Zoom Troubleshooting: Alternate Methods to Connect to a Zoom Meeting

Introduction

Zoom is a virtual meeting room and webinar platform used by faculty, staff and students across the University of Alberta campus. It’s available across a wide variety of platforms. This article is designed to assist clients and analysts with connecting to Zoom in an instance where the installed application is not working correctly.

Applicability

Target Audience:

Service Desk analysts receiving calls from clients unable to connect to their Zoom meeting or software
Endpoint Support analysts troubleshooting issues with the installed Zoom application
Clients looking for an immediate workaround to connect to a meeting and the installed application is not functioning correctly

Basic Application Information

Zoom is installed as part of IST’s Windows and macOS deployment procedures, and should be included as a standalone application on any University computer. Zoom can also be installed manually; if the software is missing and you require assistance installing please contact the Service Desk at 780-492-8000to log a ticket.

Clients also have the option of installing the Zoom application for iOS and Android devices, which is detailed further below.

Zoom is included as part of the eClass platform. Service Desk and Endpoint Support analysts assisting with issues related to eClass, or issues/questions regarding the Zoom account, can submit their ticket to the IST eClass Support team by sending an email to eclass@ualberta.ca.

Clients looking for training on how to use Zoom, or any of the IST supported video conferencing solutions, can submit a Training: Tools for Online Classes and Conferencing request and a support analyst will contact you to make arrangements for individuals or small groups.

Troubleshooting Tips and Workarounds

Clients experiencing issues requiring immediate access to a meeting, or analysts working to assist with connecting clients to a meeting quickly, can use one of the following workarounds if updating/reinstalling the Zoom application fails or isn’t immediately possible.

Once a workaround is in place, a ticket should be routed to Endpoint Support to follow up with the client and assist with ensuring the Zoom application is functional.

Connecting using your web browser is convenient, but has limited functionality compared to the Zoom application. Connecting using the Zoom app on a phone or tablet is recommended if you need full functionality (i.e you are hosting or need to manage the meeting).

Connect to a meeting using your web browser
1. Locate your Zoom meeting invite in your calendar.
2. Click the link for your meeting from inside the invite.
Note: If the meeting host has it enabled, you may have a “Join from Browser” option in the calendar invitation. If so, click that link to continue

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3. A browser window will open titled “Open Zoom Meetings”. Select cancel on the pop-up window, and then select “Join from Your Browser” on the webpage

4. A Meeting Info window will appear. Select “Join Audio” and then “Start Video” and if prompted, Allow them permission to access your browser via the pop up window that appears. Once allowed you will have the option to select a different video/audio/microphone source as in the Zoom app.

5. Enter the Meeting Passcode (if it is not pre-populated), which can be found in the calendar invite. Enter your name as you wish it to be displayed, and choose Join to enter the meeting.

Connect to a meeting using the Zoom app in iOS/Android
1. On Android, open the Google Play Store. On iOS, open the Apple App Store.
Note: On Android you will require a Google Account to download, on iOS an Apple ID is required.
2. Search for “Zoom - One Platform to Connect” and download from your corresponding app store.
3. Open the app, and select Sign In > Continue with Google
Note: If you are NOT using the University of Alberta Zoom license you will need to sign in using your own unique Zoom account information.

4. Sign in using your CCID@ualberta.ca and CCID password if you have not used the application before. If you have, your account may be populated and you can select it for easy sign in.
Note: It’s strongly recommended you sign in specifically using CCID@ualberta.ca and not an alias or firstname.lastname. If these are the pre-populated options, select Use another account and sign in using your CCID@ualberta.ca as the username.

5. Once you are signed into the app you can join a meeting multiple ways
-Select a meeting from the Zoom application if available
-Select “Join” at the top and enter the Meeting ID and Passcode manually from your calendar invite
-Open your calendar application and join the meeting from the link provided, which will prompt you to open with the Zoom application on your device.

KB0013097: Book Online Classroom and Meeting Training

Keywords: zoom, meeting, hybrid, webcam, remote, android, windows, ios