Causes for Zoom Rooms Unpairing from Controller

[hvzoom]

I was wondering what some possible causes would be for Zoom Rooms desktops unpairing from a Zoom Room Controller?

We have a client that has multiple Zoom Rooms, and occasionally their controller (on the Zoom Room app on an iPad) will get unpaired from the Zoom Rooms desktop app on a Windows 10 machine, without them doing anything to intentionally/manually unpair it.

Whenever this happens, the only way that works to re-pair them is to get the Activation code for the room re-generated from the Zoom Rooms Admin Portal and to type that in on the iPad app.

So I was wondering if there were a list of known causes for unpairings.  The workstation gets restarted every night, so it is unlikely that restarts, for example, would be the cause.

Thanks,

Alex

[richeditor]

This started happening more often recently. I write down the six letter Pairing code before I start the day and I can re-enter the same code whenever I get disconnected.

It was more stable when you had two apps open- your user account and the Zoom Room account in a separate app. When the Zoom Room app moved to be a tab of the user account, it drops more often and it also closes the Participant list and the chat window

[James19]

I've noticed this about 3 weeks ago and found that under Room Settings in the Admin page, a setting to restart the device every Saturday was turned on. It's been happening for 3 weekends, and in each occurrence, the Last Connection noted it was between 1:00 am - 6:00 am, just as the Zoom documentation says the time frame for the restart will happen for this scheduled restart feature. I turned it off today, so I'll see if it happens again next Monday.

[LK_EXN]

Open a ticket with Zoom support and try to search for root cause of this problem. That way you might be able to fix it permanently 😉