Surface Pro 7 randomly freezes while using the Zoom app

I work for a company with a few hundred sales employees who have a Surface device.  We have had to replace over 100 of these Surfaces due to this issue.  We stopped issuing the Surface because it continually has problems when used with Zoom Meetings.  We've tried all the suggestions provided here, running the Surface Diagnostic Toolkit, uninstalling and reinstalling Zoom, and trying it via Ethernet through the Surface dock.  Switching the user to an HP laptop (any model) resolves the issue so it's not related to their home network environment and it is not a Zoom issue.  This doesn't happen with every Surface but enough that we stopped purchasing them and deploying them to our users last year.  If you just recently purchased one and can't get the issue resolved, I'd suggest trying to get a replacement for the Surface, and if you have the same issue on the 2nd one, request a refund and get a laptop instead.

I have the same problem with Surface pro 7 and Zoom not working. Every time I have used Zoom, I completely lose the connection at some point. If I am attending a meeting (not the host) it eventually starts back up. If I am the host, the whole thing freezes, and I have to restart the meeting, I know it isn't my internet connection as I always have my iPad on for the same meeting. I use iPad for video and audio, but would prefer to be able to rely on surface to zoom. Very frustrating.

Using Intel's latest drivers does improve the situation for me. Zoom does not freeze for more than a few seconds and even this happens only if I use the pen. I do have few other problems, the most annoying one at this moment is that it sometimes would not recognize the external display unless I reboot the machine

I've now got reliability by using WiFi not plugged in network via hub.

I am supporting two colleagues who are using MS Surface (one purchased in 2019, one in 2020) are having persistent problems with Zoom meetings and Zoom webinars. I diagnosed the issue as something hardware-related based upon the behavior. After reading the 15+ pages of commentary dating back over a year on this topic, I am convinced I am correct. It could be a overheating issue but likely a graphic card driver issue. I'm thinking the graphics card is part of the main board on these things. Given the lack of response from MS on this topic it leads me to believe it is not something they can fix or are willing to fix. I subtly note that some feedback from MS notes that the devices don't have any problem with MS Teams.

Sadly, I have to agree with a number of the commentators here that MS is to blame and I'm faced with suggesting to my staff that we get rid of these devices and purchase replacements with something other than MS Surface. I am also going to stop recommending the MS Surface to anyone who asks. A big disappointment.

~j

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