URGENT: Need Help - Video Not Working in Zoom Meetings

[ajk1962f]

I've already written about this in two other posts here, and I've received no response.

I've had a free Zoom account since the beginning of the Covid-19 pandemic.  I find it very frustrating that I can't even get support through live chat.  The chatbot says that my free account doesn't qualify me for chat with a human, and that I have to upgrade.  This is very concerning to me considering the ease with which I could originally use Zoom.

I access Zoom through my browser.  Because Zoom has grown increasingly tech- and graphics-heavy, it's become more difficult for me to do so.  As recently as a few months ago, I could click on Launch Meeting, and I would be taken to the meeting room.  Now the options are Download the App or Launch Meeting in Browser.  I am not downloading any apps when I can use the browser itself.

I use a desktop computer with Windows 11.  My browser is the latest version of Firefox.  I do not use a cell phone, and I do not use other browsers.

My webcam works in all circumstances other than Zoom.  When I click on a meeting link emailed to me by the host, I have the webcam open and audio working.  My Zoom account settings say this as well.  But even with all of this in place, my video will not work when I enter the meeting.  I have to turn on the camera app independently, and then when/if I finally get the video working in the meeting, my audio in the meeting isn't working even though I've turned it on.

I need this matter resolved urgently.  I have telehealth meetings twice weekly with one provider and quarterly with another provider.  Please help me resolve this technical issue.

Thanks in advance. 

[storyhub]

Since these are telehealth Zoom meetings I would recommend contacting the providers IT or help line to resolve your issue. Many telehealth providers using Zoom have modified the application by using the API.

If this works please click accept as a solution.

[Krashingdaily]

it is not the telehealth side - I know this from my own experience.  It happens to me every single time it is an external meeting (one I did not set up).  The telehealth provider, external client, friend...all grant access for invitees to use their cameras.  There is no ability in privacy settings to grant access to the camera because there is no zoom app that appears in the list of apps.  

[robmOz]

Hi @storyhub is there any reason you are only using Firefox?

I would recommend trying Chrome and seeing if the problem still exists.

Regards, Robert 

If my reply helped, don't forget to click the like button! Also, if this solved your problem, please click the accept as solution button.

[Krashingdaily]

I use chrome and have the exact same issue - camera will not work with telehealth or ANY zoom meeting not arranged by me.  

[ajk1962f]

@storyhub  It's not the telehealth provider's issue.  It's my issue, and it's up to me to get support here.  It would be nice if a Zoom staff member replied here.

@robmOz  I'm the one using Firefox, not @storyhub. I'm the original poster.  Firefox is my browser of choice, because Mozilla is a nonprofit and not a money-hungry data hog like Chrome.  I am not entering any personal info on Chrome unless I have no other option.

As I said in my previous posts, Zoom worked fine on Firefox until recently.  This is on Zoom, not on me or my choice of browsers.

[storyhub]

I never said that it is the provider's issue. I said ask them for HELP. Did you ask them for help?

[ajk1962f]

True, it's not the provider's issue.  But the provider is a health professional, not a Zoom technician.  As I mentioned, it's on Zoom to reply to my original inquiry with an straight answer.

[storyhub]

Because they are a healthcare provider they actually do have Zoom specialists who will provide one-on-one assistance with "ZoomWorkplace for healthcare". We can not assist with a modified version of Zoom (which they use for HIPAA compliance) even if we did a one-on-one session. Once again, you need to call their help line for assistance and they WILL gladly provide one-on-one assistance with their version of Zoom.

Did you run their test meeting? Did you call them?

[robmOz]

@ajk1962f @storyhub sorry for the mistake with tagging. 🤔

OK @ajk1962f how about trying Edge browser?

Have you tried joining the Zoom test meeting?

https://zoom.us/test

Robert

If my reply helped, don't forget to click the like button! Also, if this solved your problem, please click the accept as solution button.

[ajk1962f]

As I mentioned in my original post, I do not use other browsers.  It's not a test meeting issue; it's a Zoom issue with video that at least two other users have reported here.  I am patiently awaiting a direct reply from Zoom forum staff.

[robmOz]

Hi @ajk1962f ok.  

As @storyhub suggested previously I would recommend contacting your Telehealth provider.

Zoom doesn't offer tech support for free accounts and the Telehealth provider should be able to use their paid account to access support.

[storyhub]

@robmOz a Zoom account is not even required to join a Zoom meeting. Health providers have a special version of Zoom that they use and they integrate that version with their IT systems using Zoom's SDK. Often that integration introduces issues that require users to do different things with their browser. They also offer a test meeting so users can verify that their computer device can join the meeting.

[Krashingdaily]

I have the exact same issue.  I use Chrome.  I cannot use my camera when the zoom meeting is set by an external party: telehealth doc, client, ...etc. It is ABSOLUTELY NOT on their side.  They have granted users the ability to use their cameras.  It is 100% on my/zoom side.  When I look at settings to grant access to my camera, there is NO ZOOM app list to grant said camera to.  I have looked in countless forums for help to no avail.  So, I have to resort to using my phone which is really wonky and not practical to use during meetings.  

[ajk1962f]

@Krashingdaily  Yes, you are 100 percent right.  It's not on my healthcare provider, who is self-employed and does not have the same account tier as a provider who works  for a health-care company.  With all due respect to the other participants in this chain:

1. This is an issue that Zoom needs to fix.

2. A Zoom staff member needs to reply to this thread, acknowledge the problem, and partner with Zoom's tech team to solve the problem as soon as possible.

[CarlaA]

Hi @ajk1962f @Krashingdaily,  thank you for sharing your experiences with us. I know video issues in the browser can be frustrating, especially when everything was working fine before. 

Can you both please try using an incognito or private window in Firefox or Chrome? This can help rule out any browser extensions or cached settings that might be interfering with Zoom. Just open a private window and visit https://zoom.us/test to check if your camera and mic work.

Also, please make sure your browser is allowing Zoom to access your camera using a Zoom test meeting:

In Firefox:

1. Open Firefox and go to about:preferences#privacy
2. Scroll down to the Permissions section
3. Click Settings next to Camera
4. Make sure https://zoom.us is listed and set to Allow
5. If it’s not listed, go to https://zoom.us/test, and Firefox should prompt you for access
6. If you don't see a prompt, click the lock icon in the address bar → Connection secure → More Information → Permissions, and manually set Camera and Microphone to Allow

In Chrome:

1. Visit https://zoom.us/test in a regular Chrome window
2. When prompted, click Allow to give Zoom access to your camera and mic
3. If you don't see the prompt, click the lock icon in the address bar → Site settings
4. Under Permissions, set both Camera and Microphone to Allow
5. Refresh the page to apply the settings

Please keep me posted and let me know if that helps.