Troubleshooting Common Issues

Use Single Sign-on (SSO) to sign into Zoom

App State encourages users to use single sign-on (SSO) when signing into Zoom from a web browser or the Zoom Application. 

1. Open the Zoom client or navigate to the Zoom website to sign in.
   
   
2. Click Continue to Sign In with SSO.
   
   
3. This will redirect you to the App State sign-in page where you can log in with your App State credentials.

You can do this by checking the connection speed. Suggested speeds for Zoom conferencing are 1Mbps upload speed and 600Kbps download speed.

Clear the Zoom Cache and Cookies in the Settings

1. Go to the settings in your web browser and click on Privacy and security.
2. Click on Clear browsing data.
3. Make sure Cookies and other site data and Cached images and files are checked.
4. Click Clear data.

Restart your device and/or browser.

You can be signed into Zoom on one computer, one tablet, and one phone at a time. If you sign in from another device of the same type, you will be logged out automatically on the first device. Try using another sign-in method.

First, configure the initial audio settings after clicking to join and meeting and right before you have been connected. Choose to Join with Computer Audio (You can also check the box to Automatically join audio by computer when joining a meeting to keep this option set automatically:

Next, check to make sure you are not Muted by locating the Mute button in the main menu bar. If you are unmuted the button will look like this:

Try selecting the microphone and/or speaker options labeled Same as System if that option is unchecked (otherwise, check one of the other options under Select a Microphone and Select a Speaker (If you want to use your phone as an audio device, select Switch to Phone Audio):

1. In the Mute dropdown menu, click on Audio Settings to open the full audio settings menu.
   

2. Click Test Speaker to test your output. You should hear a ringtone and see the output level bar fill in blue to indicate the level of audio output. 

• • If you see a blue bar but do not hear a tone, try adjusting your speaker volume using the Volume slider under Speaker Output Level.
  • If you don’t hear a tone, and see a blue status bar, this means your audio is not working as expected.

3. Click Test Mic to test your input. This will begin a recording. When the recording begins, speak into your microphone, then wait to hear the audio playback. 

• • If you see a blue bar but do not hear the recording playback, try adjusting your speaker volume using the Volume slider under Microphone Input Level.
  • If you do not hear sound from the playback and you do see a blue status bar this means your audio is not working as expected.

1. Search for and open Microphone privacy settings in the search toolbar:
   
2. Make sure the options for Let apps access your microphone and Let desktop apps access your microphone are both turned On.
   
   

Don’t forget to click the Start Video button to begin broadcasting your video.

If your webcam is broadcasting the button will say:

If you are using an external webcam, make sure your webcam is plugged and/or turned on or try plugging it into a different USB port.

Click the up arrow to the right of Stop Video, and check that the correct camera is selected under Select a Camera.

Check your open applications and close any apps that are or may be using the webcam (Zoom may not be able to use the camera if it is being accessed by a different application.)

Check your computer system settings to make sure that the webcam has permission to broadcast. 

PC

1. Search for and open Camera privacy settings in the search toolbar.
   
2. Make sure the options for Let apps access your camera and Let desktop apps access your camera are both turned On.
   
   

Mac

1. Click on System Settings at the top left of your desktop and scroll down to Privacy & Security:
   
   
2. Click on Camera and/or Microphone. Make sure that the option to allow Zoom to access your camera (or microphone) is enabled (it should be highlighted in blue).
   
   
   

Make sure the audio is limited to one active input. If the user has both the computer audio and telephone audio active at the same time it can create feedback. Have the user hang up on the telephone call or exit the computer-based audio by clicking the up arrow on the mute button, and clicking Leave Computer Audio.

If you are using external speakers, they may be too close to each other or your microphone. Move or disable external speakers.

If multiple participants are in the same room with each other, have one of them disable their audio or use headphones.

Change the connection by switching to a faster WIFI network or using a wired connection.

Try unchecking the HD and Touch Up My Appearance options in the video settings.

Make sure the host has permitted screen sharing from participants. They will be sent a notification when you try to screen share. They must choose the allow option before users are permitted to share.

Make sure your connection is sufficient enough for screen sharing. Screen sharing takes up a lot of bandwidth. A 1Mbps upload speed is recommended for Zoom conferencing.

Try disabling your video before you attempt to screen share.

Check the Zoom Service Status page to make sure the crash is not due to a broader service provider issue.

If you are using the client Zoom application, try using the web version. If you are on the web version, try using the Zoom client Application.

Make sure your audio and video are connected to the appropriate outputs and inputs and that there are no other apps open that may use audio or video like YouTube, Discord, or Spotify.

1. Click on your Profile picture in the Zoom application and click on Check for Updates.
   
2.  Zoom will begin checking for updates. If updates are available, click Install.
   
3. Once the updates are installed, Zoom will restart.

Try uninstalling and reinstalling the Zoom application from your Apps & features settings on a PC or directly from my Zoom application on a Mac.