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Explorer
Jul 15, 2022 8:53 PM UTC
Question

Initial Camera Lag Zoom Rooms

Hello, we're having a very frustrating issue with our Zoom Rooms. We have Logitech Tap VU0053's, mini PC's and either Logitech MeetUps or Logitech Rally's (MeetUp seems the worst affected) cameras. Every time a Zoom call starts, it can take up to 30 seconds for the Zoom Room (Logitech) camera to appear. You'll hear the audio, and once connected there's no delay.

 

We've tried moving and changing practically every variable without success. I can't think what else it can be. The only things I can think of are:

 

A couple of the Logitech Tap's have issues

A couple of the Logitech camera's have issues

There's some bizarre inconsistent network issue

 

Please help us out, it's been driving a team of 4 crazy for a week! Has anyone seen something similar?

 

Thanks

 

    9 replies

    YaBoiB
    Employee
    Employee
    Jul 15, 2022 9:47 PM UTC

    Hello @zoomgroom,
    My name is Brandon. Thanks for joining the Zoom Community! Do you have auto framing enabled on the Logitech device? I have seen issues with that in the past. Are you on the latest Logi firmware and Zoom Room software?

     

    Brandon

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    zoomgroomAuthor
    Explorer
    Jul 15, 2022 10:33 PM UTC

    Thanks Brandon, to clarify, I should turn off auto framing?

    Cheer!

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    zoomgroomAuthor
    Explorer
    Jul 15, 2022 10:35 PM UTC

    Ah crap, one of our engineers already tried apparently - any other ideas?

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    zoomgroomAuthor
    Explorer
    Jul 16, 2022 12:51 PM UTC

    bump

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    zoomgroomAuthor
    Explorer
    Jul 19, 2022 11:36 AM UTC

    Final bump attempt, apologies everyone, really negatively impacting our work. 

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    Partner
    Jul 19, 2022 3:49 PM UTC

    Have you updated the logitech firmware?

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    zoomgroomAuthor
    Explorer
    Jul 19, 2022 3:53 PM UTC

    Thanks for reply - sadly all device firmware is indeed up to date.


    Cheers

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    YaBoiB
    Employee
    Employee
    Jul 19, 2022 5:58 PM UTC

    @zoomgroom, 

     It has to be either processing power or a glitch in the DLL files on the machine. Have you attempted to wipe out the %appdata% zoomrooms folder on the machine and then reinstall a fresh, latest software and test again and see if that is the issue. Other than this. I would say that your best bet is to submit a support ticket with Zoom Support and begin troubleshooting this from the log level. Can you export some diagnostics logs from the Rooms? 

     

    Brandon

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    zoomgroomAuthor
    Explorer
    Jul 21, 2022 2:38 PM UTC

    Sadly this didn't work either. Thanks so much for the suggestions though, keep them coming! 

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