CPU usage growing once people join meeting (computer freezes, Windows 7 64 bits).

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  • Updated 3 years ago
  • (Edited)
Hi,

I am having a strange issue using Bluejeans. I can't use it without having my computer freezing within a few minutes after someone joins.

Basically, whatever I use to launch a meeting (IE 32/64bits, Firefox, Chrome, Lync, BJ app), the related service starts (I monitor it using the task manager).

As long as I am alone, waiting for people, the CPU load keeps stable around 10% (I  have a Core i5 M560).

When people join and video sharing begins, the meeting service CPU load begins to grow and after a few minutes it reaches 50% of my CPU usage.

At that point, my computer becomes completely unusable and nearly freezes. I have no more sound, no more image and even a CTRL+ALT+DEL takes between 5 to 10mn before showing the task manager to kill the process.

Anyone experienced the same issue?

In my company, we are at least three to four I know suffering from this issue (all using a Dell Latitude E6410).

I would be glad to get some solution as I often need to open calls.

Fyi, having a normal video call using Skype does not cause any issue for me.

Thanks for your help!
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Thomas MICHEL

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Posted 3 years ago

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Romain Gallais

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Thomas, thanks for reaching out I see your support case got escalated to our Tier 2 team. Someone will look at your logs and contact you very soon regarding that issue.
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Thomas MICHEL

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Hello Romain,

Ok, my IT team opened a ticket last week as well. I can give you the ticket # in PM if you need.

Regards,

Thomas
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John Yii

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This was open a while back. Has this been resolved? I am running the latest version of BlueJean app on Windows and it is hanging my machine whenever I start sharing screen
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Radhika@BJsupport, Official Rep

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Hi John,

Thank you for reporting this issue. Could you please upload your bluejeans app logs by following below instructions and then write an email to support@bluejeans.com stating the issue which will raise a support case. We will look into the logs and get back to you.

How to upload logs from the Blue Jeans App

Thank you,
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Thomas MICHEL

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Hi both,

we've been deeply looking and troubleshooting this issue with a guy from BlueJeans (Ruheed I think).

We never found the issue, even by analyzing Windows kernel logs, etc... The only potential culpright was a USB audio driver but we never have been able to prove it.

And finally my company changed my laptop as it was quite old. This is not a solution I admit, but now it works :).

Regards,
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John Yii

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I found a work around for this issue. This problem (high CPU usage) only happens when I share only one application. If I am sharing the "entire screen", I could not reproduce this problem.