Video Calls Not Working, Even on Fast Wifi

[LizzieS1]

I am using an HP Pavilion x360 with an i5 operating system and I have been having issues with video calling on platforms like Zoom, Webex, Google Hangouts, and Blackboard Collaborate. Regardless of the number of people on the call or the application/browser I'm using, video will lag and freeze, and audio will cut out so much that I have to call in from my phone. I've tried to view video calls only in presenter mode so that only one person's video will be on my screen and turn off my own camera and microphone, but that doesn't really change anything. Video calls like this work flawlessly on my cell phone on the same Wi-fi, and my roommate has no issues doing video calls on her computer. Even while connecting to a 5GHz Wi-fi, the programs always say I have an extremely poor connection. I do not experience slow internet connection for anything else - I can stream video from YouTube or Netflix just fine - I only experience this problem when trying to do a video conference. Please help!

[praveen196]

@LizzieS1 Welcome to HP Community!

I understand that video calls not working.

What is the product number of your computer? (Ensure you don't share any personal information such as serial, phone number, email ID, etc..). 

Try updating the computer, this will install the latest updates -

Step 1 Windows Updates -

1) In the search box, type, and open Windows Updates.

2) Check for updates.

3) If the updates are available, click on install and restart the computer.

Step 2 Install updates using HP Support Assistant

1. In the search box, type, and open HP Support Assistant. 
2. Check for updates. 
3. If the updates are available, click on install and restart the computer.  

Note: If you do not have HP Support Assistant installed, Click here to download the same.

Keep us posted,

If you would like to thank us for our efforts to help you, 

Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 

Have a great day!

[LizzieS1]

Hi Praveen,

My computer's product number is 7UT48UA#ABA.

I have followed your instructions and updated my computer both from the HP end and the Windows end. This problem is still happening and nothing has changed.

[praveen196]

@7UT48UA 

I understand your concerns.

In that case, I would suggets you perform the system file check.

Please run the SFC scan. you can refer to this Link: https://support.microsoft.com/en-in/help/4026529/windows-10-using-system-file-checker

And also try creating a new user account on your computer.

Go to http://hp.care/2dWJKgW  and follow the steps to create a new user account.

Have a nice day!!