Zoom Troubleshooting

• An attendee needs the join information
  • Click the arrow next to "Participants"
  • Select "Copy Invitation;" this should have all the details needed to acsess the Zoom via computer, phone, or call.
• An attendee's audio is not working
  • Note: If they cannot hear you, use the chat to follow these troubleshooting steps.
  • Confirm the are connected to audio in the Zoom call
    • Ask them to check the bottom left corner where their audio is. If there is a button that prompts them to connect to audio, have them click that button and allow permissions.
  • Confirm they are using the correct speaker/microphone
    • Ask them to click the arrow next to the Mute/Unmute button. There they should see all the audio options Zoom has to connect.
    • Ask them to confirm they are connected to the correct speakers.
  • Confirm they have not muted themselves or their computer
  • Suggest they leave the call and come back
  • Suggest they reenter the call with a different device
  • Suggest for them to call into the meeting using the phone number (See join information section above)
• An attendee's video is not working
  • Confirm their camera is connected to Zoom:
    • Click the arrow next to Start / Stop Video.
    • Select Video Settings.
    • If your device has more than one camera, it will be displayed under Camera. Click the drop-down menu and select another camera.
  • Confirm they don't have anything blocking their camera (a piece of tape, a lens, etc.)
  • Ask them to disconnect and rejoin
  • Ask if they have a different device they could join from
  • If they are ok with it, have them continue the proceeding without a camera
• Video or audio of an attendee freezes
  • Advise that the party appears to have frozen and give them a moment to reconnect. Ask them to repeat themselves once reconnected. 
• An attendee is difficult to hear (echo, muffled speech, etc.)
  • Ask the attendee to use headphones.
  • If this doesn’t solve the problem, ask the attendee to drop from the call and dial in from a phone. (They’ll be able to join to hear the call and speak to other attendees, but will not have video.)