Zoom Controller Unpairing | Community
Skip to main content
A
Newcomer
AMS
Newcomer
October 6, 2021
Question

Zoom Controller Unpairing

  • October 6, 2021
  • 5 replies
  • 12 views

I have a customer who has a Crestron UC engine running zoom, with a Crestron touch panel as the room controller. Fairly often, the controller will unpair from the UC engine. The UC engine will not display a pairing code. The only way to get the controller to repair is to go to zoom.us/pair or to enter an activation code. Is there a reason that the controller is becoming unpaired often?

    5 replies

    Rupert
    Community Champion | Customer
    Rupert
    Community Champion | Customer
    October 7, 2021

    Hi @AMS 

     

    Is the controller and the engine on the same wired network? i.e. same network, no WiFi.

     

    Does this happen between every meeting, after every reboot maybe? Any pattern?

    A
    Newcomer
    AMSAuthor
    Newcomer
    October 8, 2021

    Both the controller and the engine are hardwired to the same network. As far as we can tell, there is no specific event correlated with the issue. It seems to happen randomly. We have heard of other customers having similar issues, but those customers have IT departments in place that are capable of resolving the issue quickly. 

    S
    Newcomer
    sshawPR
    Newcomer
    October 20, 2021

    Have Crestron controller connecting with WIndows ZoomRoom PC, and experience the same issue.  Intermittent so far, ZoomRoom desktop app displays"enter pairing code" and controller accepts pairing code, but then errors and requires activation code to repair setup.  

    D
    Newcomer
    DA1872
    Newcomer
    January 11, 2022

    @AMS @sshawPR - did you ever find a solution to this? I also have a customer with this exact same issue.

    S
    Newcomer
    sshawPR
    Newcomer
    January 28, 2022

    I have not.  We set all the rooms with Crestron to update manually, to manage user experience.  Vendor was not sure why it happened either. 

    K
    Newcomer
    ksen
    Newcomer
    March 10, 2022

    We are having a similar issue, there are 3 Zoom Rooms running a similar setup and in one room the controller keeps disconnecting from the Zoom Room PC after being successfully paired with an Activation code. The connection can last for weeks then randomly drop again. The PC and controller are on a wired network, Firewall ports open. The other 2 rooms have not had this issue. 

    Zoom Room PC Win10 App 5.8.3

    Crestron TSW-1060 Android 5.1.1 App 5.9

      D
      Newcomer
      DA1872
      Newcomer
      March 11, 2022

      I'm still not there yet with our customer. We've blown away the account in Zoom and started fresh, which seemed to move things along but now have what looks like a need to reimage the UC as it won't sign in. 

      @ksen - this may help you as you're using a 60 series panel: 60-Series Touch Panels: Zoom Application Logs Out After Update or Reboot (crestron.com)

        Terms & ConditionsAccessibility statement
        Copyright © Zoom Communications, Inc. All rights reserved.