Zoom Troubleshooting Tips (Signing In, Microphone, Blackboard, General Issues)

Audience: Faculty, Staff and Students

This KB Article References: Zoom, Zoom for Faculty, Zoom for Students
This Information is Intended for: Faculty, Staff, Students
Last Updated: August 19, 2021
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General Issues

3 Zoom App Tips:

Please share this information widely!


Other Issues

External or People Outside of Stony Brook Can get into Meetings

Issue joining Zooms in the Zoom app/program/client

1001 Error in BlackBoard

2008 Error Code when signing into a Webinar

Blackboard Learning Tools Interoperability (LTI):  Missing the Setting to Record to the Cloud Option

No Phone-in Number

Waiting Room Isn't Working

Problems with Audio on a Windows Computer

The Zoom App opens for a brief moment then crashes, tries to re-open, then crashes in a loop

External or People Outside of Stony Brook Can get into Meetings

Zoom moved their options around. 

The option "only authenticated users can join" was moved out the of Meeting Options section to the Security sections of an individual meeting.

Uncheck "Only authenticated users can join" on the meeting to allow external users to join
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Issue joining Zooms in the Zoom app/program/client

If you can't join a Zoom session with the Zoom app/program (perhaps because your Zoom client isn't upgraded), join in a web browser: Click the Zoom link from calendar or email (or copy the link and paste it into a browser). In the Open Zoom Meetings window, click 1) Cancel and then 2) start from your browser.

join zoom from browser

1001 Error in BlackBoard

If you received an error logging into Zoom from Blackboard, follow the login instructions here

  • Make sure you log in from a private or incognito browser window and you log in to this URL: stonybrook.zoom.us

2008 Error Code when signing into a Webinar

This error appears if you've set up your online session as a Webinar. We do not have a license to use the Webinar feature in Zoom. Currently, all online sessions must be created as Meetings.

Zoom's Error Code definitions

Blackboard Learning Tools Interoperability  (LTI):  Missing the Setting to Record to the Cloud Option

When setting up your Zoom Meeting link in your Blackboard course, but do not see the option to record to the cloud, log into the Zoom Web Portal at stonybrook.zoom.us
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This will automatically update the LTI in your Blackboard account.

Note:  Students (as a host) do not have the privileage to Record to the Cloud. However, if a student is added as an alternative host (aka Co-host) to a meeting, and given the privileage to record, student will be able to record to the cloud. Once the meeting ends, the recording will appear in the host's cloud. 

Follow the instruction for adding alternative hosts to a Zoom Meeting: https://it.stonybrook.edu/help/kb/adding-alternative-hosts-to-a-zoom-meeting


No Phone-in Number

If you are creating meetings and do not see a phone number for guests to call in, you may not be logged in to Stony Brook's license of Zoom even though you used your Stony Brook email address. 

Follow the instructions for logging in but ensure that you log in from a private or incognito window: https://it.stonybrook.edu/help/kb/getting-started-with-your-stony-brook-zoom-account


Waiting Room Isn't Working

If you've enabled the waiting room yet attendees can get in without having to be admitted, check to see to whom you've given Scheduling Privileges. Anyone you've given scheduling privileges can get right in without waiting. Learn more about Scheduling Privileges.


Problems with Audio on a Windows Computer

For a quick workaround, simply call into the meeting with your Mobile Device and troubleshoot later when you have more free time.

See Zoom's article on Testing Computer or Device Audio

Upon entering a Zoom meeting, if it does not detect your microphone, like depicted: 

you can click Test your Speaker and Microphone for the testing wizard that will walk you through. 

  • If you do not see this option and are already in the meeting room, click on the arrow next to the microphone button and select Test Speaker & Microphone

You can also test your microphone in your Windows Sound Settings. See video: https://youtu.be/maBxwtT2Kp8

If Zoom still fails to locate your microphone, it is either defective or if you are using an internal laptop microphone, you may need to update your audio drivers. Contact Support for help on this.


The Zoom App opens for a brief moment then crashes, tries to re-open, then crashes in a loop 

As of early February, 2021, if you have high-end audio equipment set up on your device, the sample rate might be too high for Zoom, causing Zoom to crash. Update the Zoom app (this was resovled in version 5.5.1) or set the sample rate to a level at or below 96,000Hz. 

Windows

  1. Right-click on the speaker icon in the task bar and select Sounds
  2. Select the Recording tab; then, right-click on Microphone and select Properties
    windows sound options recording tab with properties
  3. Select the Advanced tab; then, choose an format with a sample rate of no more than 96,000Hz: 2 channel, 24 bit, 96000Hz (Studio Quality), for example. Then click OK.
    advanced properties with sample rate 96000

Mac

  1. Launch the Audio MIDI Setup app
  2. Select your microphone on the left; on the right, for Input select a Format with no more than 96.0 kHz (2 ch 24-bit Interger 96.0 kHz, for example)
    mac audio settings

Additional Information


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