Updated 2026-05-23
Zoom freezes but web pages load
Use latency, jitter, and reachability results to tell a slow connection from an app-specific issue.
What the symptom usually means
Web pages forgive pauses and retries. Calls do not. If latency is fair or poor, or jitter is jumping around, the connection can feel fine in a browser and still freeze the moment someone unmutes.
What to check first
Run the full check. Look at average latency next to jitter, then rerun on a hotspot or a wired connection if you can. When reachability is mixed, paste the diagnostic summary into the support ticket.