Troubleshooting Zoom Issues: Video & Connection Problems

Here's a guide to work through for connection issues, if your camera isn't working, or your call keeps freezing or crashing.

What can you do when Zoom is crashing or keeps freezing? What if your camera isn't working, or you're having connection issues? Here's a zoom troubleshooting guide for you to work through, so you can get back into your Zoom meeting or call!

Related: How to Use Zoom on an iPhone & iPad: All the Functions & Features You Need

Guide to Zoom Issues: Video & Connection Problems 

We've already written a FaceTime guidehow to troubleshoot microphone and speaker issues on Zoom, and how to look good on Zoom and other video conference calls. For more great video call tutorials, check out our free Tip of the Day. Now, let's get started with our Zoom troubleshooting guide. 

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Zoom System Requirements

To use Zoom, you'll need to have the proper hardware and software. Here's a list of Apple devices that are Zoom compatible. If your iPhone, iPad, iPod Touch, or Mac includes the following features and software, you can use it with Zoom. 

System Requirements: iPhone, iPad, iPod Touch

Hardware

  • iPhone 3GS with no front-facing camera, iPhone 4 and later, iPod Touch 4th generation and later, iPad 2 or later, iPad Pro, iPad mini

Software

  • iPhone, iPod Touch, or iPad running iOS 7 or later. 
  • iPad running iPadOS 13 or later.

Browser

  • Safari 5+ or Chrome

Processor

  • 1GHz or greater single-core processor

System Requirements: Mac

If you have a Mac, you'll need to install Zoom Client 5.1.1 and have the following features and software to use Zoom.

Hardware

  • A Mac that can run macOS X with macOS 10.9 or later.
  • Microphone and speakers (Bluetooth, USB plug-in, or built-in).
  • A webcam or HD webcam (Bluetooth, USB plug-in, or built-in).

Internet Connection

Another thing you'll need in order to use Zoom without freezing or crashing issues is a good internet connection. You'll have different needs based on whether you're just attending a webinar or meeting, or if you're presenting or participating. Zoom lists recommended bandwidths here. You can also join a Zoom test meeting to test your internet connection.

If you're not sure how fast your internet speed is, there are lots of speed tests available online. Some popular options include Fast and Ookla

What to Do If Your Video Is Freezing or Zoom Keeps Crashing

We just went over how to make sure you have enough bandwidth for your Zoom call. If your Zoom call does freeze, wait 30 seconds before clicking anything; your computer may resolve the issue on its own. If your call keeps freezing or crashes, here are some other tips for dealing with the problem.

Before Your Call: Close Unneeded Applications

Your computer may not have enough memory and processing power to run multiple applications during a Zoom call. Fully close any application you don't need during your call to prevent Zoom from freezing or crashing during your call.

Check Your Wi-Fi Signal & Router

If you're not close enough to your Wi-Fi router, move closer, so you have five bars and the fastest possible connection. Connect directly via a wired connection if your call is still freezing.

Your router firmware may need to be updated. Check with your internet service provider if it's their router, or with the brand's support site if you own the router.

Adjust Your Zoom Settings

Zoom has settings like Enable HD and Touch Up My Appearance that require more bandwidth from your video connection. (Enable HD is not available in the free version of Zoom.) Turn off these options and see if they help you with your lag/freezing issues.  To turn off Touch Up My Appearance in the Zoom app:

  1. Tap the Settings tab at the bottom of the screen.

    zoom settings tab
     
  2. Tap Touch Up My Appearance and turn it off.

    turn off touch up my appearance in zoom

If you aren't subscribed to Zoom Pro or another paid plan, you don't have HD Video as an option, so you can't turn it off. If you do have a paid plan and need to turn off HD Video on your Mac:

  1. Sign in to your Zoom account.
  2. Click Settings in the menu under Personal.

    click settings
     
  3. Toggle off Group HD video.

    toggle off HD video
     

What to Do If Your Zoom Call Freezes

If your call freezes and doesn't resume, leave the meeting and rejoin again. If the Zoom application has frozen, close it, reopen it, and rejoin the call. If Zoom isn't responding at all, you'll need to force quit the application.

To do this on a Mac:

  1. Use the Force Quit command: press and hold Command, then Option, then Escape, and release all three at once.  
  2. Click Zoom in the menu that pops up, then click Force Quit.  

On an iPhone, iPad, or iPod Touch:

  1. From within the app, swipe up from the bottom of your screen.
  2. This will take you back to Home screen and close the app, thereby hiding it in the background.

Accept Your Limits

If you're having repeated issues with Zoom calls freezing or crashing, there may be certain features that you can't use. As mentioned before, some Zoom capabilities require more bandwidth than others. If your video keeps freezing in a Zoom call, click Stop Video and try audio-only. If the problem is with your internet service provider and you need to use Zoom on a regular basis, it may be time to shop around for another provider that can offer the bandwidth you need. 

