Can’t log into Zoom

If you’re having trouble logging in, try the following:

1. Check that your network connection is working.
2. Confirm that you're using the correct username and password.
3. If Zoom is already installed on your device, check for updates:
   • Open your Zoom desktop client. A window pops up.
   • In the upper-right corner of the window, click your Profile picture > Check for Updates.
   • If there is a newer version, Zoom will download and install it.
4. Uninstall Zoom, power cycle your device, and reinstall the app.

Zoom doesn't seem to be connected when starting meeting

• Make sure you've installed the Zoom client. If you haven't, download it from https://zoom.us/download.
• Check that you have the latest update:

1. Open your Zoom desktop client. A window pops up.
2. In the upper-right corner of the window, click your Profile picture > Check for Updates.
3. If there is a newer version, Zoom will download and install it.

TV/Display isn't connected to Zoom in our meeting room

1. When not in use, the Zoom Room TV/Display goes to sleep. "Wake up" the connected tablet or computer.
2. Make sure all cables are connected and TV is on.
3. The Zoom Room TV/Display has a CEC-supported TV that may be switched off. To turn it on manually:
   • On the Zoom Room Controller device, tap Settings > Display Screen > CEC.
     The number of CEC-enabled TVs that were configured for the room displays.
   • Turn ON the TV/Display's CEC per the display's user guides. (You might need IT to help with this step. Instructions for newer and older LG models are below.)

Turn on CEC for LG Display—Newer Models:

1. On the LG remote, press Home.
2. Click the Settings icon in the top right corner of the LG Display.
3. Click the All Settings (⋮) icon in the lower right corner of the LG Display > General > SIMPLINK (HDMI-CEC).
4. Switch the feature ON.
5. Press the back button on the remote twice to close the menus.
6. Power the display OFF for one minute. Restart.

Turn on CEC for LG Commercial TV—Older Models:

1. Press and hold the Menu button for 5 seconds. The Menu pops up then disappears.
2. Within 5 seconds press 1105 and Enter.
3. In the pop-up menu, navigate to HCEC and then Enter.
4. Switch from Default to HCEC.
5. Select Enter, then exit the menu.
6. CEC works on both HDMI 1 (rear facing) and HDMI 2 (side facing).

Zoom Rooms app is freezing or not working

Restart the Zoom Room app as follows:

1. Ensure that kiosk mode is enabled for your Zoom Room devices.
2. Sign in to the Zoom web portal at zoom.us.
3. Choose Room Management > Zoom Rooms. Find the room you would like to restart and click Edit.
4. Scroll down to the Devices section and click "Restart Zoom Room App". Click "Restart" again when prompted.

Zoom not appearing in Outlook on PC

1. Close and reopen Outlook.
2. In Outlook, click File > Options > Add-ins.
3. In Add-ins, make sure that on the Manage section is on Com Add-ins. Click Go. A new window opens.
4. Check the Zoom Outlook Plugin option and click OK.
5. Close and reopen Outlook.

Zoom is not installed on my PC (for Outlook)

1. (If you are working offsite) Connect to VPN.
2. Open Software Center application.
3. On the left-side corner, in Software Center, click Applications.
4. Search for the Zoom Outlook Plugin application, click on it, and click Install.
5. (If you are not able to install the Zoom app) Restart your computer and try again.

Video camera not working with Zoom

If your video camera is not working with Zoom, try the following:

1. Ensure that all other applications that use the camera are not currently using it, or are closed.
2. Restart your computer.
3. If the camera is still not working, check if it is working on another app (e.g. Camera or FaceTime). If it is, the issue is isolated to Zoom: uninstall Zoom and reinstall it from https://zoom.us/download.
4. (On a PC) Update your device's camera driver by visiting its support and downloads page.

Audio echo or feedback during Zoom meeting

To eliminate audio echo or feedback during meetings, try the following:

1. If any participant has joined by both computer and telephone, ensure they have entered their participant ID.
2. Have participants who joined by both computer and telephone manually disable audio on their computers.
3. If multiple participants are in the same room in close proximity, have other participants disable audio on their devices so that only one device in the room has audio enabled. Select Audio Options > Leave Computer Audio (PC/Mac), or Disconnect (Android/iPhone).
4. Turn down volume on TV or sound bar speakers.
5. If echo or feedback can be traced to a single device, use a different microphone for that device.