Zoom Troubleshooting Tips
Now that we are working from home, we are more reliant on Zoom and other online technologies than we were previously. Here are a few steps to help your community debug issues as they experience them. If you have Zoom issues, there can be a variety of different causes, and it’s tempting to jump to conclusions.
- At the end of each meeting, there is a survey “how was your meeting experience”. Please answer that survey when you have Zoom issues. Those survey responses are aggregated and reviewed by UIT and by Zoom (and especially now, Zoom reliability is critical to the University).
- Check whether the service is experiencing any issues: To see the current operational status of Stanford’s major collaboration tools, please see the website at: https://uit.stanford.edu/collabtools/status
- Ensure the Zoom application is foregrounded on your computer — it can be de-prioritized by your computer’s operating system in some circumstances if it is not foregrounded.
- Test other applications that use internet connectivity while there are issues — this will help isolate whether it is a Zoom issue or a local internet access issue.
- Test your internet connection using https://fast.com (Zoom uses up to 3Mbps upload and 3Mbps download bandwidth in normal operations). Try moving around to different locations—WiFi bandwidth can vary significantly.
- If your internet speed is not sufficient over WiFi, try plugging in using an ethernet cable. Bad wireless signal or old hardware can significantly degrade Zoom performance. If performance is significantly better with a hardwired connection, consider purchasing a new WiFi access point for your home or plugging in for Zoom meetings.
- If your bandwidth isn’t sufficient, turning off video or using phone for audio may help. You can also turn off HD video. Point your browser at: https://stanford.zoom.us/profile/setting. Under In Meeting (Advanced), turn off Group HD Video.
- If none of these steps improve your situation over an extended period, consider upgrading your home internet service.
- Faculty, regular staff, and bargaining unit staff may be eligible for a $35/month stipend during the shelter-in-place order to defray home internet costs. Please contact your Director of Finance and Operations (DFO) or Program Manager for guidance. Note: the stipend is only applicable during the covid-19 pandemic.