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Skype causing black screen and freezing

I just got a new laptop and when I am on a Skype call, my screen goes black and the whole system hangs for a bit then is back to "normal". My caller on the other end says I'm frozen but I'm able to see their video and my video on my side. When I try to turn my camera off and on or click any buttons on Skype, the whole application freezes. On Task Manager, it shows that it is still responding but the only way to close the application is by ending it on task manager. This only happens when I'm calling on Skype and no other applications.

My Skype version is 8..78.

I have tried doing a clean install of my laptop but this issue comes back after a while.

I use Skype everyday so I really need to resolve this issue. The calls sometimes don't last for more then a minute before it causes the black screen.

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Hi yona18

My name is Daniel. I will be more than happy to assist you.

Please try these steps below.
- Open Task Manager and end the process of all Skype.exe
- On your keyboard, press and hold Windows key + R to open the RUN box.
- In the type run dialog the following command:
%appdata%\microsoft
- Locate Skype for Desktop folder.
- Rename the folder to Skype for Desktop_old
- Run the Skype app again.

However, if the problem still persists then please run the Skype app in compatibility mode:
- Right-click the Skype icon on the taskbar then select quit.
- Then right-click the Skype icon on the desktop > select properties > Under the compatibility tab, check the "Run this program in compatibility mode for" option then select Windows 8 from the dropdown list
- Right-click the Skype shortcut on the desktop > select run as administrator.

Disclaimer:
This is a peer-to-peer support forum. I'm Non-Microsoft Staff, I don't work for Microsoft. Mostly everyone here are users, helping other users.

Kind Regards
I'm an independent advisor. I'm not a Microsoft staff.

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Hello, thank you for the assistance.

I have tried both steps but the issue still persists. The call does last longer now by running in compatibility mode but after a while it still freezes.

Do you know what is causing this issue?

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Please,  run the DirectX diagnostics tool.

 

Go to Windows Start  and in the Run box type dxdiag.exe and press the OK button. This will start the DirectX diagnostics program. Run this diagnostics and save the results to a file.

 

Since there is no Attachment option yet available on this Forum, you may post the saved file to a File Sharing site (e.g. OneDrive) and provide here a link to this site.

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Let's investigate this issue furthermore, Is there any chance you use Skype for the Windows 10 app instead of Skype for the desktop app?

I'd like to let you know there are two types of Skype app, please let me know whether you are using Skype for Windows 10 app or Skype for Desktop app.

Please refer to this article as guidance:
https://support.skype.com/en/faq/FA10659/ ;

Could you please share with me the screenshot of Skype version numbers?

In my experience Skype for Windows 10 app often causes issues. The following screenshot shows how Skype for Windows 10 app looks like. It has an Application version on it.

Kind Regards
I'm an independent advisor. I'm not a Microsoft staff.

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Here are the results after running the diagnostic tool.

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I am not using the Skype for Windows 10 App as I thought it was the one causing issue. I uninstalled it and installed Skype for Desktop but the issue is still here.

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Using Skype in compatibility mode with an older Windows version is not recommended. Please, remove any Compatibility mode.

The first what I would suggest is to update your Windows 10 installation. Your Windows is still on the 20H2 version, Try to update to at least the 21H1 version.

Windows 10 update history (microsoft.com)

You should also look for driver updates from the Asus site.

2021 ROG Zephyrus G15 GA503 | Gaming Laptops｜ROG - Republic of Gamers｜ROG Global (asus.com)

Your AMD Radeon Graphics driver looks to be outdated. A newer driver version is available.

Also try to disconnect your j5 WebCam JVCU100 USB webcam and connect it to another USB port.

Avoid using unpowered USB ports. Connect the webcam directly to an USB port on your laptop.

I'm not sure if this is relevant, but try to change the refresh rate of your monitor. The native refresh rate supported by the graphics adapter is 60Hz, The selected refresh rate is set to 165Hz. Try to set the refresh rate to the supported value.

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Could you please reinstall your camera driver. Go to Windows start menu button > type in Device Manager > Cameras or Imaging Devices. Please right click your webcam from the device list then select Update Driver, if it does not work > Uninstall, reinstall then restart the computer so it can take effect.

Read more: https://support.microsoft.com/en-us/help/402844...

Kind Regards
I'm an independent advisor. I'm not a Microsoft staff.

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How do I install Windows version 21H1? Windows update says that my Windows is up to date.

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Perhaps your laptop is not eligible for this update yet.

Have you tried to update your graphics driver and reconnect your webcam?

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Last updated December 10, 2023 Views 1,024 Applies to: