Zoom
Troubleshooting

Accessing Phone Audio

To access phone audio as an attendee, you must decide how you would like to connect by selecting “Phone Call” or “Computer Audio.”

Phone Call: When selecting this option prior to entering the room, choose the phone line with an area code closest to your location for best audio quality. Once dialed in, you will be prompted to provide your Meeting ID and Participant ID — listed below the dial-in numbers on the audio conference options menu.

Computer Audio: When selecting this option, you will automatically go into the meeting room. If the host asks you to speak and you are not unable to be heard or if you are unable to hear what is being said by the host or other attendees, click the up arrow next to the microphone icon, then click “Test Speakers and Microphone” and follow the prompts. If you are unable to hear or be heard during those tests, check your settings by clicking “Audio Settings” using the same up arrow and look for the speaker and microphone volumes. If that still does not work, use the up arrow again and select “Switch to Phone Audio” and follow the same instructions for connecting via phone call.

Accessing Video

Click on the video icon at the bottom of the screen to activate your video. To select which device to use, click on the up arrow in the top right corner of the “Start/Stop Video” icon and choose which camera option you would like to utilize.

Common types listed:

• Integrated camera — in device, such as a laptop or smart device
• Webcam — additional device hooked up to laptop, desktop, smart device, etc)

You can also use this menu to select a virtual background or video filter. To adjust your video settings, click on the up arrow and select “Video Settings.”

Common Issues

My audio/video is choppy, laggy or stops.

1. Shut down any background apps, especially Outlook.
2. If Step 1 doesn’t help:

• Try refreshing browser page if using the web app.
• Move to phone audio.
• It could be your internet speed. Try a speed test.
• For stable audio/video quality, you should have a download speed of at least 10Mbps.

I can’t hear anything.

Check your audio source in the Zoom app. For Computer Audio:

• Ensure that your computer speakers are on and unmuted.
• Ensure that the audio source in Zoom and the audio source in your system settings are the same.
• If you are unable to establish an audio connection, try using phone audio instead.
• Make sure to include your participant ID when calling in. If you call in without it, return to the “Switch to Phone Audio” option and use the code at the top of the dial-in options.

Use the Test Speaker and Microphone option for in-app troubleshooting.

Where do I find the materials for this event?

Materials are emailed to participants ahead of the event (try checking your junk folder if you didn’t see it) and provided as a link through the chat section in Zoom. Try scrolling to the top of the chat to find the link. Your trainer has the link, so you can always ask them as well.