Unable to sign in
Ensure you are logging in at uwaterloo.zoom.us
Ensure you’re using the correct credentials. You should be using your UW ADFS login.
Ensure that you have selected Sign in with SSO
You may be experiencing browser caching issues
To troubleshoot, try logging in on an incognito/private browser
To troubleshoot, open a new browser that you have not logged into Zoom with and attempt to log in
If you have tried all the above and an error message still appears email firstname.lastname@example.org with subject line: “Need a Zoom account” to request an account.
Unable to join
Ensure you have the correct Zoom client installed
If you see the message “The host will let you in soon,” you have been placed in the waiting room by the host and must wait until the host admits you
If you see the message “Please wait for the host to start this meeting,” the host hasn’t joined and that you will be able to join the meeting when the host is ready
If you see the message Please enter the meeting password, you must enter the passcode provided in the meeting invite
If you’re joining by phone you will need the meeting ID and the meeting passcode
No Audio (“No one can hear me”)
Check meeting controls to confirm your microphone is on
In the meeting controls, click the arrow beside the microphone icon and ensure the correct microphone is being used
Make sure all programs that use microphone are closed
Ex: If you recently had Microsoft Teams open, navigate to the application and ensure that it’s closed a
Disconnect audio by clicking the down arrow beside the Microphone icon and selecting Leave computer audio. Once audio is disconnected, click Join Audio to reconnect
Test your audio on other device applications. If audio isn’t working outside of Zoom troubleshoot for the specific device
No Video (“No one can see me”)
Check the meeting controls to confirm you’re sharing your video
In the meeting controls, click the arrow beside the camera icon and ensure the correct camera is being used
Make sure that any other programs that use the camera are closed.
Leave the meeting and re-join
Restart your computer
If still not working: Check if camera is working on other desktop applications.
If the camera is working elsewhere, uninstall and reinstall the Zoom client.
If the camera is not working elsewhere consult your device’s support.
Internet connection issues
If possible, turn off your camera
Click View and select Speaker view to limit incoming video
Exit all nonessential programs and ensure they’re not running in the background
Ensure that updates are not downloading on your device
If you’re sharing WiFi, make sure others aren’t using large amounts of bandwidth (video streaming, large file downloads)
Reboot your router
Zoom widget on LEARN issues
Features such as pre-assigning breakout rooms, creating polls and editing single occurrences are not available within the widget. To use these features, access the course meeting in the web portal and edit the meeting there.
If you are unable to open the widget when clicking it on a course homepage, right-click the Click Here hyperlink and select Open Link in a New Tab
If participants in your meeting are unable to share: Enable participants permission to share by clicking the arrow beside the screenshare button and clicking All Participants in the Who can share section
Make sure your internet connection is good before sharing content
If possible, share the specific application window instead of your entire screen
If you are having internet connection issues, stop your video before sharing to free up some bandwidth
If users cannot hear what you’re sharing: If you’re already sharing, click More on the share control bar and click “Share computer sound.” This feature can also be enabled before sharing by clicking the “Share computer sound” from the bottom left corner of the share window
Not authorized to access Zoom Widget (Error 2216)
This error means that your UW Zoom account has not been activated properly
Ensure that you have updated your Zoom login to your UW ADFS login. Consult the following document to learn how: Update Zoom Email
Remove the widget and log out of all accounts that use this login. Then log back into your UW Zoom account and readd the widget to your course homepage
Keep in mind that cloud recordings may take up to 24-72 hours to process.
If a recording is not listed in your cloud recordings tab as Processing, then you may have forgotten to record the session.
Check your local files to see if you recorded the meeting locally instead of in the cloud by mistake
Consider turning on Record automatically in your recording sessions to ensure all important meetings are recorded
If you are unable to begin recording a meeting in the cloud:
Ensure that you are the host of the meeting
Ensure that cloud recording has been enabled in your recording settings
Ensure that you are not using a Basic Zoom License
If features are missing, make sure you haven’t joined from a browser. Joining from the app on your device is the best way to have access to all features
Ensure the feature you’re looking for is enabled in your settings
Make sure your system and version of Zoom meet the requirements for the feature you’re looking for