Zoom Troubleshooting Guide
We have two platforms that we are using: GoToWebinar for large, general sessions, and Zoom for all others. This guide focuses on Zoom; to troubleshoot GoToWebinar, go here. Your daily email (as well as the schedule here) will have the information about which platform you are using.
I can’t access the session.
You can check the requirements for a device to run Zoom here. You can also test your video and audio here. It is recommended that you use the zoom application that launches automatically from the link to the meeting. However, if you have trouble with that, you can also join from a Chrome, Safari, or Mozilla Firefox browser.
- To join from a browser, go to https://join.zoom.us and enter the meeting ID (found here). If the application does not launch, choose “Join from your browser” link at the bottom of the page.
Should anyone be able to hear me?
- Breakout sessions: Because of the size of breakout sessions, everyone is muted automatically. Communication should be conducted through the “Chat” module, either to the whole room (“Everyone”, or directly to one of the RunSignup team members (just start typing “RunSignup” when selecting who to send it to).
- Round-Table Discussions: To make sure everyone can be heard, please leave yourself on mute when you are not talking. To unmute, you can
- Click the microphone at the bottom of the screen
- Click “unmute” on your video
- Click “Alt+A” on windows, or “Shift+Command+A” on Mac
It’s a round-table discission, I’ve clicked unmute, and I still can’t be heard.
The most common things to check for if no one can hear you include:
- Test your audio on zoom here.
- You may want to change your audio option. You should be prompted to select an audio option when logging in, but you can always change your audio selection by clicking the up arrow next to the microphone (at the bottom of the screen) and selecting either “Switch to Phone Audio” or “Switch to Computer Audio”.
- You may have been muted by an organizer. If there is background noise coming from your computer, the organizer may mute you. If you are unable to unmute, use the “Chat” window to message any RunSignup team member.
- You may have a headset plugged in but aren’t wearing it yet. Either put on the headset and use it as mic and speakers, or unplug the headset and use your device’s mic and speakers.
- Your headset may be switched to mute. Make sure that the volume on your headset is turned up, and that mute is off.
- Your headset may not be connected securely. Make sure your headset is connected securely to the headphone jack or USB port on your computer (or the splitter, if you’re using one.) Disconnect the headset and reconnect it and see if that helps.
- You may have a bad connection. If all else fails, try leaving and rejoining the meeting.
What if I have a question or want to contribute to the conversation during a Breakout Session when I'm muted?
There is a “Chat” section on the zoom module. You can message the entire room, or anyone individually. To message someone on the RunSignup team directly, start typing “RunSignup” when selecting who to message.
Why can’t I hear anyone else?
If you’ve joined a session in progress and can’t hear anything:
- You may have selected the wrong audio mode. If you want to connect with your mic and speakers, make sure Computer Audio selected. If you want to connect with your telephone, make sure Phone Audio is selected. To change your audio, click the up arrow next to the microphone (at the bottom of the screen) and select either “Switch to Phone Audio” or “Switch to Computer Audio”.
- You may have a headset plugged in but aren’t wearing it yet. Either put on the headset and use it as mic and speakers, or unplug the headset and use your device’s mic and speakers.
- Your phone volume may be turned down too low. Check to make sure that you haven’t accidentally turned the volume down too low to hear.
- The volume on your headset may be turned down. Make sure that the volume on your headset is turned up, and that mute is off.
- Your headset may not be connected securely. Make sure your headset is connected securely to the headphone jack or USB port on your computer (or the splitter, if you’re using one) Disconnect the headset and reconnect it and see if that helps.
- You may have a bad connection. If all else fails, try switching from computer to phone audio via the audio panel, or vice versa. If that does not work, try leaving and rejoining the meeting.
Why is the audio quality poor?
If you hear static, clicking, echo, feedback, or background noise, try doing the following:
- Move electronic handheld devices, such as an iPhone, away from your mic and speakers. They can cause static.
- Try lowering the speaker’s volume. Built-in or external speakers can cause an echo if they’re up too high.
- Use a headset with a microphone. Built-in microphones on your computer or webcam can pick up noise and cause feedback.
- Try disconnecting and reconnecting your headset. It’s possible the connection isn’t secure.
- Try closing all applications you aren’t using to free up bandwidth. When your computer is running too many programs at once, it can reduce the audio quality.
- Use a fast internet connection. Using older technology could cause poor performance.
- Switch to Telephone Mode by clicking the arrow next to the microphone at the bottom of the screen and selecting “Switch to Phone Audio”.
- Try leaving and rejoining the meeting. Sometimes the connection is bad for no apparent reason and leaving and rejoining solves the problem.
Why isn’t my webcam working?
If your webcam isn’t working, there are a few things you can try.
- Make sure the camera is on. Select the Webcam at the bottom of the screen and make sure it is enabled.
- Check your app permissions.
- On Windows, search for “Webcam” in the start menu and select “Choose which apps can use camera” from menu. Scroll down and make sure the box for your web browser and/or Zoom are checked.
- On Mac, click go to “System Settings” and click “Security and Privacy”. Click “Camera” on the sidebar and make sure your web browser and Zoom are checked.
