Zoom - Troubleshooting

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.

If you have not updated your Zoom email to username@uwaterloo.ca you will not be able to log in. Please refer to this document to update your account: Update Zoom Email

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 rt-ist-itms-collab@rt.uwaterloo.ca with subject line: “Need a Zoom account” to request an account.

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

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

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.

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

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

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