Zoom Troubleshooting Introduction

This document is to help provide answers to common issues which may arise in calls to support you tackle common issues which may arise whilst you’re on the call.

In response to Covid-19 Teach First is working hard to ensure that we can best support our candidates, teachers and leaders.  These are unprecedented circumstances, which require us to work fast.  This will mean that what we do now may not be exactly the ‘most ideal and best practice’ methodology we intend to use in the future.  As a result of this it could be that your connection issues cannot be fixed quick enough to join the call on this occasion.

We know this is not ideal but there are other ways in which you will be able to connect with the programme resources, and as such we would recommend you reach out to your Support Role – Development Lead, Ca-reer Programme Lead or Achievement Partners – if you are unable to stay on the call.

This document will be updated regularly to ensure that we are capturing as much knowledge as possible.

ContentsAccessing the call.................................................................................................................2

I have clicked on the meeting link, but nothing is loading.................................................2

I’ve used Zoom before but it doesn’t seem to be working.................................................2

I clicked on the link, and it redirected me to the Zoom desktop programme, but I can’t access all the options – like my microphone or webcam..................................................2

Microphones and Webcams.................................................................................................2

It says my microphone/webcam isn’t connected...............................................................2

I was muted but I didn’t do that, is there a problem?........................................................4

During the call...................................................................................................................4

Is there a register I need to sign in on?.............................................................................4

I have to dial in on my mobile, is that ok?.........................................................................4

My screen has frozen, but I can still hear everyone talk...................................................4

Everything has frozen, help!.............................................................................................5

Leaving the call....................................................................................................................5

I can’t figure out how to leave the call...............................................................................5

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Accessing the call

I have clicked on the meeting link, but nothing is loading.

The meeting link will always try to redirect you to use the Zoom programme. You can download the Zoom programme from Zoom directly or through the App Store if you’re on a Mac. If you don’t have this, you can connect to Zoom through the web or through the phone app but the Zoom programme is more reliable for call quality. You can also dial in via a phone number if a number has been provided by the person leading the call.

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I’ve used Zoom before but it doesn’t seem to be working.

There have been a lot of Zoom updates throughout April since the outbreak of Covid-19. Your app may just need to update, so we would recommend signing out and signing back into your account.

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I clicked on the link, and it redirected me to the Zoom desktop programme, but I can’t access all the options – like my microphone or webcam.

Unless you have set up the desktop app to automatically sign you in, it could be that you need to log in to your Zoom account. To check this, find the Zoom icon on your start bar, and see if there is a small box asking you to sign in.

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Microphones and Webcams

It says my microphone/webcam isn’t connected.

First off, check if there is a red line through the microphone/webcam. If so you just have to click on them to turn them on.

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When muted and camera is off When off mute and camera is on

If it’s not that then you’ll need to check the settings for your microphone and webcam in your zoom settings. Open the desktop app, go to the righthand corner and you’ll see a small cog. Click on the cogs to open settings and got to your video/audio option. It should look like this:

You will need to check in these areas that your microphone is working an that you can see yourself on the webcam.

After this, re-join the call and see if it works. If it doesn’t check that your settings have worked by clicking on the options arrows next to the microphone/webcam to see if your preferences stuck.

You should be able to resolve from here by selecting what works for you.

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I was muted but I didn’t do that, is there a problem?

No, you’ll likely start the call on mute or the person leading the call can mute the entire audience at any given point. You can unmute to ask questions/interact by clicking on the unmute button.

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During the call

Is there a register I need to sign in on?

No, we’re automatically taking the attendance, so you don’t need to do anything. You can make it much easier by ensuring that your Zoom profile is your full name as we would know you. You should be using Zoom through your My Teach First email, but your full name helps us to make sure we get the right person.

If you have a preferred name that we know you like to go by (i.e if your full name is Penelope Jane, and you prefer Jane, or Christopher and you prefer Chris etc) then please use that name on your screen ID.

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I have to dial in on my mobile, is that ok?

If you need to dial in that’s totally fine, however you won’t be able to see the screen throughout the call and it may be hard to engage in all of the activities.

If you dial in on the phone please make sure you let your support role (Development Lead, Career Programme Lead or Achievement Partner) know as soon as possible so that they can make note that you attended.

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My screen has frozen, but I can still hear everyone talk

This could be down to your internet connection, but it could just be that the call has become stuck. You should wait a couple of minutes to see if it reboots and catches up, or you should wait for the speaker to hit a natural pause or a stop for questions. You can then ask for their help. If the issue affects everyone the facilitator can resolve but if it’s just you then the facilitator can pop you back in the waiting room and get you to re-join.

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Everything has frozen, help!

This could have happened for any number of reasons, but if you can quit Zoom and re-join the call that’s the best thing to do.

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Leaving the call

I can’t figure out how to leave the call

In the bottom right corner there is a red option which says ‘Leave Meeting’ or ‘End Meeting’. Either of those will end the call for you.

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