Delforge Counseling LLC

 

TROUBLESHOOTing

Audio/video quality issues:

Sometimes you might experience poor quality audio or video. Most often this is caused by one or more users having:

1. A firewall that is preventing an optimal connection.
2. Insufficient bandwidth for the call(s).
3. Insufficient CPU (processing) power.

For problem (1): Disable any firewalls that may be running, or add an exception for the Zoom program.

For problem (2): Reduce number of callers or video resolution/frame rate.

For problem (3): Reduce number of callers or use a more powerful computer.

No video:

• If you cannot see the video image from another user, while they can see themselves on their end, it generally means that there has been some kind of network issue that has disrupted the video stream. Both parties should try restarting Zoom and resuming the meeting. Often this resolves the issue.
• For additional ideas on troubleshooting video problems, view these Zoom meeting tips.

No audio, or audio echo:

• Make sure all participants have their audio devices turned on and connected properly.
• Check your audio settings in the Zoom meeting to ensure the correct microphone and speaker devices are selected.
• View these tips to eliminate any audio echo.
• Consider switching your audio to phone. In the audio options in your Zoom meeting room, select “Switch to Phone Audio.”

On iPad & can’t connect:

• Make sure you’ve installed the free Zoom App.
• Check to see if you have a data or wireless connection.
• Try completely closing the app then start again.

When all else fails: Try completely closing your browser (e.g., Explorer, Chrome, Safari, or Firefox) or App and then reopening and starting again.



Getting HELP

Need help with Zoom?

1. Enter a Zoom support ticket online via submit a request, or
2. Call a Zoom technician at 888.799.9666, ext. 2 or 1.650.397.6096, ext. 2.