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
    2020-05-21T00:57:05+00:00

    You will have to act fast - MSFT replaced my first one within 2 months of me buying it and now that doesn't work I am well beyond the 30 day refund period and am EXTREMELY frustrated because it hasn't worked properly for video from Day 1, but because I took their replacement it pushed me past the refund period, so I am out of luck

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  2. Anonymous
    2020-05-20T21:46:53+00:00

    Hi,

    I am having the exact same issue. My wired internet connection disconnects as soon as someone enters my zoom meeting. This is with a relatively new surface pro 7 (less than 6 months old). It then says the internet has disconnected and I am only able to restart my meeting after connecting to WiFi.

    I have tried uninstalling and reinstalling the zoom client, have reset the system, have tried using a different ethernet cable and have checked with a different internet connection in my office. Its always the same.

    I am teaching online and since my family's computers have no such issues (and one of them has an older SurfacePro) I am hoping someone here can help me ASAP, otherwise I will try to get rid of this useless machine and go back to a Macbook. This is very frustrating.

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  3. Anonymous
    2020-05-16T22:29:40+00:00

    Thank you for your reply. 

    I do not have any other application running that would interfere with my WIFI bandwidth. I also have premium service from my internet provider.

    Here's the kicker. Because my brand-spanking-new Microsoft Surface Pro 7 is so problematic, I have had to resort to using my 2014 TOSHIBA laptop with Windows 7. And the TOSHIBA gives me a lot less grief than the Surface Pro. I use it for all of my ZOOM activities. 

    I can only surmise that Microsoft is not anxious to interface correctly with ZOOM because you want to promote your own conferencing service. 

    Once again, Microsoft shows it has no interest in customer service except for what it can extort from its customers once in its grip.

    Thanks for your reply. You did your duty. It solved nothing. Business as usual, I suppose, and we're all SOL.

    John

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  4. Anonymous
    2020-05-16T17:41:35+00:00

    Here is what I learned from Zoom tech support:

    <br>Patricia James-Boatner (CCC TechConnect)<br><br><br><br>May 15, 2020, 2:14:22 PM PDT<br><br><br>Good Afternoon, <br><br> <br><br>At this time there is no known issue from Zoom concerning low bandwidth. This matter sounds like it is with your network and bandwidth. Are you on a wireless network or wired? <br><br>Zoom meetings can demand significant memory and processing power from your computer. Closing other applications, ones you do not need during the session, will help Zoom run better. <br><br> <br><br>Avoid other activities that will steal bandwidth. <br><br>Don't start other bandwidth-intensive activities just before, or during, a Zoom meeting. On your Zoom device—and as much as possible, on other computers and devices that share your Internet connection—avoid: <br><br>· large downloads <br><br>· large uploads <br><br>· streaming video (e.g. Netflix, Hulu, YouTube) <br><br>· cloud backups (e.g. Carbonite, CrashPlan) <br><br>· cloud file synchronizations (e.g. OneDrive, Dropbox) <br><br>· other high-bandwidth activities <br><br> <br><br>Minimum bandwidth is 600kbps (up/down) and recommended is 1.5 Mbps (up/down). They should check their Internet bandwidth using an online speed test, such as nperf, Speedtest, or Comparitech. <br><br> <br><br>Patricia James-Boatner <br><br>CCC TechConnect Support <br><br>******@ccctechconnect.org

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  5. Anonymous
    2020-05-12T15:32:14+00:00

    It happens when there is no case and when it resting on a specific laptop cooler stand (or even resting on a bag of frozen peas!).

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