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Technology Services

What troubleshooting steps can I take for Zoom meetings?

Modified on: Tue, Aug 25, 2020 at 11:56 AM

APPLIES TO

All Windows devices

ISSUES TO POSSIBLY FIX

Meetings suddenly closing

Zoom application blocked

Failed Zoom updates

The below suggestions can improve the experience:

· Minimize use of Grid or Tile view- These views are extremely processor intensive.

· Encourage students to close other tabs or applications while on video

· Have students turn off their camera in the application when not actively participating (we see a marked improvement when the student camera is off)

· Attempt to minimize streaming videos inside video conference applications. When possible, share the video link with students and have them return to the session when the viewing is completed.

· Ask students to minimize the installation of extensions

· Ensure devices are plugged into power when using video conferencing wherever possible

Specific KB article for G5 Chromebooks starting with Asset tag numbers 47xxxxxx:

https://support.ipsd.org/support/solutions/articles/11000059005

GENERAL TROUBLESHOOTING STEPS

1. The first step we always recommend is to restart your computer. Doing this will recheck and re-update computer policies that are set in place by the district.

2. If a restart does not work, try launching your Zoom meetings from our SSO link.

3. Try installing the full Zoom application from our Company Portal.

4. If you are using the Zoom client (application), try joining the meeting from a web browser.

When you click your Zoom invitation link, select cancel from the Open Zoom Meetings pop-up, and then select click here.
You again will be prompted to Open Zoom Meetings, select cancel, and this time select start from your browser.
Your meeting will now connect using the web browser. Please note that the web browser version has some limited functionality.

ZOOM BLOCKED TROUBLESHOOTING STEPS

1. Begin by clearing the Google Chrome browser cookies.

Click the lock icon in the address bar and select cookies.
Next, individually select any entry that contains Zoom, and then REMOVE
Once the entries are removed, select DONE.
Close your web browser completely and try again to join/host the meeting via the SSO.

2. Next, refresh the CyberArk policies

Click the up arrow in the bottom right corner of your screen
Right Click on the CyberArk Icon
Click to Request Settings
You will be prompted to update the CyberArk policies, select YES
- The process will begin in the background and should take a minute to complete
After a minute, right click on the CyberArk icon again, this time, choose About CyberArk EPM Agent
- Your policy should show an updated date/time
Restart your computer after the policy update and use the Company Portal to install Zoom.