Before a Meeting
- Fully close all applications that you do not intend to use during the meeting beforehand. Your computer only has so much memory and processing power, and you’re inviting Zoom to crash if you don’t do this!
- Make sure you have the participant’s contact details on hand: if you or they have a problem connecting, you will need to reach out to them to troubleshoot together.
- Make sure you have the correct invitation link.
- Make sure you have Zoom installed on an alternative device (Zoom is available on iPhone and Android!)
Troubleshooting Guide
“My video/audio has frozen”
- This is an unfortunate fact of life. Before you do anything, wait 30 seconds. If the computer is temporarily stalling, it may resolve itself and anything you do in the meantime may make the situation worse. Failing that:
- Try to leave the meeting and rejoin. Before doing so, make sure all applications that you are not using are closed.
- If the application has frozen: try to close it as normal, then reopen and rejoin. If it does not respond, force-quit it:
- – Windows: press ctrl-alt-del, select “Task Manager”, select “Zoom”, click “End Task”
- – Mac: press cmd-option-esc, select “Zoom” from the “Force-Quit” program, click “Force Quit”
“Participants cannot see me”
- Make sure you have clicked the “start video” button in the bottomleft corner.
- Make sure you have no external displays or monitors plugged into your computer, or secondary displays plugged into your computer.
- If you are using an external webcam, check the connection with the computer/laptop.
- Make sure there is no cover obstructing your camera’s lens.
- Make sure you have no applications open they may be using or controlling your webcam (ie. Facetime, skype, etc)
- Make sure you have given Zoom permission to access your camera:
- On Mac: instructions here.
- On Windows: instructions here.
- Restart your machine.
- If this is still not working, try an alternative device (eg. Zoom for mobile)
“I am not getting any sound”
- Make sure you have clicked “start audio” in the bottomleft corner
- Make sure you have no external microphones, speakers or audio equipment plugged into your computer that you do not intend on using.
- Make sure there are no Bluetooth devices connected to your computer.
- Cases have been known to obstruct microphones on certain laptops: remove any cases, stickers or accessories that could be potentially obstruct your microphone.
- Make sure you have no applications open that may be using or controlling your webcam (if in doubt, close all applications that you are not using!)
- Restart the Zoom meeting and make sure that “Use computer audio” is selected”
- Make sure you have given Zoom permission to access your microphone:
- On Mac: instructions here.
- On Windows: instructions here.
- Restart your machine.
- If this is still not working, try an alternative device (eg. Zoom for mobile)
“I cannot hear my participants”
- Make sure your participant is not on mute: Ask them to unmute themselves or do it for them (click “manage participants” and then “unmute” next to their name.)
- Can you hear any other applications? If not, you may be on mute or the volume may be low, check your volume settings.
- Make sure you have no external microphones, speakers or audio equipment plugged into your computer that you do not intend on using.
- Make sure there are no Bluetooth devices connected to your computer.
- Make sure you have no applications open that may be using or controlling your speakers (if in doubt, close all applications that you are not using!)
“I cannot see my participants”
- You do not have control over your participant’s webcam, instruct them to click the “start video” icon at the bottomleft corner of the screen or have participant follow instructions under “My participants cannot see me”
Troubleshooting guide originally published here.