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
    2020-07-02T14:39:29+00:00

    Did you ever figure this out?  I have the same issue.  I have to disable the internet, then re-enable it every time that Zoom or Skype freezes.  I've been using my daughter's Kindle Fire Kids because it doesn't have this issue.

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  2. Anonymous
    2020-05-30T06:23:53+00:00

    Hello all.  I have a company with about 50 people.  We use a Zoom competitor, web-based video meeting system.  

    8 of the 50+ computers are Surface Pro 4,6  and 7.  Only these 8 computer have a similar issue being reported .  

    specifically,  when doing a screen share from one of these computers,  and then stopping the screen share,  the browsers lock.  Audio continues.  You have to close the entire browser to exit as nothing works.

    Hoping there is an answer somewhere?

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  3. Anonymous
    2020-05-26T17:12:23+00:00

    I am facing the same issue. Brand new surface pro 7. My GPU spikes to 100%...even when zoom isn't running. I also have issues where the whole computer lags massively even though the CPU is at 30% and RAM at 50%. Most recently during zoom calls all my screens go black and there's nothing I can do. The audio still works, and people can still see me via my camera, but I can't get the screen on again. Please solve this!

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  4. Anonymous
    2020-05-21T23:27:11+00:00

    Hey Everyone,

    I have been having this issue with a few of our Surface Pro 6's, I looked all over the internet trying to figure out what is wrong. Below is the steps i tired:

    All of this had not helped.

    One thing that I noticed was I was having this issue in Zoom where the Camera would freeze causing Zoom to crash. I tested with the native Camera application in Win 10 and i was having the same issue.

    In Event Viewer i was getting an error about the Windows Camera Frame Server crashing, investigating more if found that the resource usage in Taskmanager would spike for this service right before it would crash.

    I found the below mention of a driver update for the camera so I manually upgraded to Win 10 1909 and the issue was solved.

    http://thewindowsupdate.com/2019/05/27/surface-family-may-2019-firmware-and-drivers-update/

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  5. Anonymous
    2020-05-21T13:57:44+00:00

    Similar Problem on Surface Pro 7. When running a Zoom call, using the latest downloaded Zoom application, will suddenly start freezing, dropping frames and audio. The performance monitor always shows the GPU maxxing out at 100%, on 3D. Also, if connected on hard line, the network will reset and revert to wifi. Colleagues with Surface Pro 7 have similar problems. Zoom will keep going but is unusable. As soon as Zoom call is finished, the GPU utilisation returns to normal. I have to revert to using my iPad for all Zoom calls (which performs flawlessly, as you'd expect). A fix would be great.

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