Zoom - Troubleshooting

My camera isn't working

If your camera is showing a black screen, make sure that your privacy slider is not slid over your webcam. There is a small black plastic tab above the HP 1030 and 830 model laptops where you can slide it over and away from the camera.

Troubleshooting camera tips for Windows

  1. Make sure that all other programs that utilize the camera are not using the camera or are closed.
  2. Restart your computer.
  3. Uninstall the Zoom client and reinstall the latest version from their Download Center. 

Windows 10 has a privacy feature that may block Zoom from using the camera. Learn more about this feature and how to allow Zoom access to your webcam.

Troubleshooting camera tips for macOS

  1. Make sure that all other programs that utilize the camera, such as Photo Booth and Facetime, are closed. 
  2. Restart your computer.
  3. If the camera still does not work in Zoom after restarting, check if the camera works in a Mac app, such as Photo Booth or Facetime.
  • If it works elsewhere, uninstall the Zoom client and reinstall the latest version from their Download Center. 
  • If it does not work in any application, contact Apple support. 

My audio/microphone is not working:

Troubleshooting Speaker (in a meeting)

  1. Expand the audio icon, and open the Audio Settings
  2. In the Speaker section, click Test Speaker to play a test tone
  3. If you cannot hear it, select a different speaker from the menu or adjust the Volume

Troubleshooting Microphone (in a meeting)

  1. Expand the audio icon, and open the Audio Settings
  2. In the Microphone section, you will see the green Input Level bar move when Zoom is picking up audio.
  3. Your audio will start recording Click Recording when you are done and it will play back. You can select another microphone from the menu or adjust the input level.
  4. Check Automatically adjust microphone settings if you want Zoom to adjust the input volume automatically.

If you are on Windows 10 and can't access the microphone, use the Windows search box to navigate to Microphone privacy settings. Switch on the Allow apps to access your microphone toggle and enable access for Zoom.

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.

The video and/or audio are choppy or dropping out!

If your audio or video experience is poor because of intermittent disconnections or choppy audio and/or video, you may be experiencing problems with your internet connection or strained system resources. Perform the following steps to troubleshoot the issues:

  1. Close all programs on your computer except for the web browser you are using to connect to the Zoom session or the Zoom application itself. Close all browser tabs except for the tab with the Zoom session.
  2. Use a wired (Ethernet) internet connection if possible.
  3. Sharing video adds extra strain to your system and internet connection. If feasible, turn off your video if you are experiencing call quality issues.
  4. Restart your computer.
  5. If you are at home, make sure other members of the household are not overtaxing the network bandwidth by streaming video, downloading or uploading files, or using a video chat application on another device.
  6. If your computer is connected to a home WiFi network, try rebooting your modem and wireless router. Perform the following steps:
  1. Unplug the power from the wireless router.
  2. Unplug the power from the modem.
  3. Wait one minute.
  4. Plug in the modem and wait a few minutes for it to finish booting.
  5. Plug in the wireless router and wait a few minutes for it to finish booting.
  6. Once your computer reconnects to the wireless network, rejoin the session.

Note: Sometimes the modem and the router are combined into a single device.

  1. If connection issues persist after rebooting your home network equipment, call your internet service provider (ISP). If you are on campus, contact Laptop Central at (401) 232-6550

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