Troubleshooting Common Zoom Issues

Here is a list of a few common issues that can occur within Zoom and how you may be able to resolve them.

I cannot sign in to Zoom or I cannot connect to a Zoom call

Signing in to the Web Portal

• From a desktop or laptop make sure you are signing in from the official St. Lawrence Zoom page: https://stlawu.zoom.us

Signing in via a Mobile Device

1. Open the Zoom app
2. Tap Sign In
3. Under the Or, sign in with section, tap SSO
4. For company domain, enter stlawu
5. Sign in with your St. Lawrence email and password
6. If prompted to open Zoom, tap Open

In a pinch, if you cannot connect from your computer, try connecting from your phone, or vice-versa.

I cannot hear others in a call

1. On the bottom left corner of the Zoom window, immediately to the right of the mute/unmute button, click on the caret ^ button.
2. Under the Select a Speaker section, click on the speaker or headphones that you would like to use. PLEASE NOTE: Your list of available speakers and microphones will look different than the list in the example image.

Others in a call cannot hear me

• Option 1: Confirm you are not muted
  1. On the bottom left corner of the Zoom window, if you see a microphone button with a red slash through it, and the text beneath it says "Unmute", click on it in order to unmute your mic.
• Option 2: Confirm you are using the correct microphone.
  1. If you are using a USB headset/microphone, confirm that it is fully plugged into the computer.
  2. On the bottom left corner of the Zoom window, immediately to the right of the mute/unmute button, click on the ^ button.

Under the Select a Microphone section, click on the microphone that you would like to use. PLEASE NOTE: Your list of available speakers and microphones will look different than the list in the example image.

I cannot see myself/others cannot see me

1. If you have a USB webcam, confirm that it is fully plugged in.​​​​​
2. On the bottom left corner of the Zoom window, immediately to the right of the Start/Stop Video button, click on the ^ button.
3. Under the Select a Webcam section, click on the webcam that you would like to use. PLEASE NOTE: Your list of available webcams will look different than the list in the example image.
4. Confirm that your webcam is not covered physically by anything. (An object in the way, tape, paper, etc)

I hear Feedback/echo in call

• This is the result of the sound from the Zoom call being picked up again by someone's microphone. This can usually be resolved by everyone in the call using headphones and muting their microphone when they aren't speaking.

My Audio/Video is choppy or distorted

• This is often the result of a poor network connection. When this occurs, there are several things you can do to help make the call experience smoother:
  • Use wired internet through ethernet whenever possible.
  • Mute your microphone when you aren't speaking. Zoom has to use part of your internet's bandwidth to transmit your voice to others. Muting your microphone leaves more bandwidth to hear others.
  • Stop your webcam if you don't need it.
  • Close other applications that are using the internet on your computer (web browsers, music players, etc)
  • Turn off or disable wifi on unnecessary smart devices in your home (smart TVs, tablets, Echos/Echo Dots, etc)
  • Disable HD Video
    1. Click on the ^ Button to the right of the Start/Stop Video icon.
    2. Click Video Settings...
    3. Uncheck the box that is labeled Enable HD.

I have another issue not listed here

• You can always submit a ticket to receive assistance with Zoom. You can find the form for Zoom issues by visiting this page, and clicking "Request Service" on the right. 
• Additionally you can call the ODY Service Desk at 315-229-5770 for more assistance as well.