Customized waiting room doesn't work - get default instead

[rcrobson]

I have enabled the Waiting Room in Account Settings, and specified a particular Customized Waiting Room. In the Waiting Room Edit Options I also checked off, Allow participants in the waiting room to reply to host and co-hosts.

I also had updated to the latest version of Zoom before making these settings.

However, in a subsequent meeting, the Default Waiting Room displays, not the Customized Waiting Room. Furthermore, people in the Waiting Room can't reply to hosts/co-hosts.

Any suggestions?

Thanks

[Ray_Harwood · Accepted solution]

Welcome to the Zoom Community, @rcrobson.

See this Zoom Support article for details:

https://support.zoom.us/hc/en-us/articles/4905283822733-Enabling-and-customizing-the-Waiting-Room

A few quick points:

• Having these options in the Account Settings doesn't necessarily enable them for the user.  Please check the User Settings as well.
• Customized Waiting Rooms are only visible when the meeting is scheduled with Waiting Room enabled. If enabled during a live meeting through the in-meeting security controls, participants will see the default Waiting Room. 
• Please verify you have enabled Waiting Room Option of Allow participants in the waiting room to reply to host and co-hosts.
  
  

[Marguea]

I have the last two of your suggestions without resolving the issue.  How do I check the User Settings?  Thank you.  

[rcrobson]

That was it - thank you!

[ZoomTrouble]

I'm having problems getting the Video to show in the Customized Waiting room.  Here’s the issue: https://vimeo.com/1006623918/3c89e166c7?share=copy

[storyhub]

You used admin > account management > Account settings. Instead, go to personal > settings > Meeting > waiting room options > customize waiting room.

[ZoomTrouble]

Thanks, but when I go to my home screen "Personal" is not an option in the left side bar. Did you mean "Profile" or "Meetings" or something else perhaps?

[Ray_Harwood]

There are TWO levels of settings going on here. 

Level 1: Admin Settings

Your video showed you were in the Admin section, and therefore set the default Waiting Room customization for all users on your account (which of course might be just you.)  Screen shot from your video:

Level 2: Personal Settings

To change only the default for your own future meetings (especially important if you are on an account with other users), you need to be in the Personal area, as mentioned by @storyhub.

"Personal" should be at the very top, to indicate you're in your user settings - not the Admin/organizational settings.  Ultimately, you want to find the Settings that is in this set of menu items:

After clicking Settings, type "Waiting Room" in the search field at the top, press enter, and you should see Waiting Room Options; click the Customize Waiting Room link at the bottom:

This looks similar to what you did in the video:

What I'm not sure about is what happens to meetings that were already created when you change the Personal setting.  I'm pretty sure the Personal setting will override any meeting already scheduled as well... but I haven't tested it.

See this Zoom Support article for additional details:

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0059359 

[ZoomTrouble]

Thank you so much @Ray_Harwood. The pictures really helped. We'll see if they new setting overwrite meetings that were already scheduled. Much appreciated.