Troubleshooting and FAQs (Hosts)

Check the session's scheduled start time.

• Check the session's scheduled start time;
• The session may not start until the Host has joined.

Ask Participants to:

• Double-check that you have the correct link or session ID;
• Double-check that you have the correct pass-code (if one is set for the session);
• They have signed in to Zoom using their UCL email.

If the issue persists, the Host can check the following:

• Click the Participants button to check if the student is in the waiting room.
• Click the Security button to check if the meeting is locked. 

• If in a meeting, click the arrow next to Start Video / Stop Video;
• Select Video settings;
• From the settings menu, you can also select Audio in the right hand menu to view Audio settings;
• Try selecting the correct camera or microphone from the drop down;
• If you are still having issues, click the trouble shooting link for more guidance. 

• For Participants, check you have unmuted yourself, when muted you will see a red line drawn across the Audio button. Click the Audio button to toggle mute/un-mute.
• For Participants, click the arrow in the top right of the Audio button to confirm Audio source and/or to run a test on Speaker and Microphones. 
• For the Host, click the Security button and check whether you have allowed Participants to Unmute themselves.

• Check wireless settings;
• Ask the Participant to connect to the session using a wired rather than a wireless connection if possible.

Note that there isn't much that can be done to address local connectivity issues.

• Check Zoom's FAQ page.

Check the Zoom service status page for more information.