Frequently Encountered Issues Guide

 

Listed below are some common issues that we have encountered using Zoom to host webinars and meetings with colleagues and students across distances.

Please bear in mind that these are best practice recommendations to avoid issues or to address problems should they arise, but are not guaranteed to solve the problem. If the problem is with the user's hardware, it may have to reset (turned off/ turned on) or be replaced. If the problem is with the user's internet connection, they will need to contact their provider.

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For Gratz Events

• No audio from guest speaker/ audience cannot hear guest when they are speaking
  • Follow this video to test your audio on Zoom: https://support.zoom.us/hc/en-us/articles/201362283-Testing-computer-or-device-audio Another option is to sign out and sign back in to reset the program
• Choppy connection/ delay in connection/ frozen screen on guest/ MC.
  • This means you have a weak wi-fi signal. Here is a good article for recommendations: https://www.seattletimes.com/business/technology/whats-messing-up-my-internet-connection-for-zoom-meetings-and-other-work/
• Pop-up message that reads "your internet connection is unstable".
  • This means you have a weak wi-fi signal. Here is a good article for recommendations: https://www.seattletimes.com/business/technology/whats-messing-up-my-internet-connection-for-zoom-meetings-and-other-work/
• Loss of power/ loss of internet connection from guest/ MC
  • In the events of a lost connection from a event participant the leaders of the event will continue with the program until the connection can be re-stablished. 
• Loss of power/ loss of internet connection from host/ Gratz College. 
  • All events have two staff members as host and alternative host. Should a problem be encountered the controls will shift to alternative host so there is no interruption.

 

For Classes or Meetings

• No audio from host/ audience cannot hear host when they are speaking.*
  • Follow this video to test your audio on Zoom: https://support.zoom.us/hc/en-us/articles/201362283-Testing-computer-or-device-audio Another option is to sign out and sign back in to reset the program
• Choppy connection/ delay in connection/ frozen screen on host.*
  • This means you have a weak wi-fi signal. Here is a good article for recommendations: https://www.seattletimes.com/business/technology/whats-messing-up-my-internet-connection-for-zoom-meetings-and-other-work/
• Pop-up message that reads "you're internet connection is unstable".*
  • This means you have a weak wi-fi signal. Here is a good article for recommendations: https://www.seattletimes.com/business/technology/whats-messing-up-my-internet-connection-for-zoom-meetings-and-other-work/
• Host would like to record the class/ meeting
  • Host MUST inform the attendees and receive permission from all to record any session.
• Loss of power/ loss of internet connection from host
  • This will end the class/meeting for everyone. Please be patient! The host will message you and let you know if they are having connect problems and if they cannot reconnect in a timely manner will reschedule the class/ meeting.

*This will apply to the attendees in the class/ meeting as well.