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

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  1. Anonymous
    2020-04-09T23:22:12+00:00

    Sounds extremely similar to my problems! I ran the diagnostics tool, which was no help. I downloaded a zoom update with bug fixes, tried with the app and without the app, and it didn't help.

    My friends with the same generation surface pro's don't have the same issues and mine was much newer. It seemed like a hardware issue. I returned it and won't be buying another.

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  2. Anonymous
    2020-04-09T21:33:54+00:00

    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.

    Hi Marrion, I wasn’t sure if I was meant to reply yo your post or Kristie’s. If you can please look at my post and advise. Also if you can please advise whether you recommend downloading zoom from Microsoft Store instead of snywhere else? Thanks

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  3. Anonymous
    2020-04-09T21:31:08+00:00

    Also I have noticed that at the time of Zoom freezing, my wired connection disconnects, it then goes to wireless, it then says no internet. This is despite the fact that everyone else in my household continues just fine on the internet, even doing their own zoom meetings while mine is disconnecting. Because it creates some kind of connection problem I can’t open a different online meeting app aa now my internet isn’t working. Then the computer shuts itself down and won’t start up again until I push and hold the start button several times. So extremely frustrating on a brand new computer. Please help!

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  4. Anonymous
    2020-04-09T21:24:59+00:00

    I have the same problem. Glad to hear it’s not just me! Please let me know what works to solve it.

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  5. Anonymous
    2020-04-09T11:56:05+00:00

    Hi. I have a couple of questions:

    1. Which Zoom app is better  to install on Surface Pro 7... through Microsoft Store app or Zoom website?
    2. With a rear facing camera, do you need to be facing the camera in order for others to see you? If so, then I wouldn't be able to see others if I am unable to look at the screen?

    Thank you

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