Surface Pro 7 randomly freezes while using the Zoom app

After 3 months I finally heard back from Zoom Tech Support!

Here is what they said:

Thank you for the provided information. I would be glad to shed some feedback on the issue you are seeing. From the provided meeting ID, the reason that the device is crashing is due to CPU utilization and this can be viewed from the public Dashboard feature on Zoom.us. Zoom is averaging around 15% CPU utilization and your device is running above 70-80% nearly the entire meeting and even maxes at 100% several times in which the crash occurs. I would advise you to see what other resources are utilizing your CPU usage causing it to max out your CPU. Again, if you would like to CC a Zoom administrator on your account, they can also confirm these findings on the Zoom dashboard and I would be happy to meet if you would like. Please let me know how else I may help you.

Ive tried all the ideas posted herein. The only progress I’ve made is to use an external 3rd party webcam, presumably because it does the video encoding in the camera so reduces demands on the Surface Pro’s feeble graphics processor. I now routinely watch for the GPU overload problem, just in case but the external webcam doesnt use the 3D library, is much better behaved. So far.

For completeness’ sake, yes, I have the latest version of Zoom, the latest Microsoft patches for Surface Pro, I’ve tried turning off various combinations of hardware acceleration, reinstalling, not using virtual backgrounds, etc, etc. 

if this wasn’t a company-issued PC, I wouuld have returned it to the stire as not fit for purpose. Microsoft have a very long-established culture of selling half-baked software and hardware and this is yet another exhibit. Why we tolerate in this day and age defeats me. Buy Apple, it’s cheaper in the long run! :)

Making this adjustment helped to a degree. But I was still unable to have Zoom operate in Gallery mode without seeing the GPU spike to 99-100% utilization. I turned off all of the hardware acceleration options, and that's when I finally saw the GPU utilization drops to below 40%, even with the Gallery mode enabled.

It seems that the Surface Pro, with it's integrated graphics, does not work well with Zoom under "hardware graphics acceleration," which makes some sense since it is not a dedicated graphics card.

I also saw some drastic improvements after disabling all hardware acceleration. My device ran much much cooler even after I connected my charger. These video chips must be running really hot

I have many of the same symptoms (changed over time as we've tried fixes), my IT have tried many things, but no success yet:

1. Zoom will lag (video), then eventually audio goes too. The ethernet I'm connected to (via a Surface Dock) will drop out and it will be on wifi but Zoom not working.
2. The ethernet issue has stopped, but Zoom still lags or crashes
3. GPU runs high (90-100%) but apparently this is completely normal
4. Disconnecting from dock (Surface or 3rd party) seems to help
5. Memory runs high 70%+ even when doing nothing/next to nothing
6. Surface is warm/hot to the touch

Making this adjustment helped to a degree. But I was still unable to have Zoom operate in Gallery mode without seeing the GPU spike to 99-100% utilization. I turned off all of the hardware acceleration options, and that's when I finally saw the GPU utilization drops to below 40%, even with the Gallery mode enabled.

It seems that the Surface Pro, with it's integrated graphics, does not work well with Zoom under "hardware graphics acceleration," which makes some sense since it is not a dedicated graphics card.