Troubleshooting Zoom Issues

On this page:

• I can't join my meeting
• I've joined my meeting, but no one else is here
• I can't hear or talk to people
• People can't see me
• My video is poor quality
• I can't access my recordings, I accidentally deleted a recording, or I can't record
• My recording won't convert
• My problem isn't listed here

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:

  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.

  • 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 setting "enable join before host " is not set, 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 http://zoom.us/meeting/123456789 or http://zoom.us/s/123456789, change /meeting/ or /s/  in the URL to /j/ and try to connect again. For example, http://zoom.us/meeting/123456789 should instead be http://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 (e.g., 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:
  • How do I join or test my computer audio? 
  • My audio is not working on iOS  (iPhone, iPad)
  • Where are my audio settings for iOS?  (iPhone, iPad)
  • My audio is not working on Android 
• If your audio isn't working in the Zoom client outside of the meeting , try troubleshooting the device itself.
• 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. 

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My video is poor quality

• The "Optimize for full screen video clip" setting greatly reduces video quality. Restart the screen share with that setting unchecked.
• Check to see If you are experiencing a problem with the Internet or the device itself. http://speedtest.xfinity.com/

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

Note:

Cloud recording is stored on your Zoom.us Cloud service for a limited time period (120 days).

Local Recorded meetings are stored on the device that the meeting was recorded from (e.g., your desktop computer). The option to record is not available from mobile devices.

• If your meeting is missing from the recorded meetings list in the Zoom client (e.g., 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  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. To check, see:

• Windows 10: Find out how much storage your PC has 
• Windows 8.1, 7: Tips to free up space on your PC 
• Mac OS X: System information for Mac: See used and available storage space 

If you aren't low on disk space and your meeting still won't convert, contact your campus Support Center.

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