UW Continuum College Instructor Resources

Zoom: Troubleshooting

Basic Troubleshooting FAQ

When I try to log in, Zoom defaults to my personal NetID.
  • This issue is caused by a caching issue. If you log in through the Zoom App, it will automatically open your default web browser, and if you are already logged in with your personal NetID in that browser, it will log you in using that account. 
  • To check which account you are logged in with, check the account name at the top of the Zoom application, and always follow the log in steps outlined earlier in this document.

How to resolve this issue

Solution 1 (the most flexible method)
  • Open an incognito/private browser
  • Navigate to https://washington.zoom.us
  • Click on Basic and Pro Account Login on the left side of the screen. You will be directed to the UW NetID login screen.
  • Log in using the NetID we provided for your course.
  • After you log in, you should be able to then enter the Meeting Room URL we’ve provided to you within that browser to launch your meeting.
  • OR, you can go to the “Personal Meeting Room” tab within the Zoom website:
    • Click on Meetings in the left navigation bar
    • Click on Personal Meeting Room on the top of the page
    • Click on the blue Start Meeting button, which will launch the same Meeting Room as the URL that we have provided to you, and will ensure that you are logged in with the correct credentials and host privileges.
Solution 2
  • Log out from your UW NetID completely using this URL
  • Quit your browser, and reopen the browser before you attempt to log back in using the NetID we have provided for your course.
  • You may also need to clear your browser cache, and check to ensure that you are not using a password manager that is automatically logging you in with your personal NetID. 
When I try to log in, I am not able to enter my NetID.
  • This issue is caused by a caching issue. If you
    log in through the Zoom App, it will automatically open your default web
    browser, and if you are already logged in with your personal NetID in that
    browser, it will log you in using that account, and will not give you the
    chance to enter your course affiliated NetID that we’ve provided to you.
  • To check which account you are logged in with, check
    the account name at the top of the Zoom application, and always follow the log
    in steps outlined earlier in this document.

How to resolve this issue

Solution 1 (the most flexible method)
  • Open an incognito/private browser
  • Navigate to https://washington.zoom.us
  • Click on Basic and Pro Account Login on the left side of the screen. You will be directed to the UW NetID login screen.
  • Log in using the NetID we provided for your course.
  • After you log in, you should be able to then enter the Meeting Room URL we’ve provided to you within that browser to launch your meeting.
  • OR, you can go to the “Personal Meeting Room” tab within the Zoom website:
    • Click on Meetings in the left navigation bar
    • Click on Personal Meeting Room on the top of the page
    • Click on the blue Start Meeting button, which will launch the same Meeting Room as the URL that we have provided to you, and will ensure that you are logged in with the correct credentials and host privileges.
Solution 2
  • Log out from your UW NetID completely using this URL
  • Quit your browser, and reopen the browser before you attempt to log back in using the NetID we have provided for your course.
  • You may also need to clear your browser cache, and check to ensure that you are not using a password manager that is automatically logging you in with your personal NetID. 
When I open my Zoom meeting, I see a message “Please Wait for the Host to Start this Meeting” or I otherwise do not have hosting privileges.
  • If you see this message, this means that you are not logged into Zoom with the correct account. Only the NetID that we have provided to you will have hosting privileges. If you log in through the Zoom App, it will automatically open your default web browser, and if you are already logged in with your personal NetID in that browser, it will log you in using that account. 
  • To check which account you are logged in with, check the account name at the top of the Zoom application, and always follow the log in steps outlined earlier in this document.

How to resolve this issue

Solution 1 (the most flexible method)
  • Open an incognito/private browser
  • Navigate to https://washington.zoom.us
  • Click on Basic and Pro Account Login on the left side of the screen. You will be directed to the UW NetID login screen.
  • Log in using the NetID we provided for your course.
  • After you log in, you should be able to then enter the Meeting Room URL we’ve provided to you within that browser to launch your meeting.
  • OR, you can go to the “Personal Meeting Room” tab within the Zoom website:
    • Click on Meetings in the left navigation bar
    • Click on Personal Meeting Room on the top of the page
    • Click on the blue Start Meeting button, which will launch the same Meeting Room as the URL that we have provided to you, and will ensure that you are logged in with the correct credentials and host privileges.
Solution 2
  • Log out from your UW NetID completely using this URL
  • Quit your browser, and reopen the browser before you attempt to log back in using the NetID we have provided for your course.
  • You may also need to clear your browser cache, and check to ensure that you are not using a password manager that is automatically logging you in with your personal NetID. 
My meeting automatically ended after 40 minutes!
  • If you see this message, this means that you are not logged into Zoom with the correct account. Only the NetID that we have provided to you will have full “Pro” level privileges including the ability to host meetings for longer than 40 minutes. All “Basic” Zoom accounts (such as that associated with your personal NetID) are limited to 40 minute meetings or less. If you log in through the Zoom App, it will automatically open your default web browser, and if you are already logged in with your personal NetID in that browser, it will log you in using that account.

