Troubleshooting Steps for Common Zoom Issues

Description

Troubleshooting for some of the most common issues that occur while using Zoom:

• Audio issues
  • I cannot hear and cannot be heard
  • I can be heard but I cannot hear some of them
• Zoom fails to detect a camera
• Do not have a choice to record to the Cloud
• Unable to update Zoom app: "Your app version needs to be [version #] or higher to sign in/update.  Please contact your IT team to update your app"

Helpful Links 

• For more information on all of Zoom's capabilities and helpful tutorials, please visit Zoom.us

Resolution/Troubleshooting 

• I cannot hear and cannot be heard

  • Is the mic icon in the Zoom ribbon toolbar have a line through it?
    1. If so click that mic to turn it ON.
  • When I open Zoom it says 'Zoom does not detect a microphone.'
    • Go to Windows settings and type 'microphone' and look for 'microphone privacy settings.'
      • Should be set to 'Allow access to the microphone on this device.' Make sure its ON. And the slider to 'Allow apps to use the microphone' is ON. Close Zoom and reopen to test again.
      • If it still doesn’t detect the mic, make sure Windows updates are current and manufacturer device drivers are current.
      • If it still doesn’t detect, you can try disabling antivirus programs. To disable Kaspersky you need the pctech admin password
      • If it still doesn’t detect, and it’s a laptop with built in web cam and microphone, we may need to get them an external USB web cam to use.
  • I'm in the Zoom meeting, I see no message about not detecting a mic but I still can't hear or be heard.
    • When you open the Zoom meeting you are asked with a pop window to 'Join With Computer Audio.' They need to click that, if they don’t and just minimize the window it never connects the mic and speakers to the meeting. it assumes you are using a phone to dial in.
      • If all else fails with their audio not working on the computer, they can always choose to dial in from that same initial audio pop up message. It’s a tab at the top that tells you the phone number and meeting ID.  

• Zoom fails to detect a camera

  • For a laptop with a built-in web cam. Go to Windows settings and type 'camera' and look for camera privacy settings.
    • 'Allow access to camera on this device' should be ON and the slider to 'Allow apps to use the camera' is ON. Close Zoom and reopen to test again
      • If it still doesn’t detect the camera, make sure Windows updates are current and manufacturer device drivers are current. Close and reopen Zoom
      • If it still doesn’t detect, you can try disabling anti virus programs. To disable Kaspersky, you need the pctech admin password
      • If it still doesn’t detect, and it’s a laptop with built in web cam and microphone, we may need to get them an external USB web cam to use.
    • For a desktop or laptop using an external web cam attached via USB
      • Determine if the USB port is working by plugging something else into it to see if its detected.
      • Try a different USB port for the web cam. It should be detected and Windows should indicate when it's ready to use                      

•  I can be heard but I cannot hear some of them

  • They may have their mic muted. You can choose participants to see who is muted
    • You can also chat with the meeting to tell people to mute and unmute your mic when talking.   

• Do not have a choice to record to the Cloud

  • At this time the basic Zoom account lifted the meeting lengths but they do not allow cloud recording. That’s still a pro version setting. We can take requests on a case by case basis.
  • If I record locally where does it go?
    • By default it goes into your documents folder in a folder called Zoom and then the date. There are a couple files in there, an audio file and a video file. You can upload those to your Kaltura account.

• Unable to update Zoom app ​​​​​​

"Your app version needs to be [version #] or higher to sign in/update. Please contact your IT team to update your app."

• Install the "Zoom Desktop Client" option 

  • Uninstall the zoom app and then reboot the computer
    • control panel > Programs and Features > select Zoom > right click and uninstall
  • Re-install Zoom: https://gannon.zoom.us/download
    • Install the "Zoom Desktop Client" option