Troubleshooting Issues with Zoom Workplace

Owned by Taitt, Latoya
Last updated: Jun 20, 2024 by Taitt, Latoya
4 min read



I am the host of a meeting but when I try to start the meeting I scheduled, I see the message: "Waiting for the host!"

If you are the host trying to start the meeting, and you are prompted that you are "Waiting for host!", you are logged in to another account that is not associated with the currently scheduled meeting.  Please log out and then log in with the account that you originally scheduled the meeting with.



When I try to join a meeting using Internet Explorer, I receive an error message that states "Cannot continue. The application is improperly formatted."

Please try the following troubleshooting steps.



I entered my email address and password to log in. I know it is correct, but I get an error and now my Zoom account is locked.

Please do not use your UAlbany Mail credentials to sign into Zoom. You must sign in at albany.zoom.us. You may also use the SSO option on the zoom.us or from your mobile device. Please contact askIT@albany.edu to unlock your Zoom account or you must wait 30 minutes for your account to be available.



I recorded my Zoom meeting. Where do I find the recording?

The Zoom meeting recorded file is stored locally on the meeting host's computer that recorded the Zoom meeting. The file can only be accessed on that computer.



The video in my Zoom meeting recording is freezing on playback.

We recommend using Chrome, Edge, or Safari instead of Firefox to play back Zoom meeting recordings. This is a known an issue with Firefox on Windows and the compatibility of Zoom's video recording format.  If you need to use Firefox, as a workaround, the meeting organizer can enable Optimize the recording for 3rd party video editor in their Zoom recording settings. This feature will not affect previous recordings but only new ones.
 

Can I host concurrent Zoom meetings?

Yes, you can host concurrent Zoom meetings, but you can not be in both meetings at the same time. Please learn more about hosting concurrent meetings.



There is an audio echo/feedback in my meeting.

To find the source of the audio feedback, the meeting host can mute all attendees.



My audio is not working on my iOS or Android device.



I'm connected to wifi and experiencing issues.

https://support.zoom.us/hc/en-us/articles/201362463-Wireless-WiFi-Connection-Issues



I cannot start my Zoom meeting. When I click Start Meeting, Zoom never launches.

https://support.zoom.us/hc/en-us/articles/201362593-Launching-Zoom-from-a-web-browser#h_42abf148-31fd-4448-aa85-352182fbb802



I cannot launch my Zoom meeting in Blackboard using Firefox.

Go to Blackboard.albany.edu, click on the shield to the left of the url. Uncheck Enhanced Tracking Protection is ON for this site and try to start the Zoom meeting again.



Firefox is my default browser and Zoom will not launch.

Go to Settings in Firefox. Click on Applications then select Zoommtg. Change the option to Use Zoom Meetings (default).



Zoom crashed during a meeting and disappeared, or Zoom is installed and won't launch.

macOS Device:

1. Delete folder ~/Library/ApplicationSupport/zoom.us/data 

2. Delete file ~/Library/Preferences/zoom.us/ZoomChat.plist 

3. Terminate all cfprefsd processes. 4

4. In Terminal, input following command killall cfprefsd Then, please proceed with the steps below.

5. Open the Zoom desktop application.

6. Select zoom.us at the top of your screen and select Uninstall Zoom.

7. Select OK to confirm uninstalling the Zoom desktop application and all of its components. 

8. Reinstall your Zoom desktop client to the latest version. Download the latest version of the Zoom desktop client: https://zoom.us/support/download 

​Windows Device:

  1. Download and run CleanZoom - you may use this link to download it: https://assets.zoom.us/docs/msi-templates/CleanZoom.zip 

    1. Note: Use of the clean uninstaller will completely remove the Zoom desktop client, as well as the Zoom plugin for Outlook. The Outlook add-in, Chrome/Firefox extensions, and Google Workspace add-on are unaffected.

  2. Reinstall Zoom desktop client to the latest version from this link: https://zoom.us/support/download



Some of my meeting attendees cannot join Breakout Rooms.

The only way to resolve this when the meeting is already ongoing is to relaunch the meeting.  The host of the meeting can do these steps to avoid this issue:

If the host is a Mac user:

  1. Terminate the Zoom app by clicking Quit Zoom.

  2. After that, open the Finder on your Mac.

  3. From Finder, click on Go on the top, and from there, do these:

    1. Delete folder:  ~/Library/ApplicationSupport/zoom.us/data

    2. Delete file: ~/Library/Preferences/zoom.us/ZoomChat.plist

    3. Terminate all cfprefsd processes. In Terminal, input the following command:  1 killall cfprefsd

  4. Restart the Zoom app.

If the host is a Window user:

  1. Download and run the CleanZoom application from this link: https://support.zoom.us/hc/en-us/article_attachments/360084068792/CleanZoom.zip.

  2. Restart your computer when it's finished.

  3. Once done restarting, please visit this link https://zoom.us/support/download. This will automatically download the newest version for you.

  4. Re-install Zoom.

  5. Restart the Zoom app.


I have an outdated version. I want to update, but I cannot sign into Zoom.

See details about outdated Zoom versions here: Error: Update Required – Zoom Support. You will need to uninstall Zoom on your device and then reinstall Zoom to get the latest version.



How do I uninstall and reinstall Zoom on my device?

Follow these instructions to uninstall and then reinstall Zoom on your device with the latest version: Uninstalling and reinstalling the Zoom application – Zoom Support.



More troubleshooting advice directly from Zoom.

https://support.zoom.us/hc/en-us/sections/201740126-Troubleshooting-Zoom-Meetings