Pro 14 Plus PB14250, freezes when using webcam with Teams or Zoom

I do faced similar issues on Dell Pro 14 Plus on Zoom. In the middle of the meeting, the camera was disconnected by itself. Then it crashed (BSOD) when I tried to turn on the camera manually using the Zoom camera button. 

Hey, are you seeing any related events in Event Viewer under the System log around the time the freezing happens?
What Windows version are you running on those devices, and did the issue start showing up around the time of the September cumulative update?
Also, is this happening while connected over Wi-Fi (and possibly VPN), or are the devices using Ethernet when it occurs?

Hello, 
We see you are looking for assistance. 
If you need our help start a direct message with us and we will be happy to assist you.

@DELL-Cares​ how can I start the a direct message to you? I need your support. Quiet number of PB14250s are facing the Zoom/Camera issue. 

same issue on my side, Dell is feeding me with the suggestion to reinstall Windows on my computer while the issue seems to be coming from the faulty driver or faulty equipment.

https://www.dell.com/community/en/conversations/dell-pro-laptop-computers/dell-pro-13-premium-pa13250-major-camera-issues/68e03d5d6f463023aa8c3c28

I've reinstalled the system several time and removed the camera device drivers, including force deletion but nothing seems to work and the faulty issue repeats again and again

1. Uninstall these devices from Device Manager

   Intel AVStream Camera

   Intel Control Logic

   Intel Imaging Signal Processor

   Intel Integrated Sensor Solution

   Intel Serial IO GPIO Host Controller
   Intel Serial IO I2C Host Controller
   Intel Serial IO UART Host Controller

2. After uninstalling the device, update the device drivers in this order:

   Intel-Serial-IO-Driver

   Intel-Integrated-Sensor-Solution-Driver

   Intel-2D-Imaging-USB-IO-Vision-Driver-for-Camera

3. Restart your PC

Same problem here, device specs:
Dell Pro 14 Plus PB14250

CPU: Intel(R) Core(TM) Ultra 5 236V

Windows 11 24H2 (with newest updates)

Everything up to date (drivers, bios), teams never worked with camera, than I installed the "Intel 2D Imaging/USB IO/Vision Driver for Camera" driver from 2025.10.21.

I could start teams and it seemed to work, but it stopped to work after a while.

Windows Hello does not work, I open the laptop and it freezes for minutes, I can not log in.

The system freezes completely for some minutes every once in a while. Also without an app accessing the camera.

I can not move the mouse pointer, there is also no reaction when I press a key. It is really frustrating.

Error in Event Viewer everytime the system freezes:

Windows-Kamera-FrameServer

We are seeing some success after disabling the Neural Processing Unit (Intel AI Boost). As soon as I disable it, overall performance feels smoother and I haven't seen any freezing when launching the camera in a Teams call or using Windows Hello yet.

Note that disabling the NPU will also disable the Windows Studio Effects camera drivers, but you'll still have all the standard camera effects in Teams. This shouldn't be an issue in the short term unless you're using apps that rely heavily on the NPU for AI features.

I can confirm I also tried the latest NPU driver direct from Intel to no avail.

It's not the best long-term fix, but it could help in the short term. Please try disabling the NPU (Intel AI Boost) driver in Device Manager 

Hi everyone,

Please contact Tech Support by clicking on the Get Help Now chat located at the bottom-right corner of this page.

This issue requires individualized assistance, so it’s important that you speak directly with a support agent for troubleshooting and escalation if needed.

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@ChrisC-46654​ Thanks for the info. We also see some success by disabling the Intel AI Boost driver. 

We noticed that there is also a new camera intel 2D imaging sensor driver just released last week so hopefully that will help as well. 

@Peter TSbea684​ unfortunately we haven't had any luck with the new camera intel 2D imaging sensor driver from last week. Let us know how you go with it?

@ChrisC-46654​ We noticed that most of the laptops having issue had Intel AI Boost driver dated 2/6/2025 (version 32.0.100.3717). Few that had newer driver dated 8/5/2025 version 32.0.100.4239 - users did not report camera or freezing issue.

So for now we either updating the intel AI driver to latest version or completely disable the AI Boost device in device manager. Seems like it works but still testing on more users. 

I have the newest drivers installed for AI Boost and the issue persists. It sort of weird to require users to disable the NPU/AI Boost on the computer that was purchased specifically for local (tiny) AI workloads, as advertised.

Overall, it seems weird that Dell is not doing any actions here, in my case, no ProSupport service with on-site support was provided, even though the remote diagnostics was conducted.

1) Before submitting a support request, i have read a documentation, reinstalled the system and reinstalled the drivers in a specific order.
2) I've submitted a support request as well as wrote on Dell community forum. No reaction.
3) I called Dell on the phone number to explain the issue, to only get the answer that the support by phone as advertised does not work in my country (which is not true but weird)
4) i followed the instructions provided by people in the Dell WhatsApp chat, performing the remote diagnostics
5) I did a total setup from recovery image, also wiping my entire data. The issue persists

Just an update that we just deployed another Dell Pro 14 and that one had 25h2 win11 build along with newest driver for webcam and the newer AI boost (system all up to date with windows and hardware). User reported freezing right away with zoom so we end up disabling the AI boost for that user as well. We are testing it further if they will report further issues but seems like disabling it is the best option.