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07-12-2021

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Zoom video/audio freezes, indicates slow internet - T14 Gen 1 Laptop (ThinkPad) - Type 20S0

2021-07-12, 21:09 PM

I have a T14 Gen 1 Laptop (ThinkPad) - Type 20S0. I have been experiencing freezing audio/video during Zoom meetings.

I have adjusted all the Zoom settings to minimize bandwidth (no HD, no professional audio, etc.).

Wifi signal strength is strong.

No other devices on the Wifi network are using bandwidth intensive apps/streaming.

I have verified latest wifi adapter drivers installed, latest Windows 10 updates, etc.

Internet speed tests indicate I have 15 Mbps download/6 Mbps upload. This should be adequate for one-to-one Zoom calls.

I have a 5 year old Lenovo laptop that does not have this issue when operating from the same location with same Zoom settings.

 

I have searched around done all the "standard" troubleshooting, but no solution has been achieved. I am frustrated that the 5 year old laptop performs better than my brand new one.

 

Does anyone have any suggestions?

 

Thank you - John

 

 

Moderator comment: Moved to the proper forum. (NateS)

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5657 Posts

08-02-2018

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Re:Zoom video/audio freezes, indicates slow internet - T14 Gen 1 Laptop (ThinkPad) - Type 20S0

2021-07-13, 6:07 AM

Hello JRLyden!


Welcome to community forums

 

 

Which device did you use when you tested the 15Mbps speed? Can you send a screenshot of the wireless driver version under the device manager and the OS version as well under the system information?

 

And also, what are the troubleshooting steps you've done so far aside from the ones mentioned above?


Let us know.

 

 


Jwes_Lenovo



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9 Posts

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Re:Zoom video/audio freezes, indicates slow internet - T14 Gen 1 Laptop (ThinkPad) - Type 20S0

2021-07-13, 14:24 PM

@ Jwes_Lenovo wrote:

Jwes - thank you for your response. Here are the answers to your questions:

 

>>Which device did you use when you tested the 15Mbps speed?

I used the T14 Gen 1 Laptop, as well as another older Lenovo laptop, and a Galaxy S10e Android mobile phone.

 

>>Can you send a screenshot of the wireless driver version under the device manager and the OS version as well under the system information?

Driver screenshot attached.

 

Windows OS information:

Edition    Windows 10 Pro
Version    20H2
Installed on    ‎3/‎12/‎2021
OS build    19042.1083
Serial number    MJ0DCD0X
Experience    Windows Feature Experience Pack 120.2212.3530.0

 

System information:

Processor    Intel(R) Core(TM) i5-10210U CPU @ 1.60GHz   2.11 GHz
Installed RAM    16.0 GB (15.8 GB usable)
Device ID    B07BAD00-4C50-47AF-B9D4-AE076C8AAC49
Product ID    00330-53166-39416-AAOEM
System type    64-bit operating system, x64-based processor
Pen and touch    No pen or touch input is available for this display

 

>>And also, what are the troubleshooting steps you' done so far aside from the ones mentioned above?

Nothing substantial beyond what I mentioned.

  * Ensuring the Wifi signal is strong through proximity

  * Ensuring Zoom settings do not require excessive bandwidth

  * Minimizing other bandwidth use on the wifi network

  * Comparing Zoom performance to another device with same settings - 5 year old Lenovo laptop. The older laptop worked well

 *  I rolled back the wireless adapter driver, but this had no effect

 

Thank you for your attention to my issue!

 

John

 

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5657 Posts

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Re:Zoom video/audio freezes, indicates slow internet - T14 Gen 1 Laptop (ThinkPad) - Type 20S0

2021-07-13, 15:45 PM


How about a video call using other apps to isolate the issue?

 

To get the Wireless driver details, go to the device manager. Expand the network adapter, right-click on the wireless driver then go to the driver tab to get the driver version.

 

Kindly include a screenshot of the display driver details under the device manager.

 

 


Jwes_Lenovo



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Re:Zoom video/audio freezes, indicates slow internet - T14 Gen 1 Laptop (ThinkPad) - Type 20S0

2021-07-13, 16:14 PM
Jwes, I attached the driver screenshot as "Driver details.png" in my previous reply. Can you see it? I have tried Skype with the same issue occurring. Thank you for your help. John
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Re:Zoom video/audio freezes, indicates slow internet - T14 Gen 1 Laptop (ThinkPad) - Type 20S0

2021-07-13, 21:47 PM


Sorry for the confusion. Can you try installing this wireless driver version; 22.50.1 from Intel; https://downloadcenter.intel.com/download/30434?v=t

 

If the issue is the same, kindly send a screenshot of the driver details of the display driver?

 

 

 

Jwes_Lenovo



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9 Posts

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Re:Zoom video/audio freezes, indicates slow internet - T14 Gen 1 Laptop (ThinkPad) - Type 20S0

2021-07-14, 17:24 PM

I had a one hour Zoom call with 2 or 3 instances of freezing video/audio, lasting about 20 seconds each.

 

This is better than recent experience, when it was more frequent and made it impossible to conduct the call.

 

I'd still like to get to no freezing. I'm attaching a screen shot of the updated driver (per your instructions).

 

BTW - I have been using the Lenovo Vantage program to ensure my is current. I'm not sure why this more current driver available that was not downloaded before.

 

Thank you,

John

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9 Posts

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Re:Zoom video/audio freezes, indicates slow internet - T14 Gen 1 Laptop (ThinkPad) - Type 20S0

2021-07-16, 15:14 PM

Jwes,

 

I had additional Zoom calls with the video/audio freeze issue still occurring.

 

Did you review the adapter/driver details?

 

Do you have any other suggestions to address this?

 

Thank you,

John

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5657 Posts

08-02-2018

Philippines

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Re:Zoom video/audio freezes, indicates slow internet - T14 Gen 1 Laptop (ThinkPad) - Type 20S0

2021-07-16, 15:21 PM


You've provided the wireless driver details, not the display driver details.


Let us know.

 


Jwes_Lenovo



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9 Posts

07-12-2021

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  • Message 10 of 15

Re:Zoom video/audio freezes, indicates slow internet - T14 Gen 1 Laptop (ThinkPad) - Type 20S0

2021-07-16, 16:03 PM

Sorry, I guess I was reading too fast.

 

I've attached the display driver details.

 

Thanks,

John

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