Zoom Troubleshooting Guide

Owned by Amelia Espiritu-Santo
Last updated: Apr 07, 2020
2 min read

Make sure your internet has an upload speed of at least 5 mbps and a download speed of 10 mbps. You can check your internet speed on speedtest.net.

Audio Problems

Problem

No audio coming in or coming out

Solutions

  1. Use the Test Speaker and/or Test Microphone button to adjust the audio:

    1. Go to your settings

    2. Select Audio

    3. Press the “Test Speaker” or “Test Microphone” button.

    4. Adjust the the volume until the volume bar below the button indicates there is noise going through the input or output.

  2. Fix your microphone privacy and permissions:

    1. Open the start menu

    2. Go into Settings

    3. Select Privacy > Microphone

    4. Make use “Allow apps to access your microphone” is turned on

    5. Make sure “Allow desktop apps to access you microphone” is turned on

  3. Restart your computer.

Problem

No microphones or speakers are working

Solutions

  1. Check microphone and speakers.

  2. Check if your microphone or your speakers are plugged in all the way.

  3. Unplug the microphone and pug the mic back in.

  4. Is your microphone or speaker volume turned down or muted on your system?

  5. Turn up volume and look for your system’s volume or system’s mute button.

  6. Restart your computer.

Video Display Problems

Problem

Solutions

  1. Make sure other internet users or apps aren't using up available bandwidth. Turn off other unnecessary apps. If this does not work, email clarkr21@wwu.edu.

  2. Turn off your system’s camera device and only use it briefly when required to. If this doesn’t work, email Video.Services@wwu.edu.

  3. Download the Zoom app on your cell phone and click on the Zoom link on your phone. If the video display is still glitchy or you have no cell phone available, contact Video.Services@wwu.edu.

Internet Connection Problems

Problem

Solutions

  1. Try Wi-Fi, if available. If not, email clarkr21@wwu.edu.

  2. Download the Mobile app you are using for web conferencing on your cellphone and enter then conference that way. If this does not work, email Video.Services@wwu.edu.

  3. Get the phone number for Zoom from the instructor to call, using an ordinary phone connection. This is a long distance number.

  4. Ask the instructor to record the lecture for future viewing.

Problem

Solutions

  1. Try wired internet, if available. If not, email clarkr21@wwu.edu.

  2. Download the Mobile app you are using for web conferencing on your cellphone and enter then conference that way. If this does not work, email Video.Services@wwu.edu.

  3. Get the phone number for Zoom from the instructor to call, using an ordinary phone connection. This is a long distance number.

  4. Ask the instructor to record the lecture for future viewing.