Screen going black in zoom call

Question

Hi,

My surface pro 7 screen goes black randomly while I'm on a zoom call. It usually happens when I'm screen sharing a youtube video.

Why does this happen and how can it be fixed?

Thanks.

Answer 1

Hi JayC80,

Thank you for reaching Microsoft Community.

Kindly try to run these steps first to troubleshoot the issue on your Surface Pro 7:

1: Run Surface Diagnostic Toolkit and check Windows Update

2: Update drivers and firmware

                               Check what is the current OS Build of your Windows version by going to Settings > System > About.

                               Go to Download driver and firmware for Surface, choose Surface Pro 7 then click Download on the next page.

                               Choose the .msi file that matches your current OS Build and click Next.

                               After downloading, run and install the .msi then Restart.

If still the issue persist, please try these steps below:

1: Open Zoom

2: Click your Profile picture then select Settings

3: Select Video tab then click Advanced

4: Look for Use hardware acceleration options and disable them for Video processing, Sending video and Receiving video

5: Go back to Settings page then select Share screen tab and click Advanced

6: Look for the Enable hardware acceleration option again and disable them for both Screen share and Annotations on a shared screen

After doing the steps above, please observe if still the issue persist when using Zoom app. 

Hope this helps.

Answer 2

Thanks. Will try it out.

Answer 3

HI JayC80,

We would like to request for some updates on this concern. Were you able to try the steps provided? Does the issue persist?

Answer 4

Hi,

I tried updating the driver and firmware. So far so good. Before the update, there was no pattern or regular time when I could predict the screen would black out while screen sharing on zoom. I think if it doesn't happen again for the next few weeks, then I would consider the problem resolved.

Thanks.

Answer 5

Hi JayC80,

Thank you for the response. We'll try to wait for your confirmation on the resolution of this concern.

Hope to hear back from you soon.