If you are experiencing any issue(s) with slowness, frozen screen, poor quality audio, or disconnecting while using a home connection, try the following:
- Watch a video about WiFi connectivity.
- Try to connect directly by plugging into your internet router (if your internet router has wired ports)
- Try bringing your computer or mobile device closer to the WiFi router in your home or office.
- If you are using a VPN consider turning it off if it isn’t necessary for the meeting.
- Consider turning off streaming devices that may be eating away at network bandwidth, these devices include cameras, gaming devices, cloud-based internet devices, or smart TVs.
- To test your network connection speed please try going to fast.com or speedtest.net and verify you have at least 1.5Mbps for both upload and download speeds.
If you still are unable to resolve connection issues at your home, please consider reaching out to your internet service provider.
If you are on campus, please place a ticket with email@example.com with the location of where you had your meeting connection issues and contact info so we may investigate.
If you are experiencing audio/video issues and have already ruled out network issues, please try the following:
- Make sure all other programs that utilize the camera are not using the camera or are closed.
- Restart your computer.
- Uninstall the Zoom client and reinstall the latest version, directions on how to do this can be found here.
- Visit your device’s support and downloads page to update the latest camera/audio driver.
- Consider closing out of any applications that are not in use during the meeting to ensure system resources are free for use.
- If you are unable to hear or talk to people in the session make sure you don’t have a “Join Audio” icon on the bottom left-hand side of the zoom window. If you do, select that icon to join with computer audio.
- If you are hearing an echo perform the steps shown here.
- For hosts that would like to share a video, they must check the box that says “Share Computer Sound” otherwise participants will be unable to hear the video that the host is trying to share. More information on this can be found on our site.
- If you would like to test video/audio go to zoom.us/test from here you have the ability to join a test session to verify your equipment is functioning properly.
Unable to Join Meeting
- Verify the link you are using is for the correct meeting space and for the correct date/time. If you are the only person in the session after it has already begun, chances are you are using the incorrect meeting id/link.
- If you receive a message shown below, please follow the steps shown here.
- If you have been placed in a waiting room, the host must admit you into the meeting space before you are able to see other participants.
- Try to periodically update your zoom application by following the instructions shown here. Zoom regularly makes updates to improve the application.
- Make sure you are logging in with the “SSO” option when prompted for the domain enter aurora and log in with your Okta credentials. This will ensure you are logging in with a pro account rather than a basic account.
- When you are not speaking, mute your microphone.
- If you are having trouble with zoom freezing consider turning off touch up my appearance, disable your virtual background, and/or disable HD video. These all use up more bandwidth and system resources and they are not critical to a zoom session.
- When hosting a zoom session ensure you are following our guide on preventing zoom interruptions.
Who to Contact for Assistance
- If you require any zoom assistance or have any questions please reach out to our ITS team by emailing firstname.lastname@example.org or by calling 630-844-5790.