Surface Pro 7 randomly freezes while using the Zoom app

Anonymous
2020-03-27T22:55:07+00:00

Brand new surface pro for about 2 weeks and I've experienced some random freezes while using the Zoom teaching app. For some reason, each time this happens the audio continues to work but nothing on the surface screen or keyboard is responsive and I'm forced to shutdown and restart each time. Support recommended that I run a recovery tool but that didn't do anything to fix my problem. Does this sound like more of a Zoom problem or a surface problem?

Anyone else have a similar issue and fixed it?

Surface | Surface Pro | Display and screen

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

0 comments

141 answers

Sort by: Newest
Most helpful Newest Oldest
  1. Anonymous
    2020-08-04T20:20:14+00:00

    Thanks - for the tip - I'll try that. !

    Was this answer helpful?

    0 comments
  2. Anonymous
    2020-08-04T20:11:23+00:00

    [ TEMPORARY SOLUTION]

    Purchase a third party webcam to attach to your laptop (which I know is ridiculous), and Zoom will no longer Freeze upon starting it up. I could not find any solutions or drivers to fix the issue. All we can hope for is Zoom/or Microsoft will fix this issue with an update.

    Was this answer helpful?

    0 comments
  3. Anonymous
    2020-07-27T23:40:01+00:00

    Update: I tried all kinds of solutions, but am now using my partner's Surface Pro 4 for work. It works just fine with the same internet connection.

    There is no solution and since Microsoft has not bothered responding, I had to wing it at a time when I needed my computer more than ever.

    This problem has taught me one thing though, trying to leave the 'Apple-verse' was a mistake. It is worth paying more for that because you cannot put a price tag on efficient and responsive consumer service when you're in a crisis. 

    Hope the rest of you figured out some sort of solutions. Thank you for the responses.

    Was this answer helpful?

    0 comments
  4. Anonymous
    2020-07-26T03:09:35+00:00

    I have experienced this same issue. What i have figured out is that my Surface is getting too hot. I guess streaming video and audio and uploading video and audio is too much. 

    To try and avoid overheating I keep it in a cool room and do not plug it into power while I'm on zoom or other conference call apps. 

    I'm not sure if this is a design flaw or just a sign that i need an upgrade.

    You know, I've noticed the same. It does have a tendency to get a bit warm. I do have a case, but it's a pretty open one and I'm pretty sure it's not due to that.

    Thanks for bringing that up.

    JB

    Was this answer helpful?

    0 comments
  5. Anonymous
    2020-07-26T02:30:18+00:00

    I have experienced this same issue. What i have figured out is that my Surface is getting too hot. I guess streaming video and audio and uploading video and audio is too much. 

    To try and avoid overheating I keep it in a cool room and do not plug it into power while I'm on zoom or other conference call apps. 

    I'm not sure if this is a design flaw or just a sign that i need an upgrade.

    Was this answer helpful?

    0 comments