When coming to the Zoom Community for troubleshooting help, our community of Zoom experts, Audio/Visual professionals, and other tech-savvy users might be able to help, but we often need more information to get a clearer picture of what the underlying issue is. This month’s ProTip is all about how to productively post in the Community and provide subject matter experts with the most helpful information, so that, in turn, a faster solution might be found.

Provide detail without giving away personal information

When detailing the issue you are having, it can often help us know the specifics of your device, such as the exact brand, model, OS version, and Zoom version you are experiencing the issue with. These details can help us track down issues specific to that Zoom app version, that OS version, that specific brand of computer, or a combination of all.

That being said, this is a publicly accessible forum, so any personally identifiable information  should never be exposed, such as full name, email addresses, phone numbers, meeting IDs, passcodes, company name, and login passwords. We want to protect your account and personal information, so personally identifiable information should only be shared through a private communication channel, such as contacting Zoom Support, and with the consent of the owner of that information.

Note: If you expose Personally Identifiable Information (PII) publicly on the community, your post will be removed to protect your personal information and Zoom account. 

Explain the circumstances around the issue

When explaining your issue, paint a full picture of what led up to and after the issue. Important details might include error codes or messages, screenshots of what is happening (with any exposed PII blacked out or pixelated), what you were trying to accomplish, other programs running at the same time, and how hot your device felt or how loud the fans on the device were, as this can tell us if your device was overheating. These details can help explain what caused the issue and allow for a more efficient resolution. 

What have you already tried to fix the issue? 

Have you turned it off and on again? We’ve likely all been asked this question before when talking to IT or other helpdesk, but knowing what you have already done to try to fix the issue is helpful. Knowing that you’ve already restarted your device, reinstalled the app, and/or any other steps you’ve taken to troubleshoot allows us to skip those suggestions and get to more advanced troubleshooting tips quicker.

We’re all here to help

Lastly, remember that we are here to help, discuss, and collaborate, so please have patience with everyone in the Community. We may be on different time schedules or only have a few minutes a day to help in the Community, so responses may not come immediately. If it's been a few days without a response from someone, feel free to tag them in another reply to see if they have any updates or other suggestions for you. For more urgent issues, please contact Zoom Support for official help. 

I am the account holder. I want “A” to be able to schedule a meeting whenever she wants, and I want her to be the host of those meetings. It’s in my interest that she be able to function independently.

I could just give my account login and password, but as a best practice, I would prefer to give that to no one.

I have tried googling and reading Zoom instructional pages, but I have not found the answers.

Please help.

Using zoom for meetings, when I open the chat window, a blank screen appears. Sometimes I can close it and re-open the chat and the chat works, however, more often opening the chat crashes the program and the only way to close the program is using taskmanager.

I have uninstalled and reinstalled zoom several times and the same problem persists.

I am running windows 11

Any suggestions on what may be causing this behavior?

Thank you

My clients can see and hear me, I can hear them but I can’t see them if they use a computer or laptop, I can see them if they use their phone, I can hear them, two or three minutes later, the other person video "show up"  any suggestions would be appreciated please. If I can´t solve these, may be I´m going to leave Zoom. Tks.

A participant in my meeting is using a dial-in number. She can hear the presentation but, she reported that she is unable to ask questions, because we can't hear her. Is there something she has to do in order to have audio communication? Thank you for any help in this matter.

Dear community, I have created two meetings in tow different weeks for which you have to register.
In the first meeting, all registered email addresses are displayed in the queue report.
In the second meeting, no email address is entered, although a bunch of people were in the meeting and they all had to register to get the zoom link. I am at a loss. The queue report is empty.... Thank you for your help.