Zoom lagging when laptop on charge

[Cinthya85]

Pavilion - 14-ce3602sa

I am having issues while my laptop is on charge and using Zoom. As soon as I plug it in, the video and sound in the call starts to lag. It always happen without fail for a few seconds, then back to normal until it does it again every few minutes. As soon as I unplug my laptop, it all goes back to normal. 

I have done all updates and am not sure what to try next... Thank you for any help!

[Echo_Lake]

@Cinthya85

Thank you for posting on HP Support Community.

Don't worry as I'll be glad to help, I understand that your Zoom app is not working correctly when the ac adapter is connected. 

This could be happening due to a software driver glitch, to provide an accurate resolution, I need a few more details:

• When was the last time it worked fine?
• Did you make any changes to the settings of your PC prior to the issue?
• Have you tried a different video calling app?

While you respond to that, let's try these steps: 

Hard Reset: Follow steps from the link: https://hp.care/2GnkMa8. (Refer to the removable and sealed battery)
BIOS default:(do not skip any troubleshooting steps even if you feel steps are repeating)

1. Turn off the computer and wait five seconds.
2. Press the Power button to start the computer and repeatedly press the F10 key to enter the BIOS setup menu.
3. On the BIOS Setup screen, press F9 to select and load the BIOS Setup Default settings.
4. Press F10 to Save and    Exit.
5. Use the arrow keys to select Yes, then press Enter when asked Exit Saving Changes?
6. Follow the prompts to restart your computer. 

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[Cinthya85]

Hi there, 

Thanks for this. I have tried the hard reset and the bios default but the problem still persists. 

To answer your questions: 

• When was the last time it worked fine?

It has always done this for as far as I can remember. I started to use Zoom as soon as I got this laptop last year. 

• Did you make any changes to the settings of your PC prior to the issue?

No

• Have you tried a different video calling app?

No

Thank you again, 

Cinthya

[Echo_Lake]

@Cinthya85

Thank you for posting back. 

Firstly, perform Windows Update and HP Support Assistant: (do not skip any troubleshooting steps if you feel steps are repeating) 

To check for updates now, select the Start button, and then go to Settings  > Update & security  > Windows Update, and select Check for updates.

Install updates from HP Support Assistant: Go to Download HP Support Assistant to install the tool.

1. To open HP Support Assistant, double-click the HP Support Assistant icon .
2. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.
3. Click Check for updates and messages to scan for new updates.
4. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.
5. Click the update name for a description, version number, and file size.
6. Select the box next to any updates you want to install, and then click Download and install.

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[Cinthya85]

Thank you for this,

Again, I have tried but the problem still remains on Zoom calls. I have also noticed the same happens (video lagging while laptop is on charge) when watching video on YouTube or Netflix for example.

Thanks for your help

Cinthya

[Echo_Lake]

@Cinthya85

Thank you for posting back. 

I appreciate your efforts to try and resolve the issue.

The last thing I can suggest trying to restore a computer back to the factory default, which will isolate whether it’s a software or hardware issue. 

The HP Cloud Recovery Tool allows you to download recovery software to a USB drive. You can use the downloaded recovery image file in order to install the Windows operating system. 

• Click here: https://support.hp.com/in-en/document/c04758961#AbT3to perform System Recovery (Windows 10) 
• Click here: https://support.hp.com/in-en/document/c06162205 to Use the HP Cloud Recovery Tool (Windows 10)

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.