Trouble shooting Zoom

  • What if I can’t hear the health professional? Page 1 Copy 3 Created with Sketch.

    Check your speakers or headset.

    • Is the volume set at an audible level? If you’re using an external speaker or headset, check that it is plugged in securely and turned on.
    • Are the correct speakers or headset selected? Check this in your computer’s settings.
    • Are you hearing an echo? If you’re using external speakers, move them further away from your computer and/or reduce the volume. Try using a headset or headphones if the echo persists.
  • What if they can’t hear me? Page 1 Copy 3 Created with Sketch.

    Check your microphone.

    • If you’re using an external microphone, is it plugged in securely?
    • Is your microphone muted? Check the call screen and click unmute, or check your device’s audio settings.
    • Is the correct microphone selected? Check your computer settings.
    • Is other software using the microphone? For example, Skype is also running. As a first step quit the other application, but you may also need to reboot your computer.
  • What if I can’t see the health professional? Page 1 Copy 3 Created with Sketch.

    Check your web camera.

    • If you’re using an external camera, is it plugged in securely?
    • Is Zoom using the correct camera? Check your computer settings.
    • Is other software using the camera? For example, Skype is also running. As a first step quit the other application, but you may also need to reboot your computer.
    • Are others on the network using lots of bandwidth? For example making another video call. Try to minimise other downloading and streaming during the Zoom call.
  • What if the image or sound quality is poor? Page 1 Copy 3 Created with Sketch.

    Check your internet connection.

    • Are others on the network using lots of bandwidth? For example making another video call. Try to minimise other downloading and streaming during the Zoom call.
    • Is the modem or router working properly? Make sure you have a line of sight and are close to an access point.
  • I need further help. Page 1 Copy 3 Created with Sketch.

    If you would like further help, contact ZoomSchedulers@adhb.govt.nz.