Precision 5690, freezes when using webcam with Teams or Zoom

Question

We are having the same issue with the Precision 5690.  Is Dell aware that this is happening to the 5690 as well and if so can we expect some new drivers to resolve?

ITTTTTTTT42 · Accepted Answer

Hi all!

After updating the Intel AI Boost NPU driver to version 32.0.100.4514 from the 12/19 release on 2 of our Precision 5690s, neither user has encountered the freezing or crashing problem again - no reimage needed!!!

https://www.intel.com/content/www/us/en/download/794734/intel-npu-driver-windows.html

I originally found the suggestion from this other thread:

‎Pro 14 Plus PB14250, freezes when using webcam with Teams or Zoom | Page 5 | DELL Technologies

user_bae26d · Answer

We have the same issue here with Precision 5690 laptop. Issues started 4 day ago. We did updates, restart....nothing is working. Any update from Dell because this is a high end product and is frustrating.

Thanks

user_f9c81f · Answer

Same issues here with Precisions 5690 + NVIDIA cards.Zoom or Teams calls - causing to freeze the machine.. Sometimes even gives BSOD.Tried to disable NPU module but that didn't help.

ITTTTTTTT42 · Answer

Same thing, around 4 of these brand new devices affected in our environment. Doesn't seem to be one single fix, different resolutions for reach device. Hoping Dell can jump in here.

AlexSanchez · Answer

Same here! We are seeing this issue with not only this model but also the  5680, and the new Pro Max 16 Premium machines.

DELL-Nat M · Answer

Hi everyone,

We see that several users have reported the issue where Precision 5690 freezes when using the webcam with Teams or Zoom. Thank you for bringing this to our attention!

To help us escalate this to our engineering team, we kindly ask for the following:

A short video showing the issue, if possible. This will greatly assist in reproducing and diagnosing the problem.

Please share the video in this thread or via a secure link. Your input is critical to speeding up the investigation and finding a solution.

Thank you for your cooperation and for being part of the Dell Community!

ITTTTTTTT42 · Answer

@DELL-Nat M​ Thank you!  I've asked a few users to provide videos if the issue happens again - I don't believe most think to take a video of the problem when it first occurs.

cybercho7 · Answer

Processed the below, but whenever video conferencing via Zoom or Microsoft Teams, my 5690 crashes, the screen goes dark, and after a minute or two, I regain use of my laptop again. Any word Dell on a fix?

- Processed motherboard replacement through Dell support
- Ran Dell advanced/full diagnostic (no errors were found)
- Windows operating system fixes applied

- Reimaged laptop

- Installed Dell drivers and updated several times

- Installed all Windows Updates
- Installed NVidia graphics driver updates

ITTTTTTTT42 · Answer

I've yet to receive a video from any of our users,

There's another thread going for similar problem with lots of different suggestions - no single fix yet though (‎Pro 14 Plus PB14250, freezes when using webcam with Teams or Zoom | Page 5 | DELL Technologies).

IT_Supporter12345 · Answer

@DELL-Nat M​ This happens randomly, taking a video will be very difficult. This is happening for 2 users that I am supporting. Both using a Precision 5690. I don't have a spare laptop for them with the same specs and I simply can't record their devices until this happens. A fix would be greatly appreciated!

cybercho7 · Answer

Resolved the issue. This time, I didn't overwrite Dell's version of the NVidia graphics driver.

Processed the below, but whenever video conferencing via Zoom or Microsoft Teams, my 5690 crashes, the screen goes dark, and after a minute or two, I regain use of my laptop again. Any word Dell on a fix?

- Reimaged laptop with corporate image

- Installed Dell drivers and updated several times

- Installed all Windows Updates
- DID NOT installed NVidia graphics driver updates from NVidia's site

- Ran test for three hours each on Teams and Zoom. No freezing.

user_bae26d · Answer

Hi,

Any fix for this camera issue for this laptop model?

I have tried everything that dell ask me and no success.

We have pro support and nothing if this is not fixable can we have the device replaced?

Ryzodd · Answer

Hey, any update on this? We are experiencing the same and currently have quite a few devices (including my own) that are having this issue. Can't seem to find any consistent workaround.

IT_Supporter12345 · Answer

I've commented here before but no I have another user experiencing the same problem. Also Precision 5690.

Ryzodd · Answer

How have Dell support been if anyone has contacted them? All we get told is that we need to either reimage or install the standard Dell OEM image to rule out software conflicts. It's not feasible at all when our devices are spread across Europe.

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Precision 5690, freezes when using webcam with Teams or Zoom

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