Information Technology

UW Zoom Troubleshooting Tips

Troubleshoot Zoom

Check Zoom status for service availability: https://status.zoom.us/

For more troubleshooting, click on the topics below.

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.
    • 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 https://washington.zoom.us/meeting/123456789, change /meeting/ in the URL to /j/ and try to connect again. For example, https://washington.zoom.us/meeting/123456789 should instead be https://washington.zoom.us/j/123456789.

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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.

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I can’t hear or talk to people

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

  • Check the attendee controls at the bottom of your meeting window. If you see the Join Audio icon on the far left, click it. (If you’ve already joined your audio, you’ll instead see the mute/unmute icon.)
  • To check whether the issue is related to the Zoom program, see:
  • If your audio isn’t working in the Zoom client outside of the meeting , try troubleshooting the device itself. For assistance, please contact the UW Bothell IT Helpdesk via uwbit@uw.edu.
  • The host may have allowed only telephony audio. In this case, you will not see the message “join meeting with computer audio”. You may still be able to join the meeting with video or via phone.

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People can’t see me

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

  • Make sure your video isn’t turned off by checking the Start Video icon in the attendee controls at the bottom of your meeting window.
  • If you’re connecting from a Lenovo device and your video isn’t working, see Video not working on Lenovo devices.
  • If your video isn’t working in the Zoom client outside of the meeting , try troubleshooting the device itself. For assistance, please contact the UW Bothell IT Helpdesk via uwbit@uw.edu.

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My video quality is poor

  • The “Optimize for full screen video clip” setting greatly reduces video quality. Restart the screen share with that setting unchecked.
  • If you are experiencing a problem with the internet or poor connectivity, we recommend stopping your Video feed and utilize Audio only.

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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.

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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.
  • 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 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.

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My recording won’t convert

  • Your device might be low on disk space. Please contact the UW Bothell IT Helpdesk via uwbit@uw.edu.

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Error adding alternative hosts

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

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My problem isn’t listed here

For help or to learn more, contact UW-IT (help@uw.edu, 206-221-5000).

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