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- Zoom freezing and crashing on only this laptop

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05-25-2024 10:23 PM
For the past 2 months, Zoom has been freezing and crashing on my laptop only. Worked perfectly for the past few years. No other devices (including another HP laptop) experience this. I get the "Your Internet Connection is Unstable" message after or during the freeze / crash. If I turn off my camera/video while on Zoom, it doesn't freeze or crash as often. My internet speed and connection are fine - everything else works great. I wonder if there's some setting in my laptop that changed with an update. Or perhaps my internal wifi adapter is problematic. Laptop has 12GB memory installed with 2.95 GB free. Do I need to free up memory? I've tried nearly everything recommended when I search this issue. It has to be something with this specific laptop that changed within the last 2 months. Any advice is welcomed. Thank you
05-28-2024 05:58 AM
Hi @jf721,
Welcome to HP Support Community.
Thank you for posting your query, I will be glad to help you.
There are several potential causes for the Zoom issues you're experiencing on your HP Notebook 15. Here are some troubleshooting steps you can follow to identify and resolve the problem.
Check for Software Updates
- Windows Update: Ensure your Windows operating system is fully updated. Go to Settings > Update & Security > Windows Update and check for updates.
- Zoom Update: Make sure you have the latest version of Zoom. Open Zoom, go to your profile picture, and select Check for Updates.
Network and Internet Settings
- Network Drivers: Update your network drivers. Right-click on the Start menu, select Device Manager, find your network adapter under Network adapters, right-click on it, and select Update driver.
- Wi-Fi Adapter Settings: Adjust power management settings. Go to Device Manager > Network adapters, right-click your Wi-Fi adapter, select Properties > Power Management, and uncheck Allow the computer to turn off this device to save power.
Performance and Memory Management
- Free Up Memory: With only 2.95 GB free, your laptop might be struggling with memory-intensive tasks like video conferencing. Close unnecessary applications and background processes.
- Virtual Memory: Adjust virtual memory settings. Go to Control Panel > System and Security > System > Advanced system settings. Under the Performance section, click Settings, go to the Advanced tab, and under Virtual memory, click Change. Increase the paging file size.
Hardware Check
- Wi-Fi Adapter: Test your internal Wi-Fi adapter. If possible, connect via an Ethernet cable to see if the problem persists. If the issue resolves with Ethernet, consider replacing or using an external USB Wi-Fi adapter.
- Temperature: Overheating can cause performance issues. Ensure your laptop is well-ventilated and clean any dust from the cooling vents.
Zoom Specific Settings
- Disable HD Video: In Zoom, go to Settings > Video, and uncheck Enable HD.
- Disable Hardware Acceleration: Go to Settings > Video > Advanced and disable all hardware acceleration options.
- Video Rendering Method: Change the video rendering method. Go to Settings > Video > Advanced and try a different video rendering method (e.g., GDI, Direct3D11).
Reset Network Settings
- Network Reset: Reset your network settings. Go to Settings > Network & Internet > Status, scroll down, and click Network reset. Note that this will remove and reinstall all your network adapters and reset other networking components to their original settings.
Antivirus and Firewall
- Antivirus: Temporarily disable your antivirus software to see if it's interfering with Zoom.
- Firewall: Ensure your firewall is not blocking Zoom. Go to Control Panel > System and Security > Windows Defender Firewall > Allow an app or feature through Windows Defender Firewall, and make sure Zoom is allowed.
System Integrity
- System File Checker: Run a system file check. Open Command Prompt as an administrator and type sfc /scannow, then press Enter.
Clean Boot
- Perform a clean boot to rule out software conflicts. Type msconfig in the search bar, go to the Services tab, check Hide all Microsoft services, and click Disable all. Then go to the Startup tab and click Open Task Manager. Disable all startup items. Restart your computer and see if Zoom works without crashing.
I hope this helps.
Take care and have a good day.
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Alden4
HP Support
HP Support Community Moderator