Basic Troubleshooting Steps

  1. Turn off your video
    • It could be a good idea to message your instructor directly that you’re turning off video because of connectivity issues
  2. Close Chrome (try Firefox, Safari, or Edge for critical websites)
    • Chrome is very handy but very resource intensive. Try closing it completely. Firefox, Safari or Edge should allow you to access critical sites without using as much processing power.
  3. Close all other applications (and pause syncing)
  4. Turn off the VPN (or turn it on if it was off)
    • This should not impact your zoom connection, but switching it on or off helps in some cases
  5. Join the session another way
    1. If you have a smartphone, you can install the zoom cloud meetings app and join the meeting from your phone while you do your work on your computer. This can help split up processing tasks.
    2. If just the zoom software is giving you trouble, you may be able to join from a web browser
    3. If your network connection is the problem, you can dial into zoom audio via a phone call (without using internet connections at all).
  6. Restart the application (Zoom, the browser), restart your computer
    • Some standby techniques never fade. Why? This helps the application (or the operating system) reset itself, which can help it work better.  A restart that takes a minute or two may mean you can join class.
  7. (After Class) Check for updates
    • After class has ended, check Zoom and your OS for updates, and apply them.
  8. (After Class) Uninstall/Reinstall
    • If Zoom is still not working, uninstalling, restarting your computer, and reinstalling can help.

Additional Resources

  1. Drop-in Live Zoom Support by PEPS
    • If you can mostly get Zoom working but need help with settings, features, or fine-tuning.
  2. ITS Helpdesk Client Portal
    • Start a live chat session with tech support, or submit a request for more in-depth help.