Troubleshooting Zoom video crashes


If your Zoom video freezes or your camera crashes during a meeting, there are some quick fixes that can help. Common Zoom video conferencing problems are due to device settings, competing applications, or quality issues. This guide will walk you through on what to do if your video or camera is not responding, or if you're experiencing similar problems during your Zoom meetings. 

Note: If you have not already, test your video to confirm that the correct camera is selected and adjust your video settings. If your video is not showing up, learn how to fix camera issues during a meeting.

This article covers:

Prerequisites for diagnosing Zoom video crashes

How to troubleshoot video and camera problems on desktop

  1. Make sure that all other programs that utilize the camera are not using the camera or are closed. This may include pre-installed camera applications, other video conferencing software, or websites utilizing your camera.  
  2. Restart your computer.
  3. Uninstall the Zoom client and reinstall the latest version from our Download Center. 
  4. Visit your device's support and downloads page to update the camera driver:

Windows 10 has a privacy feature that may block Zoom from using the camera, so be sure to check this feature and how to allow Zoom access to your webcam.

  1. Make sure that all other programs that utilize the camera are not using the camera or are closed. This may include pre-installed camera applications, such as Photo Booth and Facetime, other video conferencing software, or websites utilizing your camera.   
  2. Restart your computer.
  3. If your screen still freezes or Zoom still crashes after a restart, check if the camera works in a Mac app, such as Photo Booth or Facetime.
    • If it works elsewhere, uninstall the Zoom client and reinstall the latest version from our Download Center. 
    • If it does not work in any application, contact Apple support. 

Note: If you are on Mac OS 10.14 Mojave and are still having difficulty accessing the camera, check your operating system permissions to confirm that Zoom has access to the camera. 

Linux

  1. Make sure that all other programs that utilize the camera are not using the camera or are closed. This may include pre-installed camera applications, other video conferencing software, or websites utilizing your camera.  
  2. Restart your computer.
  3. If Zoom video or camera still freezes after a restart, uninstall the Zoom client and reinstall the latest version from our Download Center. 

How to troubleshoot video and camera problems on mobile

Android

  • Attempt to start your video by tapping Video. 
    • Switch between the front camera and the back camera by tapping Switch Camera.
  • Check if any other applications are already using the camera.
    • Open recent applications.
      Note: How to open this varies by devices. On some devices you can hold down the home button, while others have a recent applications key.
    • Swipe right to close any applications that are using the camera.
  • Check that Zoom has permissions for the camera.
    1. Open the device Settings.
    2. Tap Applications or Apps.
    3. Tap Zoom.
    4. Tap Permissions.
    5. If it does not list access to take pictures and videos or Camera, tap the option and change the permission from Deny to Allow. 
      Note: Android settings vary between manufacturers and service providers, so these instructions may not exactly match your device. 
  • Uninstall and reinstall the Zoom app. 
    1. Open your device Settings.
    2. Tap Applications.
    3. Tap Zoom.
    4. Tap Uninstall.
    5. Confirm Uninstall.
    6. Open the Google Play Store.
    7. Search for Zoom Cloud Meetings.
    8. Tap Install.
    9. Restart your Android device.

iOS

  • Attempt to start your video by tapping Start Video. 
    • Tap the camera icon at the top of your screen to switch between the front and back cameras.
  • Ensure no other apps are using the camera. 
    • Double tap the home button to view all open apps.
    • Swipe up on any apps that may be using the camera.
  • Confirm that Zoom has camera access.
    • Open your iOS Settings.
    • Tap Privacy.
    • Tap Camera.
    • Toggle Zoom access to on (green). 
  • Restart your iOS device.
  • Delete the Zoom app and reinstall it from the App Store. 
    • Hold down on the Zoom app icon until it starts to move and an X appears.
    • Tap the X. 
    • Confirm that you want to delete the app by tapping Delete.
    • Open the App store. 
    • Search for Zoom.
    • Tap the cloud next to ZOOM Cloud Meetings to download it.
    • Once it's finished downloading, Zoom will appear in your apps.
  • Confirm that the camera is working in other iOS apps, such as the Camera app. 

If you continue to have issues with your camera, download the latest version of Zoom from our Download Center or submit a request to Zoom Support.