Common Zoom Troubleshooting
If you experience issues with Zoom, you may refer to the additional documentation or contact the ITS help desk at 909-621-8061 or servicedesk@pomona.edu. Additional documentation is available via Pomona College ITS at https://ritg.pomona.edu/resources/instructional-continuity or the Zoom online knowledgebase: https://support.zoom.us/home.
The Zoom Menu Bar
The Zoom menu bar appears at the bottom of the Zoom window once the meeting begins. If you don't see the menu bar, move your mouse slightly, and the bar will appear. (The bar disappears after a few seconds when in full-screen mode.)
Mute/unmute your audio (not the audio of the participants)
Stop/start your video (shown here with camera off)
Invite more people to join by email, IM , SMS (mobile users) or meeting ID
View a list of participants
Create and conduct a poll
Share your desktop (everything you have open) or select a specific application to share (e.g., Microsoft PowerPoint or Excel)
Send a message to one person (private chat) or to all participants
Record the meeting
Leave or end the video meeting
Common Zoom Troubleshooting Steps
To engage in the smoothest possible meetings, close any applications you don't need to use for the meeting itself. You can also visit Zoom's support site for additional instructions
Audio Issues
· If you cannot hear
Make sure participants are not muted.
Make sure your computer speaker volume is turned up and unmuted.
Make sure your speakers are selected for the active output in Zoom.
In the Zoom meeting, Click the arrow icon next to the audio button> Audio Settings
Click the Test Speaker button, if you hear audio, this is set up correctly. If you do not hear audio, use the drop-down box, and select a different output and press Test Speaker again. Repeat this step until you hear audio.
· Other participants can't hear you
Make sure your mic is not muted in Zoom
Make sure you have the correct internal/external microphone setup in Zoom.
In the Zoom meeting, Click the arrow icon next to the Audio Button> Audio Settings
Click the Test Mic button; you should see blue bars in the volume meter, and your test message will be replayed through the speakers.
If you do not see the blue volume meter bars or hear the audio message you have recorded, use the drop-down box and select another mic and repeat the process.
· Do the other participants hear echo when you talk?
If so, this means that you are the source of the echo. You have two options:
Adjust your microphone sensitivity (and, if possible, increase the distance between the microphone and the speakers.
Microphone sensitivity can be found by clicking the arrow icon next to the audio button> Audio Settings
· If you're the only participant echoing, use a headset or earbuds instead of the speakers so that the voices coming in from other participants aren't picked up by the mic in your environment
Video Issues
· Can't see the other participants in the meeting?
Make sure participants are not muted.
· Participants can’t see you?
Make sure your camera is turned on, plugged in, and selected in Zoom.
Make sure your camera is selected in the video section.
If the camera is turned on, make sure nothing is blocking the camera view.
If using an external web camera, try connecting it to a different USB port and repeat steps 1 and 2 above.
If you continue to experience difficulties, try restarting your computer/device.
Connectivity Issues
· Ensure good network connection on your device. Hardwired via Ethernet is preferred
· Ending and restarting the meeting can sometimes clear up bad connections