Question Zoom caused BSOD ONLY while connecting to outschool

Bubunya

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[Moderator note: Edited post to break up solid paragraph of text.]

Evening

So here is a problem. My kid has laptop, TUF17, i5 11th gen, 32GB ram 3050Ti. About a month ago this laptop start crashing every time kiddo in a meeting with teachers. Within first 5 min it goes all the way to BSOD.

But here is a funny thing. We've been running test meetings for hours with different configuration, with and without headsets, with external and internal camera, with and without sharing screen, and didn't get a single crAsh. Testing between rigs inside our house and asking friends to join.

Nothing. Runs as smooth as it could.

As soon as lesson starts, it BSOD. It's not overheating or overloading, been monitoring it while my kid was on meeting. Run memory test, system test for corrupted files, boot drive test for bad sectors, every possible test - nothing and zoom keeps crashing only while running meeting with teachers.

Every time dump file shows different errors, there wasn't two identical since it starts. There is NO errors in event log before crAsh. Tried all different configurations for zoom, enabled and disabled hardware and codecs, with or without headsets, with or without screen share etc etc and still can not replicate that problem.

Last time we run it for almost 4 hours non stop with people joining and leaving, with and without share screens, any possible configurations and can not get to the point when it will BSOD.


Well, I even did fresh windows install, again, with all updates, been testing zoom with friends whole weekend, hours of streaming. And it's all for nothing - few hours ago my kiddo join meeting with teacher and... Laptop BSOD'ed again.

At this point I am lost and run out of ideas what is goin' on. Really need your help....

UPDATE:
Laptop ASUS TUF17 FH706HC (2 months old)
OS Windows 10 Pro 21H2
CPU i5-11260H @ 2.60GHz
RAM G.SKILL Ripjaws Series 32GB (2 x 16GB) F4-3200C22D-32GRS
GPU RTX 3050 4GB
Drive 1 Boot drive SK HFM512GD3JX013N 512GB
Drive 2 Secondary drive Sabrent Rocket Q 2TB SB-RKTQ-2TB
Only system and soft/apps installed on boot drive, secondary drive 1/30 full.
 
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Ralston18

Titan
Moderator
Clarify: "crush" - do you really mean "crash"?

What software is being used to "meet" with teachers? I believe Zoom but please verify.

First: update your post to include full system hardware specs and OS information.

Include PSU: make, model, wattage, age, condition.

Disk drive(s): make, model, capacity, how full?

Second; look in Reliability History and Event Viewer for any error codes, warnings, or even informational events that correspond to the laptop crashes (crushes).

Third:

"We've been running test meetings for hours with different configuration, with and without headsets, with external and internal camera, with and without sharing screen, and didn't get a single crush. Testing between rigs inside our house and asking friends to join."

Why are you not using the successful configurations that do not crash?
 

Bubunya

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Evening.
Crashed means BSOD, as was mentioned in topic and post. Been monitoring temp and load on CPU, GPU and ram and everything runs without any spikes till the moment it crashed and BSOD.
Software is ZOOM.

There is nothing in Event viewer before crash. Not a single critical error or warning.
Sure there is Kernel error after, as usual. And bunch of warnings after BSOD.
I've been monitoring dump files and every time there is new error.
Installed fresh system, all drivers up to date, all windows updates up to date.
Memory tests, boot drive scan for bad sectors, system check for corrupted files etc - nothing.
Came out clean.

We did not using successful configuration simply 'cos there is none.
It's hard to explain, but BSOD happens ONLY while my kid on meeting with teachers.
At first I thought there is something wrong with configs, googled what may causes it, changed codecs and settings - still BSOD'ed. Then drivers, but even fresh system install didn't fixed that problem. Then hardware, but there is not much I can do aside of disconnect everything and run on default settings i.e. laptop keyboard w/touchpad and installed camera/mic. Still BSOD'ed.

But we've been able to test run it for hours, as was mentioned before.
Same ZOOM, same setting, change settings, connect everything back, use internal and external mic and camera, use different headsets, set Zoom to run on RTX, run Zoom on native laptop 145Hz, downgrade to 60Hz, run Zoom on external monitors connected thru USB-C and HDMI, change codex in settings.
Just 3 of us and with bunch of friends around the world. With and without share screens. Not a single crash for hours of running. No temp spikes, no load spikes. Flawless. Been testing whole weekend and evenings during the week with longest 4+ hours session.
As soon as she start any of her lessons/ meeting with any of her teachers, it crashed/BSOD within first 3-5 minutes.
And, as I said before, every time dump file shows different errors. And there is no critical errors or errors before crash, aside of DCOM warnings.
 
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Bubunya

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Run "sfc /scannow" and "dism" via the Command Prompt.

Did it multiple time, aside of multiple fresh system installations. Nothing.
And once again - ZOOM works PERFECTLY in ANY other meetings.
But BSOD'ed every time on meeting with teachers.
No matter how many times fresh system was installed, how many time drivers were upgraded and downgraded, how many peripherals was switched or connected/disconnected.
Works flawlessly on any other meetings aside of with teachers.
 

Ralston18

Titan
Moderator
Is/are the teacher(s) aware of the BSOD problem? Check with the teachers. May be so because they work with many students and may have helped resolve that explicit problem or similar problems.

And you mentioned a 5 minute time period before BSOD - is that constant? And you do get a few working Zoom minutes with the teachers - correct?

= = = =

Do you know any other students who are able to successfully Zoom with the same teacher(s)?

If so, compare Zoom configuration settings.

Make and model router? The router's logs, if available and enabled, may be capturing some error or other bit of information.
 

Bubunya

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Yes, I've been in touch with tech support of outschooling, but doubt they will be much help, since Asus so-called "techsup" wasn't able to help me and after 30+ min conversation I've been recommended to contact software company from whom I bought that BSOD application... Doubt outschool tech support will be any better. Unfortunately.
And yes, it usually happens after 3 to 5 minutes from start of the meeting. Doesn't matter if it's private lesson or group/class.
As far as I know any other kids has no problem to stay in class. And as I mentioned before, we've been trying any possible Zoom configurations - it works flawlessly in any configs every time aside meetings with teachers. Then in BSOD'ed laptop.

TP-Link AX6600 Archer GX90
Yep, I did checked router logs too, but there is not a single error, every day looks exactly as previous one since it was installed.
To be honest, I am lost at this moment. I'll wait till next meeting tomorrow, with fresh system and zoom only, with no peripherals or softwares installed, only basic, necessary drivers installed. I know it sound stupid since zoom works outside of outschooling, but worth a shot. If it will crash again, then I'll give up and will try to replace or return laptop (slim chance since it's been more than 2 months since I bought it). I need my kid to be able to do school first and then all her graphics/video editing (which is as a matter of fact working without any problems in any of master collection Adobe suite software and Adobe is way, way more resource hungry that zoom)