and it works for groups and individuals

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VictoriaLF

Newcomer

You would think that with so many folks having this very same issue that Zoom would fix it!!! Come on Zoom, I am paying good money!

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robinrgraham

Explorer

if you are paying good money, zoom offers you support, i'm fairly certain. i have the free set-up, so i get no help, except for here.

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karen1

Newcomer

Hi i have followed the instructions for the fix. It is better in that it is not constantly freezing, with me having to unfreeze throughout the meeting. However it will now pause audio and video it will start again on its own but there is then a delay and miss some of what is said. Any advice for this please

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Jamie7

Newcomer

Exact same issue for me too! Only over the past 3 weeks. To survive my meetings, I've been changing the view from "speaker" to "gallery" and it will unfreeze their video, but only for 1-3 minutes. Sooo frustrating.

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robinrgraham

Explorer

Try the solution, it worked for me.

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robinrgraham

Explorer

did the recommended solution work for you? i'm in the process of working with DELL. i need help.

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pbullen

Newcomer

The same thing is happening to me. It started about 4 weeks ago.

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robinrgraham

Explorer

yep. have tried everything. dell was going to replace my motherboard on a 6th-month old computer. i hope the suggested setting change helps. i'll find out tomorrow when i go to work! And...it worked!

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