The Zoom app stops responding (freeze/crash) when virtual background is changed, or when twenty (20+) or more users are in the meeting.
SUPPORT COMMUNICATION- CUSTOMER ADVISORY
Document ID: c06965418
Version: 1
HP Notebook and Desktop PCs - Zoom Application May Stop Responding (Freeze/Crash) During the Meeting
Notice: The information in this document, including products and software versions, is current as of the release date.The document is subject to change without notice.
Release date : 13-Nov-2020
Last updated : 13-Nov-2020
The information in this document applies to the following:
Applications:
Zoom versions prior to v5.4.2
Notebook Computers:
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HP 13-bb0000 Pavilion Laptop PC series
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HP 14-dq2000 Laptop PC series
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HP 14-dv0000 Pavilion Laptop PC series
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HP 14s-dq2000 Laptop PC series
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HP 14s-dr2000 Laptop PC series
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HP 14s-dy2000 Laptop PC series
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HP 15-dw3000 Laptop PC series
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HP 15-dy2000 Laptop PC series
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HP 15s-dr3000 Laptop PC series
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HP 15s-du3000 Laptop PC series
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HP 15s-dy3000 Laptop PC series
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HP 15s-fq2000 Laptop PC series
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HP 15s-fr2000 Laptop PC series
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HP 15s-fy2000 Laptop PC series
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HP 17-by4000 Laptop PC series
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HP Elite Dragonfly G2 Notebook PC series
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HP EliteBook 830 G8 Notebook PC series
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HP EliteBook 840 G8 Notebook PC series
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HP EliteBook 850 G8 Notebook PC series
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HP EliteBook x360 1030 G8 Notebook PC series
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HP EliteBook x360 1040 G8 Notebook PC series
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HP EliteBook x360 830 G8 Notebook PC series
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HP ENVY 13-ba1000 Laptop PC series
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HP ENVY 13-bd0000 x360 Convertible Laptop PC series
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HP ENVY 13m-bd0000 x360 Convertible Laptop PC series
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HP ENVY 14-eb0000 Laptop PC series
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HP ENVY 15-ed1000 x360 Convertible Laptop PC series
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HP ENVY 15m-ed1000 x360 Convertible Laptop PC series
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HP ENVY 17-ce2000 Laptop PC series
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HP ENVY 17-cg1000 Laptop PC series
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HP ENVY 17m-cg1000 Laptop PC series
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HP Pavilion 14-dw1000 x360 Convertible Laptop PC
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HP Pavilion 14m-dw1000 x360 Convertible Laptop PC
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HP Pavilion 14q-dw1000 x360 Convertible Laptop PC
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HP Pavilion 15-dq2000 x360 Convertible Laptop PC
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HP Pavilion 15-eg0000 Laptop PC series
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HP ProBook 430 G8 Notebook PC series
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HP ProBook 440 G8 Notebook PC series
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HP ProBook 450 G8 Notebook PC series
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HP ProBook 630 G8 Notebook PC series
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HP ProBook 640 G8 Notebook PC series
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HP ProBook 650 G8 Notebook PC series
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HP Spectre 13-aw2000 x360 Convertible Laptop PC series
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HP Spectre 14-ea0000 x360 Convertible Laptop PC series
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HP Spectre 15-eb1000 x360 Convertible Laptop PC series
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HP ZHAN 66 Pro 14 G4 Notebook PC series
Desktop Computers:
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HP All-in-One PC 22-df1000i Desktop PC series
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HP All-in-One PC 24-dd1000i Desktop PC series
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HP All-in-One PC 24-df1000i Desktop PC series
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HP All-in-One PC 24-dp1000i Desktop PC series
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HP All-in-One PC 27-dp1000wi Desktop PC series
Operating Systems:
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Microsoft Windows 10 19H2 (Version 1909)
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Microsoft Windows 10 20H1 (Version 2004)
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Microsoft Windows 10 20H2
To resolve this issue, refer to the following link to download and install the following Zoom update:
New updates for Windows (in English).
Zoom client version 5.4.2 can be downloaded directly from the Zoom official website:
Zoom Download Center (in English).
You can also get the update from the Zoom UI if your computer has not joined a domain. Click on the login name, and then click
Check for Updates.
Hardware platforms affected :
HP All-in-One PC 22-df1000i, HP All-in-One PC 24-dd1000i, HP All-in-One PC 24-df1000i, HP All-in-One PC 24-dp1000i, HP All-in-One PC 27-dp1000wi, HP ENVY Laptop PC 13-ba1000, HP ENVY Laptop PC 14-eb0000, HP ENVY Laptop PC 17-ce2000, HP ENVY Laptop PC 17-cg1000, HP ENVY Laptop PC 17m-cg1000, HP ENVY x360 Convertible Laptop PC 13-bd0000, HP ENVY x360 Convertible Laptop PC 13m-bd0000, HP ENVY x360 Convertible Laptop PC 15-ed1000, HP ENVY x360 Convertible Laptop PC 15m-ed1000, HP Elite Dragonfly G2 Notebook PC, HP EliteBook 830 G8 Notebook PC, HP EliteBook 840 G8 Notebook PC, HP EliteBook 850 G8 Notebook PC, HP EliteBook x360 1030 G8 Notebook PC, HP EliteBook x360 1040 G8 Notebook PC, HP EliteBook x360 830 G8 Notebook PC, HP Laptop PC 14-dq2000, HP Laptop PC 14s-dq2000, HP Laptop PC 14s-dr2000, HP Laptop PC 14s-dy2000, HP Laptop PC 15-dw3000, HP Laptop PC 15-dy2000, HP Laptop PC 15s-dr3000, HP Laptop PC 15s-du3000, HP Laptop PC 15s-dy3000, HP Laptop PC 15s-fq2000, HP Laptop PC 15s-fr2000, HP Laptop PC 15s-fy2000, HP Laptop PC 17-by4000, HP Pavilion Laptop PC 13-bb0000, HP Pavilion Laptop PC 14-dv0000, HP Pavilion Laptop PC 15-eg0000, HP Pavilion x360 Convertible Laptop PC 14-dw1000, HP Pavilion x360 Convertible Laptop PC 14m-dw1000, HP Pavilion x360 Convertible Laptop PC 14q-dw1000, HP Pavilion x360 Convertible Laptop PC 15-dq2000, HP ProBook 430 G8 Notebook PC, HP ProBook 440 G8 Notebook PC, HP ProBook 450 G8 Notebook PC, HP ProBook 630 G8 Notebook PC, HP ProBook 640 G8 Notebook PC, HP ProBook 650 G8 Notebook PC, HP Spectre x360 Convertible Laptop PC 13-aw2000, HP Spectre x360 Convertible Laptop PC 14-ea0000, HP Spectre x360 Convertible Laptop PC 15-eb1000, HP ZHAN 66 Pro 14 G4 Notebook PC
Operating systems affected : Not applicable
Software affected : Not applicable
Support Communication Cross Reference ID : IA06965418
© Copyright 2023 HP Development Company, L.P.
HP Inc. shall not be liable for technical or editorial errors or omissions contained herein. The information provided is provided "as is" without warranty of any kind. To the extent permitted by law, neither HP or its affiliates, subcontractors or suppliers will be liable for incidental, special or consequential damages including downtime cost; lost profits; damages relating to the procurement of substitute products or services; or damages for loss of data, or software restoration. The information in this document is subject to change without notice. HP Inc. and the names of HP products referenced herein are trademarks of HP Inc. in the United States and other countries. Other product and company names mentioned herein may be trademarks of their respective owners.
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