Improve and troubleshoot your Zoom experience

On this page:


Overview

If Zoom appears to distort audio or video, or does not perform in a manner you expect, use the information here to improve your experience, or troubleshoot issues.

Improve your experience

Review technical requirements

Review Zoom’s system requirements and ensure your system meets these recommendations.

Check your network

  • Check your network speeds using one of the free services available online. Zoom’s system requirements recommend a minimum of 1.5 Mbps for both upload and download speed. If necessary, check with your internet service provider.
  • Power cycle your modem/router, if possible.
  • If you’re on a wireless connection:
    • Confirm that you have a strong signal.
    • Connect to a 5 GHz network (rather than 2.4 GHz), if possible.
    • Limit the number of devices connected to your wireless router.
    • Consider switching to a wired connection.
  • Ensure that other devices on your network aren’t consuming bandwidth; these could include cloud-connected security cameras, cloud backup solutions, smart TVs, streaming devices, smart hubs, gaming devices, or other cloud or internet-connected devices. You can turn them off, lower the bandwidth they consume by adjusting performance settings, or make other changes that may improve the amount of bandwidth available for Zoom.
  • If you're using a network-wide VPN, consider disabling it.
    Important:
    Do not disable any necessary devices that help protect or otherwise secure your network.

Adjust your computer's settings

  • Restart your Zoom client.
  • Restart your computer.
  • Update system drivers, especially network drivers, if necessary.
  • Close out of any unneeded programs, especially those that use the internet. This could include office applications, additional browser tabs, or anything that uses system or network resources. Closing out of these items will free more system resources for Zoom to use.
  • Stop all downloads, uploads, or other unnecessary processes that are using network resources.
  • Ensure that your devices are up to date.
  • Ensure that your application(s) are up to date, especially the Zoom client.
  • Disconnect from any VPNs you may be using.

Adjust Zoom settings

  • Disable HD Video from your Zoom client:
    1. While not in a call, click the Home tab.
    2. Click the gear icon (Settings).
    3. In the left Navigation pane, click Video.
    4. Uncheck Enable HD.
    5. Click X in the top right corner to close the Settings window.
  • Disable “Touch up my appearance” from your Zoom client:
    1. While not in a call, click the Home tab.
    2. Click the gear icon (Settings).
    3. In the left Navigation pane, click Video.
    4. Deselect Touch up my appearance.
    5. Click the X in the top right corner to close the Settings window.
  • Mute your audio when not speaking.
  • Consider disabling your webcam if it’s not necessary.

Troubleshoot

I can't join my meeting

If you're unable to join a meeting, check these items:

  • If you're on a desktop or mobile device, be sure you've installed the Zoom client and that it's up to date; see What version of Zoom am I running?
  • If you've received any of these messages:
    • You are on hold: The host has enabled a waiting room; you'll remain on hold until the host admits you into the meeting room.
    • Room connector is not enabled for this meeting: If you are using videoconferencing equipment to join a meeting hosted by a free Zoom account or an account that doesn't have the room connector enabled, you will receive this error. Connect to the meeting using a desktop or mobile device instead.
    • Please wait for the host to start this meeting: The Join before host feature is not enabled, and the host has not yet joined the meeting. Hosts automatically receive email asking them to join. You will be prompted to join the meeting a short time after the host joins.
    • Please enter the meeting password: The meeting requires a password; enter the password provided by the meeting host. If you do not know the password, contact the meeting host for assistance.
      Note:
      Certain types of videoconferencing equipment will not allow you to type alphabetical characters into the Zoom password field. If you are using videoconferencing equipment and the password contains alphabetical characters, contact the host.
    • This meeting does not allow phone dial-in: The host may only have allowed VoIP audio. In this case, if you dial into the general Zoom teleconferencing number and enter the meeting ID, you will hear the message above and the call will disconnect. You will need to join the meeting with a computer or a smartphone app.
    • Not meeting host. (3,003): If you received a link to a Zoom meeting in the format http://iu.zoom.us/meeting/123456789, change /meeting/ in the URL to /j/ and try to connect again. For example, http://iu.zoom.us/meeting/123456789 should instead be http://iu.zoom.us/j/123456789.

I've joined my meeting, but no one else is here

If you've joined a meeting but don't see other participants:

  • Confirm with the meeting host that the meeting has begun. If it has, ask for the meeting ID at the top of the host's Zoom window (for example, Zoom Meeting ID: 123-456-7890) and compare that to the meeting ID at the top of yours. If they don't match, you've joined a different meeting. Ask the host for the meeting ID, and join that meeting.
  • If you're the host, ensure that you haven't enabled a waiting room. If you have, you need to manually admit each participant before they can join your meeting.

I can't hear or talk to people

If you're unable to hear or talk to people in a meeting:

People can't see me

If you've joined a meeting successfully but others can't see you:

My video is poor quality

I can't screenshare a video with sound

Make sure you've muted unneeded microphones (your device and/or the Zoom meeting microphone). After you click Share to share your screen, select Share computer sound in the lower left of the screenshare window.

I can't access my recordings, I accidentally deleted a recording, or I can't record

  • If your meeting is missing from the recorded meetings list in the Zoom client (for example, as a result of pressing Delete in the Zoom client for a recorded meeting), you may be able to find the recording on your device in its Zoom recordings folder.

    To see where your Zoom recordings are stored, see the "Change location for Recording" section of Local recording. Recordings will be named in the format double_click_to_convert_01.zoom. When you find the .zoom file you are looking for, double-click it.

    Note:
    Pressing Delete in the Zoom client removes the recording from the recorded meetings list in Zoom, but not from the device itself.
  • Only current hosts can record a meeting. If you can't record, check to see whether you're the host by clicking the Participants icon Image of the Zoom participants icon in the attendee controls at the bottom of your meeting window; if you aren't the host, you can ask the host to record the meeting.

For more about recording Zoom meetings, see Create and store recordings of Zoom meetings.

My recording won't convert

Your device might be low on disk space. To check, see:

Error adding alternative hosts

  • To add an alternative host, you must enter that person's full @iu.edu email address, even if the person's primary email address uses another domain. Zoom recognizes @iu.edu email addresses only.
  • The desired host must have logged into Zoom at IU at least once before you can add that person to any meeting.
  • People from outside IU cannot be added as hosts. This includes people with free or individual accounts, or accounts from other institutions.

My problem isn't listed here

For help or to learn more, contact UITS Learning Spaces Support (cthelp@iu.edu, 812-856-2020).

This is document aods in the Knowledge Base.
Last modified on 2020-03-16 19:04:14.

Contact us

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