RingCentral Meetings desktop app freezes a few seconds after video starts

  • 3
  • 5
  • Question
  • Updated 2 months ago
  • In Progress
When I start a call and turn on video on my desktop app, the video freezes. The app has permissions to access camera so not sure what is causing this. Please help troubleshoot.
Photo of Meenakshi Gaur

Meenakshi Gaur

  • 130 Points 100 badge 2x thumb
  • frustrated

Posted 3 months ago

  • 3
  • 5
Photo of Kyle van de Kamp

Kyle van de Kamp

  • 200 Points 100 badge 2x thumb
Are you on a Mac or PC? I'm currently working with support with this issue on a Mac that has the 2020-002 security update released on the 24th. I am interested in how wide spread this issue will become if you are in this subset. Updating to catalina fixes the issue, but unfortunately we cannot do that update yet.
Photo of Bruno

Bruno

  • 80 Points 75 badge 2x thumb
I have the video freezing problem on an older Macbook Pro running Mojave, I also would like to avoid an update to Catalina. 
Photo of Meenakshi Gaur

Meenakshi Gaur

  • 130 Points 100 badge 2x thumb
I'm on a PC.
Photo of Jenn

Jenn, Official Rep

  • 2,208 Points 2k badge 2x thumb
Hello Everyone!

I would suggest uninstalling ad reinstall the app if this won't work, please create a case so that our phone support will be contacted you at your most convenient time. 



Thanks! 
I tried the uninstall and reinstall and the situation persists.

Mac Mojave 10.14.6. with latest RC and RC Meetings installation.  Freeze, video freeze, and ultimately machine stops running period.
Photo of OneClick Solutions

OneClick Solutions

  • 100 Points 100 badge 2x thumb
I have several users reporting this as well--all on Macs. Some freeze as soon as the meetings are started and some will randomly freeze during the meeting, with audio continuing to work. The machine becomes unresponsive, although the cursor is able to move. The meeting cannot be Force-quit and the only way to regain control is to restart the machine with the key combo.
Photo of Mike Beck

Mike Beck

  • 110 Points 100 badge 2x thumb
Same here... on a 2015 iMac running Mojave. Many video meetings I am on the screen freezes completely (no moving cursor or ability to force quit the app... hard restart is all that works). Right before the freeze, my camera goes weird and shows a green screen. Audio remains functional so I can complete the meeting, but then I have to unplug my computer to restart. Began happening a week or so ago.
Photo of Mary Rose

Mary Rose, Official Rep

  • 4,366 Points 4k badge 2x thumb
Mike, please open a case to further check this issue.


Photo of Meenakshi Gaur

Meenakshi Gaur

  • 130 Points 100 badge 2x thumb
On my Windows 10 PC - following these steps fixed the issue. Turns out this was not a RingCentral issue but a Windows issue.
https://www.windowscentral.com/how-fix-webcam-freezing-issue-windows-10-anniversary-update