IT Services

...

Zoom Audio is not working, what should I do?

1. Check that the audio volume is set to an adequate level or not muted. (Instructions on page No Sound in Windows 10. What to Do?.)
2. Ensure that the microphone is not muted. Some devices may have a physical mute switch or button.
   
3. Before each meeting, verify that the correct audio source and microphone are selected in the program.
   
   1. Click the gear icon next to your profile picture to open the settings.
   2. Select the Audio menu.
   3. Check that the correct audio source is selected from the drop-down menu on the right side of the Speaker text.
   4. Check that the correct microphone is selected from the drop-down menu on the right side of the Microphone text.

   5. Test the functionality by clicking Test Speaker and Test Mic.

      
      
      
      
4. If you are using Bluetooth headphones, one cause of the problem could be that headphones are paired to multiple different devices. This may cause jumping between devices or connection issues. Disconnect all connections from the headphones and establish a new connection only to the computer you are using for Zoom meetings.
5. Try the headphones or microphone on another device. If they still don't work, there may be a hardware issue.
6. Try other troubleshooting options on the page Fix sound or audio problems in Windows - Microsoft Support.

My camera only shows a black screen to other participants or they cannot see my video at all, what should I do?

1. Ensure that your computer's camera cover is open, and the camera function is not turned off via a special switch or key (only applicable to some models).
2. Ensure that video transmission is enabled in the application settings.
   1. Click your profile picture.
   2. Click Settings.
      
      
   3. Click Video-tab.
   4. Choose correct camera from the drop-down menu. You will see a preview video from the camera that is currently selected
      
      
3. Make sure the correct camera is selected in the application settings.
   1. Click on the video camera icon at the bottom left of the application until it reads Stop Video.
      
      
   2. If the video image does not appear, click on the up arrow next to the video camera icon.
   3. Choose correct camera.
      
      
4. Close all other applications that may be using your camera (such as Skype or FaceTime).
5. If you are using an external camera:
   
   1. Try disconnecting and reconnecting it.
   2. Switch the application to use your computer's built-in camera.
   3. Try using the external camera on another device. If it still doesn't work, it may be a hardware issue.
6. Ensure that the application has permission to use the camera.
   
   1. Open Windows 10's Settings app.
   2. Find and open Choose which apps can access your camera.
      
      
      
      
   3. At the bottom of the page, there is a toggle switch Allow desktop apps to access your camera. Turn this on.
      
      
      
      
7. Ensure that the meeting organizer has not blocked the video from being visible.

8. Ensure that your internet connection is working properly. A slow or intermittent connection may affect the visibility of your camera to others.

I cannot join a Zoom meeting, what should I do?

1. Ensure that you sign in to the application with the credentials you received in the meeting invitation.
2. If you are signing in with Metropolia credentials, make sure you follow the instructions on the page I can't log in to the Zoom video conferencing program, what should I do?.
3. Make sure you use the correct meeting ID or that the meeting link has not changed.

4. Ensure that you are joining the meeting at the correct time and that the meeting schedule has not changed.

Connection is interrupted or computer freezes while I use Zoom, what should I do?

1. Make sure that VPN connection is not running. It significantly slows down the network connection.
2. Turn off your video background.
3. Turn off your camera completely if it is not necessary for the meeting.
4. Restart Teams.
5. Close unnecessary applications running in the background.
6. Restart your computer.
7. Restart your modem/router.
8. Use another internet connection.

The number of participant slots ran out during a webinar, what should I do?

It is possible to add more participant slots during a webinar. Call the helpdesk phone service at +358 9 7424 6777 (weekdays 8 am - 4 pm) and provide the following information:

• Your name and email address clearly stated at the beginning of the call
• The Zoom room code

• The number of additional slots needed.

I receive a message "Update Account Information" in Zoom, what should I do?

In August 2021, a setting was enabled in Zoom that prompts users to join Metropolia's Zoom if they attempt to use the metropolia.fi domain (i.e., Metropolia email address) as a private Zoom account.

1. Make sure you log in to the application or web browser URL address metropolia.zoom.us and not on Zoom's US site zoom.us.
2. Ensure that you log in correctly by following the instructions on the page I can't log in to the Zoom video conferencing program, what should I do?.

Host privileges are missing, what should I do?

Usually, the privileges are missing because the user has inadvertently logged into Zoom as a guest. SSO login should be done before joining the meeting.

1. Make sure you log in correctly by following the instructions on the page I can't log in to the Zoom video conferencing program, what should I do?

Did You Encounter a Problem?

...