HP Pavillion Laptop 14 CE0xxx lags and freezes on Zoom, Microsoft Teams etc

[joncolman]

Hi, My HP Laptop freezes whenever I attempt to use it for Zoom, Microsoft Teams or Cisco Webex video calls.     This is a problem specific to this laptop and is not related to my Broadband signal, bandwith, wifi connection/ modem router etc  because the three other (much older)  laptops we have at home (two are also HP)  all work fine with video calls and I have a new modem router that is less than 2 months old (purchased to see if it improved the situation)

My laptop with the problem is running:

Windows 10 64bit including latest update

Processor:  Intel(R) Core(TM) i5-8250U CPU @ 1.60GHz 1.80 GHz,   

RAM:  8GB (7.88 useable)

Drive 250 SSD

Network Adaptor:  Realtek RTL8821CE 802.11ac PCIe Adapter

Internet works fine for light gaming, streaming videos etc, just video meetings are not possible due to lagging/freezing.

Any thoughts as to what might be the problem would be gratefully received.

[praveenbv]

Hi@joncolman, Welcome to the HP Support Community!

I understand you have freezing issues with your PC.

Don't worry I'll try to help you out.

Did you make any hardware or software changes on your PC?

Try updating the BIOS and chipset driver on your PC and check if it helps.

1.Updating the BIOS  & Windows updated

You can try updating the drivers using HP support assistant.

Refer this article to know more information about using HP support assistant.

If the issue still persists after trying out the steps try the steps recommended below.

Use the steps in this section to help find the cause of the lockup:

Disconnect all devices to the PC with the exception of keyboard and mouse and/or monitor required for minimal use.

Remove any discs from the CD/DVD drives.

If Windows becomes active again, clean, repair, or replace the disc. Troubleshooting is complete.

If the lockup persists, continue troubleshooting using these steps.

While holding down the Alt key on the keyboard, press the F4 key to close the application.

If Windows becomes active again, the problem is related to an application. Save your work and restart the computer. Remember the name of the application that stopped responding or caused the error. Update or remove applications that continue to lock up. Troubleshooting is complete.

If the lockup persists, continue troubleshooting using these steps.

Press the Ctrl+Shift+Esc keys to open Task Manager.

Review the list of applications under Processes and look for applications that have stopped responding. Make a note of the names of those applications or programs.

Select an application that is not responding, and then click End Task.

A Microsoft Windows error message might appear: Windows Explorer has stopped working. Windows may check to see if there is a solution for the problem or prompt you to close the program. Or, if you see If you can’t see the taskbar and desktop icons, press Windows key and type Explorer….”

If you can’t see the taskbar and desktop icons, press the Windows key and type Explorer in the field and click OK to restart File Explorer.

Continue clicking End Task for applications that are not responding until all unresponsive applications are removed from the list.

Refer this article to further troubleshoot lock up or freezing issues with PC.

Hope this helps! Keep me posted. 

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Have a great day!