Zoom is freezing(crashing) MacBook Air with HighOS Sierra

Hi guys, I found similar topic for Mojave, but I still have Air with HighOS Sierra 10.13.6 (17G12034) and when I try to join conference on Zoom, my MacBook Air freezes and the only option is to press the power button for a few seconds to shut it down.

The reason why I'm writing here that I was not happy with answers given by Apple experts in previous threads. Yes - Zoom is 3rd party app, but I'm running it as non-priviledged user, so in my view it is Apple problem as well as if app misbehaves, the worst thing it should happen is that app itself crashes. It should not be able to halt the whole system and affects all other apps nor the system itself...

So this is clearly a bug on the Apple side and there is no point to hide it or dilute the truth.

Apple please fix it!!!

MacBook Air 13", 10.13

Posted on Apr 8, 2020 1:37 AM

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a brody

Level 10

85,308 points

Posted on Apr 8, 2020 6:26 AM

You aren't speaking to Apple here. There are discussions moderators, but if you really want to make a difference, join http://developer.apple.com/ and submit a bug report to http://bugreporter.apple.com/

Note you will need to sign a non-disclosure agreement, and not report any status of the bugs reported to this discussion board.

If you have Automatic Graphics Switching under this System Preference, toggling the setting to the alternative setting might solve the problem:

https://support.apple.com/en-us/HT202043

If you have more than 85% of your hard disk full, or have any memory resident optimizers, both these facets can actually affect your Zoom video. See my tip on nefarious software:

https://discussions.apple.com/docs/DOC-250001907

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20 replies

May 21, 2020 12:14 AM in response to apple_baker

Same issue here also. MacBook Air macOS High Sierra 10.13.6 I've got three students doing WebEx meetings since this pandemic began without any problems. Starting around March 30 to May 8, each student had an hour to an hour-half per meeting. No issues at all. Ever since the Security Update 2020-002 installed May 8, every meeting has froze. Tried everything until I found this thread. Zoom and WebEx? OBVIOUSLY MacOS problem, and Apple SHOULD FIX IT! and ASAP because I need my Asus laptop back from the kids!!

a brody

Level 10

85,308 points

May 21, 2020 2:28 AM in response to _greasemonkey

Check that graphics switching is off in the system preferences for Energy Saver. If it is off, then turn it on, and see if the problem reproduces itself. If it reproduces itself no matter what the graphics switching is set at, check to see if MacKeeper, Advanced Mac Cleaner or any system optimizers which empty the system cache are loaded. Use Etrecheck to find out what’s running in the background, and please start a new topic thread so we can isolate your problem. I know it seems many people are having the same problem, but there are many third party software that get installed inadvertantly just by surfing the web. And having other people involved in your computer’s running, you have to make sure they didn’t accidentally add something not innocuous to your system.

a brody

Level 10

85,308 points

May 21, 2020 9:53 AM in response to _greasemonkey

Security Update 2020-002 addresses these many issues:

https://support.apple.com/en-us/HT211100

It is possible one of these issues triggers the issues you are getting with the software, and the software you are using is not able to work with those issues addressed. What that says is the software you are using needs to look at the same security issues the security update is, and make sure it doesn't try to open the very ports that Apple resolved needed to be closed.

a brody

Level 10

85,308 points

May 21, 2020 10:07 AM in response to a brody

Zoom is uninterested in addressing the issue. They send me a canned reply that the request is closed.

My advice, for anyone who has the time is to reach out to Zoom's forum and let them know you aren't going to accept FAQs.

May 21, 2020 3:35 AM in response to a brody

Thanks for your reply, but i have already isolated my problem to the Security Update 2020-002.

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Zoom is freezing(crashing) MacBook Air with HighOS Sierra