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How to change graphics settings to prevent screen going black while using Zoom?

Anonymous
2020-05-18T08:03:53+00:00

When I use Zoom and a colleague shares her screen, my screen will go completely black sometimes, not coming back on. Audio stays on, my camera stays on, she can still see me and we can both still hear each other but my screen is just black. I need to restart my Surface Pro X by long pressing the power button, which is pretty extreme and disruptive.

Zoom offers a fix for "regular" windows users: 

https://support.zoom.us/hc/en-us/articles/202082128-Black-Screen-During-Screen-Sharing

But this doesn't help with the Surface Pro X. 

Does anyone know how to reach the same result with Surface Pro X settings? 

I've gone into Graphics settings, but can only select "system default" "Power saving" or "High performance"for the Zoom app, no other settings are available. Nothing along the lines of "Integrated graphics" mentioned in the Zoom support link.

I hope someone can help!

Surface | Surface Pro | Display and screen

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  1. Anonymous
    2020-06-17T11:26:02+00:00

    Hi,

    We are seeing exactly the same when using a Surface Pro 7. We have added Zoom as a Classic App in the Graphics Performance preference settings, and set the preference to High Performance.. I'll post back on how we get on.

    Cheers

    Neil

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  2. Anonymous
    2020-05-18T22:35:09+00:00

    Hi CeeCeeVrbst,

    Thank you for reaching out to Microsoft Community.

    On the Zoom Support Link you provided, the steps given are for devices that has a dedicated GPU (NVIDIA Graphics) in which the Surface Pro X doesn't have. You may try the "High Performance" option for the Zoom app then observe if issues persist. Surface Pro X is a Windows 10 ARM based device. Please verify with Zoom Support also if the Zoom app version you have is compatible with Windows 10 ARM based device. You may check this link for Surface Pro X app compatibility.

    If this answer your question, we highly encourage you to inform our Community by clicking on Yes or marking my post as an answer. This will help other members who may have the same issue as you. Otherwise, don't hesitate to update us so we can further assist you.

    Kind Regards,

    Marrion Y.

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