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Auckland is at Alert Level 4, which means some changes to our hospitals and clinics. Find out moreAs always, we're here if you need us.

Trouble shooting Zoom

What if I can’t hear the health professional?

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?

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?

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?

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.

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