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Zoom meetings freeze-drop packets

robertB
Community Member

Hello, I hope I have the right forum.

 I have a single wifi router/point in my home. I use 5GHZ band channel 36. When using Zoom for my meetings the screen freeze's constantly...I've switched from my laptop to tablet, the same happens. The Google Home app is useless, it gives me plenty of info/speed test which is helpful but no mention of channel switching. All speed test indicate I'm getting my money worth, and have moved my router/point twice, no change...screen freeze. My wifi analyzer shows channel 52-58 open, am I able to switch? Channel 34-48 is so congested.

If all else fails can I get new hardware from Google then send back my old equipment, its the only thing I havent tried. Thoughts please...Thank you.

4 REPLIES 4

nafem
Community Member

It sounds like it is not a bandwidth issue, rather a router configuration problem, either QoS or Firewall config.

Have you reviewed the Zoom network config docs?

https://support.zoom.us/hc/en-us/sections/201740166-Network-and-Firewall

Jhonleanmel
Community Specialist
Community Specialist

Hey there,

@robertB, thanks for posting — let's see what's going on. 

We appreciate the help, @nafem

Are you using a modem/router combo from your Internet Service Provider (ISP)? How many devices are dropping from the network? Also, do you have any paused devices? 

Give these steps a try:
 

  1. If you're using a modem/router combo, set that to bridge mode to avoid double NAT issues.
  2. Make sure that there is minimal to no interference (concrete, bulletproof glass, metal, mirror, etc.) and the points are no more than two rooms apart.
  3. Remove any special characters in your network name and password.
  4. Turn off IPv6.
  5. Change your DNS server into 8.8.8.8 on the primary and 8.8.4.4 on the secondary server. Hit the save/ floppy disk icon on the upper right.
  6. Unplug the power from your Google Wifi devices for 2 minutes.
  7. If the issue persists, try factory resetting your network.

Let us know how it goes.

Best,

Mel

Hey folks,

I wanted to follow up and see if you are still in need of any help. Have you had the chance to try the suggestion above? If yes, how is it?

Thanks,
Mel

Hi folks,

Just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know.

Thanks,
Mel