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
    2020-10-02T02:16:05+00:00

    It is just incomprenensible that microsoft will not engage with this issue. My school bought 20 surface Pros in april especially for the purpose of helping math teachers teach via zoom. These machines are expensive and were expected to be quality products.Personally i gave up and bought an ipad because i couldnt ask school for it after all the money spent on the pros. - teaching online is hard and having a machine that regularly bails out mid session is impossible. Microsoft should remedy the situation. 

    Very disappointing and dismaying that they have not done that yet.

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  2. Anonymous
    2020-10-02T02:30:03+00:00

    I have the same specs and the same issues. Better specs won't help, my colleague sitting next to me on a 3 year old dell laptop has half the processing power and no issue. (Her CPU and Memory will run at almost 100% and no issue). We have fast internet at work, same at home, issues both places.

    The issue is the Graphics card I believe. I'd give up on a Surface Pro if Video Conferencing :(

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  3. Anonymous
    2020-10-02T02:47:06+00:00

    The issue seems to be due to the GPU hardware acceleration in Microsoft Surface Pro, as some users have reported. I had issues with Surface Pro crashing not only with Zoom but also with Microsoft Teams. The "fix" is to disable hardware acceleration in the Video settings in Zoom.  Click on Settings, select "Video", and then click on "Advanced." Make sure you uncheck "Enable hardware acceleration" on all three. See the screenshot below. 

    If you use Microsoft Teams for web conferencing, a similar fix seems to work by disabling hardware acceleration in Microsoft Teams.

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  4. Anonymous
    2020-10-02T02:55:07+00:00

    Simple as that?

    My IT tried that. No success...

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  5. Anonymous
    2020-10-02T04:23:13+00:00

    This didn't fix the problem for me. I had to get a new computer. I still have the Surface Pro 7, but can't rely on it for Zoom.

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