Resolving Student Technical Issues with Zoom

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From connection and internet issues to microphone and webcam problems, there will inevitably be at least some technology issues during your Zoom classes. Many of these can be easily resolved. This article and its accompanying student-companion, is intended to help you to provide support to students who are having issues connecting to your Zoom call. 

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Student Companion

Student technical issues can interrupt the flow of the class, causing disruption not only to that particular student you as a instructor and potentially the rest of the class. As an instructor, this can place a dilemma of how to handle such individual issues, without detracting form the overall flow of the class. 

This article has an accompanying student companion, are intended to help you to support your students. While not exhaustive, they are intended to help resolve some of the most common and easily resolve technical issues. Feel free to share the link to this accompanying article with your students, either in advance to preempt issues, or during the class to help resolve them.

The student companion mirrors the content below, however is adapted specifically for distribution (e.g., without this introduction and suggested articles). 

The meeting is for authorized attendees only

Warning that the Zoom meeting is only for authorized attendees only
  • Ensure that you are logged into Zoom via your university account: This occurs if you are attempting to connect to the call from an account that has not been approved to view the class. To resolve log in via your university account.

Difficulties connecting to the Zoom call

  • Try a different device: If you are unable to enter a Zoom call, the easiest way of resolving it is to try and login via a different device (potentially a phone or tablet).
  • Login via the browser version of Zoom: If don’t have another device to hand, try logging in via the browser based version of Zoom rather than the app.
Option for joining Zoom via a web browser

Webcam difficulties

Selecting the correct camera within Zoom
  • Make sure correct webcam is selected: If you have multiple webcams, it is possible the incorrect one is selected – make sure that the selected one is as expected.
  • Make sure no other applications using the webcam are loaded: If you have another using your webcam only, make sure that close this application
  • Unplug and re-plugging the webcam: If you have an external webcam, try unplugging it and re-plugging. It is possible that another program that was using the webcam has crashed, meaning it is not available to other programs.
  • Restart your device or use a different one: As a fallback, use a different device or restart your current one. 

Microphone difficulties

  • Make sure correct microphone is selected: If you have multiple microphones, it is possible the incorrect one is selected – make sure that the selected one is as expected.
Selecting the correct microphone within Zoom
  • Perform the test speaker and microphone: Especially if you have multiple microphone options, this can be useful in selecting the right one.

Note: If you are a live-call, make sure to mute your microphone from the call and disable your webcam, so others can do not see you testing the device.  

Muting your microphone and video before testing your microphone
Using the testing microphone option within Zoom
  • Restart your device or use a different one: As a fallback, use a different device or restart your current one. 

Difficulties entering a breakout room

  • Raise to professor: If you do not receive an invitation to a breakout room raise to your professor; if you disconnected and reentered the class after an earlier breakout room, then you will been to be re-assigned.
  • Chromebook/Chrome OS: Although the majority of ways of accessing Zoom support breakout rooms, if you are accessing Zoom via a Chromebooks or on Chrome OS you will need to use a different device. 

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