HP Envy x360 video call freezing

[WillBB]

Hello,

I purchased an HP Envy x360 a few weeks ago, and there has been a continuing issue with using video conferencing software. On video calls on Zoom, Google Meet and other platforms, there is a significant problem every 10 seconds or so, where the picture freezes for 1/2 seconds, then comes back again.

People on video calls with me noted I freeze during this time too, and then come back. It's like the computer needs to  'catch up' with the video data being shared, but this is a relatively high end computer with a good chip (I have the model with the AMD Ryzen™ 5 4500U chip), and it's really disappointing it can't handle video calls of this type easily.

If it can't be resolved, will be looking to get a new laptop, as working remotely with this issue is not really acceptable.

Thanks,

Will

[The_Fossette]

@WillBB,

I reviewed your post and I understand that you are facing issues taking video calls.

Don’t worry, I assure you I will try my best to get this sorted.

• What type of internet connection do you use? (Like Broadband, cable or hotspot)
• What is your internet connection speed?
• What is the product number of your computer?

Meanwhile, I would like to inform you that the video call quality largely depends on your Internet connection speed. You need to have a very fast Internet connection for the video calls to work flawlessly. That said, I recommend you update the BIOS and the graphics driver from the below link and check if it helps.

https://support.hp.com/in-en/drivers

Let me know how it goes and you have a great day!

P.S: Welcome to the HP Support Community 😊

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!

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