Troubleshooting Issues with Zoom

Pro-Active Testing

It is highly recommended that you test Zoom in advance of a scheduled meeting.  You can take these steps to ensure that your Zoom connection will function correctly when you’re in a meeting.

1.      Test that your Passport York password is working by signing in to
2.      Restart your computer and avoid re-launching any programs you don’t need during the meeting
3.      Ensure that you have the latest version of the Zoom client.  Click your picture or initials in the top right corner of the Zoom client, click Check for Updates
4.      Use the Zoom Video Testing to test your audio and video and to verify your hardware functionality

Fixing Problems

If you have any issues when testing your Zoom connection, use the following information to help fix any problems.

Issue What to Check
I can’t sign in to Zoom 1.      If you can’t sign in to, e-mail to request a password reset.  Please include your Passport York username, and a screenshot of the error you are receiving.
My camera is not working 1.      Ensure that other programs that use the camera are closed.  These can include Skype, Teams, etc.

2.      Verify that you have the correct camera selected within Zoom

a.       Click the Arrow Beside the Video Camera – Video Settings

b.       Use the drop down to select the right camera

3.      Follow Zoom’s troubleshooting guide for My Video/Camera Isn’t Working

My microphone is not working 1.      Verify that you are not on mute

2.      Verify that you have the correct microphone selected

a.       Click the Arrow Beside the Microphone – Audio Settings and use the drop down to select the correct microphone

b.       Click Test Microphone to test that the correct microphone is now working

Issues During a Meeting

Video and/or audio is choppy during a Zoom session If other participants’ audio or video is choppy or unclear during a Zoom session, this may be due to your internet connection

1.      Close any programs that might be using the Internet.  This includes video streaming, instant messengers and e-mail clients.

2.      Verify that Windows Updates or Apple Software Updates are not downloading updates while you are on the call.

3.      If other devices in your household are using a lot of bandwidth (such as TVs streaming content), this could affect your call quality.

4.      Reboot (power cycle) your modem and your router.

Contact your Internet Service Provider to assist with troubleshooting your internet connection.

Audio echoes during a meeting 1.      If any participant has a phone call and computer audio enabled at the same time, they should leave their computer audio

a.      Click the Arrow Beside the Microphone – Leave Computer Audio

2.      If any participant has computer or telephone speakers close to their microphone, this will cause an echo.  They should move the speakers and microphone further away from one another

3.      If two devices in the session are physically too close to each other, this can cause an echo.  These participants should move further away from each other or one device should leave the computer audio.

Using a headset instead of speakers greatly reduces the chances of having audio echoes

Other Issues If you experience any other issues during a meeting, re-joining the meeting is the best option:

1.      Leave the meeting

2.      Restart your computer

3.      Re-Join the meeting