Surface Pro 7 randomly freezes while using the Zoom app

I have the same issue with a Surface 3, but I just heard from a colleague that she is having this happen with a Macbook.

Has anyone had this happen with other video conferencing solutions? For example:  Skype/Teams or Google Meet?  I am having it happen frequently with Zoom - It just maes the whole machine run REALLY slow and then the audio/video gets really choppy and the machine stalls.

I need to use Zoom or that ilk as I require Breakout rooms to be part of functionality and Skype/Google meet doesn't support that.

I also have a new Surface Pro 7 and I need it for teaching online. My old computer was a Toshiba laptop with Windows 7.

The Surface Pro is a major disappointment! It loses connection with Zoom several times in one session. I seem to lose connection as I navigate around the Zoom features. 

The Toshiba did not lose connection. I am back to using it for my Zoom sessions. 

Microsoft support says to run a diagnostic test, upgrade with the latest apps, or contact and complain to Zoom. These are FAKE replies. 

This is unacceptable. This is dereliction of service and quality standards.

Microsoft should work with Zoom NOW to fix this problem. Thousands of professionals need the surest connection and service at this time.

Microsoft is SHIRKING its responsibility.

I have over 1700 colleagues in the Seattle college system who need to know that Microsoft Surface Pro 7 is a FAILURE and LIABILITY. And that Microsoft cannot be counted on to fix this urgent problem.

I wish I had never bought this product. I have too much data loaded on the Pro to dump it. 

WARNING TO ALL PROFESSIONALS: Do not purchase Microsoft Surface Pro 7. 

JuniorNelson

Hi Haiachi7,

Thank you for reaching out to Microsoft Community.

Have you tried checking with Zoom if they have an updated version of the app?

Where did you install the Zoom app, from the Microsoft Store app or through Zoom website installation?

I'm not sure if you have tried but if not, please try these steps to troubleshoot the issue:

1: Run Surface Diagnostic Toolkit and check Windows Update

2: Run System File Checker Tool in Windows 10

If this answer your question, we highly encourage you to inform our Community by clicking on Yes or marking my post as an answer. This will help other members who may have the same issue as you. Otherwise, don't hesitate to update us so we can further assist you.

Kind Regards,

Marrion Y.

I am sorry that I purchased this Surface Pro 7. I lose Zoom everytime I use its features.

I have better performance from my 2016 Toshiba with Windows 7.

Come back Windows 7!

The Surface Pro troubleshoots the internet connection and says that it repaired the Gateway connection. 

What is a Gateway connection that needs fixing?

Please give us a real fix and not fake diagnostics.

Junior Nelson

Did anyone get an answer!?? That actually works?!!

I have a surface pro 4, works fantastic, but as soon as I use Zoom, my internet start being unstable( a little box keeps popping up saying "your Internet is unstable"). I have used Ethernet cable directly to the modem and no difference.

I was thinking to upgrade to a newer surface, but there is nothing wrong with what i have now, and looking at your comments seems that the problem continues with the surface, and not with zoom.

My wife has a Lenovo with an amd, super lower end, and we have run them side by side, mine freezes momentarily, also displays the "unstable internet" and her's, despite the lower quality of everything else, keeps working well with no issues. 

To bad, i really wanted to upgrade, i might have to go another direction.

I have run the "Surface Diagnostic Toolkit" thing suggested here, and no difference.

Is there another way to fix that?

I have a NEW Surface Pro, and I lose Zoom every time I try to navigate its features. Then the WIFI troubleshooter fixes the connection and indicates that there is a problem with a GATEWAY feature.

What is a GATEWAY feature that needs fixing?

I am VERY DISSATISFIED with Pro 7. I would return it but it has too much other data on it.

I am sorry that I purchased this thing.

Junior Nelson

Am having the same issue with my Lenovo laptop, works fine when off zoom but crashes randomly when on zoom or closing zoom. Same issue with not being able to do anything except hard shutdown.