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

@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. 

Hi everyone,

If you're experiencing freezing issues on your Dell Pro 14 Plus PB14250 when using the webcam in Teams or Zoom, please try installing the latest version of the Intel 2D Imaging / USB IO / Vision Driver for Camera.

Steps to Install the Driver:

1. Go to the official Dell driver page:
   Intel 2D Imaging / USB IO / Vision Driver for Camera (Or search for the latest version if you're viewing this after November 2025.)

2. Click Download and save the file:

3. Once downloaded, right-click the file and select Run as administrator.

4. Follow the on-screen instructions to complete the installation.

5. Restart your system after installation.

This driver update resolves issues where the camera may not work correctly or causes system crashes (BSOD) during video conferencing.

Please let us know if this resolves the freezing issue for you, or if you're still experiencing problems after the update.

@DELL-Nat M​ Unfortunately we already tried installing / updating the latest Intel 2D vision driver for camera which was posted on Oct 21st, 2025 - version 80.26100.0.24, A08 and that did not resolve the issue. Please see also other users posting their responses that they did try that. So far only disabling AI boost works.

Hi @Peter TSbea684 

Thank you for your input. I'll send your feedback to the concerned team.

Hi @DELL-Nat M​ 

We’ve already tested the latest Intel 2D Imaging / USB IO / Vision Driver for Camera released, and it does not resolve the freezing issue on our Dell Pro 14 devices. This driver is definitely not the fix.

We're not seeing BSOD or the Camera not working as the symptoms. The solution you have provided is for an older issue that may or may not be linked in some way.

Please update the accepted solution to reflect that this driver does not address the underlying problem.

Thanks

We’re affected by the same issue – it only occurs on our Dell Pro notebooks equipped with NPU (Intel AI Boost). After several weeks of troubleshooting, disabling the NPU turned out to be the only reliable workaround for us as well.

From our observations, the camera seems to act as a trigger rather than the actual cause of the problem.

We were also able to reproduce freezes in connection with Copilot+ features, especially when opening or using AI-related functions in Office applications.

We’re currently in contact with Dell about this. They’ve acknowledged our reports but continue to request additional testing. So far, disabling the NPU remains the only measure that consistently prevents the system from freezing.

This solution not working for everyone. I have more the 15 users in my organisation having this issue. Even though I applied the above solution, the issue still persists. Moreover, I also tried workaround from the users shared here in this thread but no luck.

I confirm that the solution does not work on Dell Pro 13 Premium 13250 and continues to freeze the laptop. I purchased the laptop with the NPU purposefully to use the NPU for AI workloads and not to disable it.

Hi @DELL-Nat M​

As I mentioned on October 23rd, 2025 (10 days before your post!), the issue still persists with the recommended driver.

The post and solution from November 3rd do not resolve the problem. I kindly ask that you change the status from “Accepted Solution” to avoid misleading others.

These are enterprise laptops, and as you can read in the posts, most of us are IT professionals here, managing hundreds (when not thousands) of Dell laptops/workstations, and I feel that our concerns are not being taken seriously.

Disabling the NPU in device manager will provide a workaround for the issue until Dell is able to resolve.

We have multiple PB14250 and PB16250 experiencing the same issues. Disabling the NPU unfortunately does not seem to fix anything. We've already tried updating to the latest drivers and BIOS as well without any significant change. Hopefuly a fix gets released soon.

There’s a new NPU driver available directly from Intel. It usually takes a few weeks until Dell releases their version. With this driver, we haven’t been able to reproduce the issue so far, but we’ll keep testing and monitoring.

Intel® NPU-Treiber – Windows*

for us what has worked temporarly was deactivating the bios integrated camera and giving the client an external webcam