What to Do If Your Camera/Video Isn’t Working in Zoom on an iOS Device

Is your camera not working in Zoom? The first thing to check is whether or not it's working in other apps. Open the Camera app to see if it's working normally. If so, the issue isn't with your iPhone's camera, so you can move on to troubleshooting other issues.

Before Your Zoom Call/Meeting

Before joining a call, you'll see a pop-up that gives you two options, Do Not Connect to Audio, and Turn Off My Video. Be sure to leave these options unchecked; you can always turn off your video or mute during the call if you need to. 

Check Your Zoom Camera Controls

First, make sure you've turned on the camera in the Zoom app and that it's facing the right way.

  1. Tap Start Video.

    start video
     
  2. Tap the camera icon at the top of the screen to make sure you're in selfie mode so the rest of the meeting can see you.

    flip the camera

Make Sure the Camera Is Available

Next, make sure that no other apps are using the camera.

  1. Double tap the Home button or swipe up to see all the open apps, depending on whether or not your iPhone has a Home button.
  2. Swipe up to exit out of any apps that may use the camera.

    swipe up to exit apps that use the camera

Check Zoom App Camera Access

Make sure that you've allowed Zoom to access the camera. 

  1. Open the Settings app.

    iphone settings app
     
  2. Tap Privacy.

    iphone privacy settings
     
  3. Tap Camera.

    iphone camera settings
     
  4. Make sure Zoom is toggled on.

    toggle on zoom camera

Restart Your Device

If none of these things has worked, restart your device

Delete & Reinstall the Zoom App

The last thing to try is deleting and reinstalling the Zoom app. From your iPhone's Home screen:

  1. Touch and hold the Zoom app icon until it a menu appears. 
  2. Tap Remove App.

    remove app from iphone
     
  3. Tap Delete App, and Delete again to confirm.

    tap delete app and confirm
     
  4. Visit the App Store and download Zoom again. 

Contact Zoom Support

If you've tried all these troubleshooting tips and the camera or video still isn't working in the Zoom app, contact Zoom support for help. 

What to Do If Your Camera/Video Isn't Working in Zoom on a Mac

These troubleshooting tips are essentially the same as for an iPhone or iPad. The first thing to do is make sure that your Mac's camera is working in other programs, like FaceTime or Photo Booth. If these applications are working normally, move on to the tips below.

Note: If your Mac is running macOS 10.14 Mojave or 10.15 Catalina, make sure Zoom has permission to access the camera.  

Before Your Zoom Call/Meeting

Before joining a call, you'll see a pop-up that gives you two options, Do Not Connect to Audio, and Turn Off My Video. Be sure to leave these options unchecked; you can always turn off your video or mute during the call if you need to. 

Check Your Zoom Camera Controls

  1. If other people can't see you in your Zoom meeting, make sure nothing is obstructing your computer's camera.
  2. Next, check the controls at the bottom of the Zoom window and make sure you see the Stop Video icon. 

    stop video zoom icon
     
  3. If you see a Start Video icon, instead, click it to turn your video back on.
  4. If you click the small arrow next to Stop Video, you can see which camera is being used for your Zoom call, and choose a different one if the one you're using isn't working.

Make Sure Zoom Has Camera Access

To make sure that Zoom is able to use your Mac's camera:

  1. Click the Apple icon, then click System Preferences.

    mac system preferences
     
  2. Click Security and Privacy.

    security and privacy
     
  3. Click the Lock icon and enter your password.

    click the lock icon
     
  4. Click Camera.
  5. Make sure that Zoom and the web browser you're using are checked.

    mac security and privacy settings

Restart Your Computer

Sign out of and close Zoom, then restart your computer and sign back in to Zoom.

Uninstall & Reinstall Zoom

If your camera still isn't working, uninstall and reinstall the latest version of Zoom from the Download Center

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Author Details

Leanne Hays's picture

Author Details

Leanne Hays

Leanne Hays is an SEO Content Strategist and Feature Writer at iPhone Life, and has written hundreds of in-depth how-to and troubleshooting articles. She's a former Associate Editor for iPhone Life magazine, and has written for the Iowa Source, as well as web content for education marketing. Leanne has an associate's degree in education, with a focus on curriculum development, as well as a bachelor's degree in science. She has over nine years of experience with SEO, social media management, and web development and writing. Despite years of web work, Leanne is by no means an early adapter; she's only owned a smartphone for five years, which makes her highly sympathetic to the learning curve of new iPhone owners. She enjoys making reader's lives easier and putting her education experience to work by walking them through the most practical ways to use Apple devices, step-by-step.

In off-work hours, Leanne is a mother of two, homesteader, audiobook fanatic, musician, and learning enthusiast.