How to resolve this issue

Solution 1 (the most flexible method)
  • Open an incognito/private browser
  • Navigate to https://washington.zoom.us
  • Click on Basic and Pro Account Login on the left side of the screen. You will be directed to the UW NetID login screen.
  • Log in using the NetID we provided for your course.
  • After you log in, you should be able to then enter the Meeting Room URL we’ve provided to you within that browser to launch your meeting.
  • OR, you can go to the “Personal Meeting Room” tab within the Zoom website:
    • Click on Meetings in the left navigation bar
    • Click on Personal Meeting Room on the top of the page
    • Click on the blue Start Meeting button, which will launch the same Meeting Room as the URL that we have provided to you, and will ensure that you are logged in with the correct credentials and host privileges.
Solution 2
  • Log out from your UW NetID completely using this URL
  • Quit your browser, and reopen the browser before you attempt to log back in using the NetID we have provided for your course.
  • You may also need to clear your browser cache, and check to ensure that you are not using a password manager that is automatically logging you in with your personal NetID. 
When I log in to my UW Zoom account, I see a message “You have logged in from another device. Messenger is now inactive.”
  • If you see this message, you were logged in to another computer with the same account and Zoom automatically logged you out of the other computer. Zoom is limited to one zoom host account logged in, per computer. If you try to log in to two different computers with the same Zoom host account, you will be logged out. Learn more
When I start my UW Zoom meeting, I see a message “You have a meeting that is currently in progress. Please end it to start a new meeting.”
  • If you see this message, your UW Zoom host account is currently running a meeting on another computer. A UW Zoom host account can host only one meeting at a time.

How to resolve this issue

  • To end one meeting and begin another, click End Other Meeting and then start your new meeting. 
I am having trouble with audio!

Potential solutions and things to check

  • Ensure that your version of Zoom is up to date.
  • Make sure that all other programs that utilize the microphone are not using the camera or are closed.
  • Check the audio settings using the ^ arrow next to the microphone icon, to ensure that the correct audio source (microphone) and output (speakers) are selected.
  • Try dialing in and joining the audio by phone.
My video isn’t working!

Potential solutions and things to check

  • Ensure that your version of Zoom is up to date.
  • Make sure that all other programs that utilize the camera are not using the camera or are closed.
  • Check the video settings using the ^ arrow next to the camera icon, to ensure that the correct webcam source is selected.
  • Restart your computer.
  • Visit the support website for your device and update the camera driver.
  • Windows 10 has a privacy feature that may block Zoom from using your camera. Learn more about this feature and how to allow Zoom access to your webcam.
How can my participants join by phone?

How to find the join by phone information prior to the meeting

  1. Open an incognito/private browser
  2. Navigate to https://washington.zoom.us
  3. Click on Basic and Pro Account Login on the left side of the screen. You will be directed to the UW NetID login screen.
  4. Log in using the NetID we provided for your course.
  5. Click on the Personal Meeting Room tab at the top of the Meetings section of the website.
  6. Click on Copy the Invitation, about halfway down the page, to the right. A pop-up window will appear.
  7. The information to dial in will be included in the pop-up window. Participants will need either one of the two phone numbers for dialing in by location, and the numerical Meeting ID.

How to join by phone during a meeting

If someone has already joined the meeting and is having audio trouble and would like to join audio by phone, they can access the phone information from their computer, directly within the meeting.

  1. When the meeting initially launches (for the host and for all participants), there is a window that pops up that states Choose ONE of the audio conference options. Computer Audio is the default option, but another tab is Phone Call which contains all of the relevant information, including the same two phone numbers, meeting ID, and in this case there is also a participant ID that allows Zoom to link the participant’s name with the phone number they’ve dialed in with.
  2. If the participant has already launched the meeting and selected computer audio, they can switch to the phone by clicking on the up arrow/carrot ^ icon next to their microphone on the Zoom meeting control menu. One of the options is to Switch to Phone Audio. The relevant information will then pop up to allow the user to dial in on their phone.