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I'm using room and app version 5.12.6 No matter what i do i can't get them to pair. This thing will work for a month or two then fail and it always happens when the owner needs it. I can ping the room from the Ipad and vice versa and I disabled the antivirus.
Do you have the ability for the Zoom Room to run a Weekly Restart?
This is a function that Zoom highly recommends allowing the room software not to get stale. If the room is not being utilized, it is possible that often the software is not triggering the server, and the data is staying "at rest."
A system restart once a week could be a viable option for your Zoom Room.