Zoom Crashes on Surface Pro 9 : Are you the Genius that can solve this?

[nankisingh]

Calling All Tech Sleuths: Zoom Crashes on Surface Pro 9 – The Unsolvable Puzzle?

Dear Zoom Community,

I’m putting out a global tech SOS. This isn’t your average “have you tried turning it off and on again?” scenario. This is a call to the rare breed of digital detectives who get excited when a problem refuses to die.

Here’s the sitch:

The Case File:

• Device: Microsoft Surface Pro 9

• Processor: 12th Gen Intel(R) Core(TM) i5-1235U @ 2.50 GHz

• RAM: 8 GB (7.83 GB usable)

• OS: Windows 11 Pro (64-bit)

• Touch Support: 10-point multitouch & pen

The Problem:

Zoom crashes every single time I try to use it. Especially when sharing my screen, but even without. Not once, not twice—this has been going on for weeks. Clean installs? Tried. Device resets? Done. Even reinstalled Windows. Fifteen times. (Yes, I said 15.)

The crash behavior persists regardless of whether I:

• Join with or without video

• Log in via browser, app, or guest

• Use different Wi-Fi networks

• Disable hardware acceleration

• Clear cache/temp folders

What’s Been Tried (Extensively):

• Fresh OS installation (Windows 11)

• Full wipe & reinstall of Zoom

• Driver updates (from both Microsoft and Intel sources)

• Running Zoom as Administrator

• Closing all background apps

• Creating a fresh user profile

• Running Zoom in Safe Mode

• Adjusting virtual memory (paging file)

• Ensuring no 3rd party antivirus or firewall interference

Even tried this Reddit tip:

Set Zoom to Windows 8 compatibility mode via c:\users\[username]\appdata\roaming\Zoom\bin\zoom.exe.
Right click on it, go to the compatibility tab, check the option to "Run this program in compatibility mode for:" and select "Windows 8" in the drop down

But:
In Windows 11, the compatibility mode options for Zoom don’t appear in the right-click > Properties menu. Either Microsoft stripped them out, or Zoom’s new structure doesn’t allow it.

Support Wall Hit:

• Zoom Support: Non-responsive or stuck in scripted loops.

• Microsoft: They’ve effectively said, “We don’t know either.”

• Surface Diagnostics Tool: Shows everything’s fine.

• Zoom logs: Crash logs unclear / inconclusive for layfolk (but I’ll happily share them with anyone who wants to take a crack).

So… Geniuses of the Internet:

If you love unsolved tech mysteries, this is your invitation. If you’ve got a Surface device, Zoom insights, or a knack for deep-level Windows debugging—I need you.

I’ll buy you a (virtual) coffee and sing your praises across every subreddit, forum, and Zoom townhall I can find.

Let’s solve this together.

Comment below if you want crash logs or are curious to dive deeper. I’ll provide whatever you need.

The game is afoot.

Till date nobody has been able to solve this problem!! Let's see if you're able to!

[Eliot]

hi @nankisingh 

have you followed microsoft's suggestions?

https://support.microsoft.com/en-us/surface/surface-camera-not-working-682bd2c5-99dc-45c3-a0b1-ebee2...

what is your Windows 11 Pro:
Version, i.e.  24H2
OS build, i.e.  26100.4202
Experience Windows Feature Experience Pack, i.e. 1000.26100.107.0

what is your version of zoom workplace app, i.e. 6.4.12

have you tried a test zoom meetings session?

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0063307

is your surface pro using a wired connection to your gateway or router?

thanks,  eliot

[nankisingh]

Hi Eliot,

My Zoom Version: 6.4.12 (64384)

Windows is :

Version, i.e.  24H2
OS build, i.e. 26100.4061

Experience Windows Feature Experience Pack 1000.26100.84.0

Yes, I have followed Microsoft's suggestion.

I didn't know about a test zoom meetings session. I will try this too. Thanks.

Having said that, my zoom experience is still poor and I don't think this will solve it. Any suggestions on how to resolve it?

Thanks,

Nanki

[AC50]

Hello, I am having exactly the same issue with my Microsoft Surface Pro 9, I have already tried everything suggest but unfortunately it's not working and zoom keeps crashing every time, especially when sharing the screen. Is there any way to solve this problem? Thanks! 

[AC50]

Hello everyone, I am having exactly the same issue with my Microsoft Surface Pro 9 and I have tried everything already suggested, unfortunately nothing works. Is there any way to fix this? Thanks!

[helenew]

I am having the same problem with zoom crashing in the middle of a presentation and now the video isnt working.