The source of connection quality issues is often due to the device/internet speed and bandwidth. If you are experiencing any of the below, read on for possible solutions.
- Frozen screen
- Meeting disconnection
- Poor audio
- Features not working consistently
To check your internet bandwidth/speed, you can use an online speed test or contact your internet service provider.
Possible solutions for Wi-Fi issues:
- Turn off your video in the live meeting to preserve bandwidth.
- Stop all incoming video from other participants.
- Turn off smart devices that are using the internet.
- Move your computer or mobile device closer to the Wi-Fi router or access point.
- Connect directly via Wired (if your internet router has wired ports).
- Contact your internet service provider.
- Go to Zoom's complete Knowledgebase article on Wi-Fi connectivity titled,
Wireless (Wi-Fi) Connection Issues
Be sure to check that your device is compatible with running Zoom: Zoom system requirements: Windows, macOS, Linux.
You can also check your device's diagnostics through Zoom's desktop client. Zoom detected Issues are indicated in red or orange.
- Sign in to the Zoom desktop client.
- Click your profile picture.
- Click Settings.
- Click Statistics.
In live meeting:
- In the meeting controls, click the upward arrow next to Start Video / Stop Video.
- Click ^ to the right of your camera to access Video Settings.
- Click Statistics.
Go to Zoom's complete Knowledge base article on meeting statistics titled, Accessing meeting and phone statistics for more information.
If your device is compatible and diagnostic statistics show no issues, check your Zoom Client version to be sure you are on the latest version; update your desktop client if you are not: Upgrading Zoom to the latest version.
A complete uninstall/reinstall of the Zoom desktop client often resolves (non-internet/device compatibility caused) issues if updating does not.
Additional Desktop Client Connection Issues:
- Desktop client stays in a "Connecting" mode.
- Desktop Client times out due to "Network error, please try again" (see image below).
- Desktop client says "Can't connect to our service, please check your network connection and try again".
- Read Zoom's knowledgebase article on firewall and proxy server settings titled,
Zoom network firewall or proxy server settings.
- Obtain assistance from a computer technician.
- Obtain assistance from your internet provider.
- Contact your college IT department for college issued devices.