zoom room network disconnected and came back again. I had to manually rejoin

[vaibhavvaghela]

Hello everyone,
I am AV technician and manage 100 plus zoom rooms. one user complained that on controller this message popped up when connecting meeting  "Preferred speaker and preferred microphone and preferred camera error messages are popping up when trying to connect." 

it got resolved by itself after few seconds. 
when I checked logs on zoom meeting, it says "Room name got disconnected from meeting. Reason : Network connection error. "

this had happened in the past too with other rooms and user complaint about it. I am trying to dig deeper into this and try to solve root cause of it.
I asked networked team to help but they need more informartion and proper logs for that. they dont see any wrong with their side unless I give them proper reason or logs for that.

room is using polycom controller and polycom bar and mics.

any help would be appreciated 

[storyhub · Accepted solution]

Often momentary interrupts and reconnect can be the result of poor ethernet connections or poor HDMI connections. Zoom stream only requires about 5Mbs of bandwidth, but other hardware can also have poor ethernet or HDMI connections due to bad cables or damaged connectors. Since the device uses POE make sure that the POE switch is not being overloaded. That can cause momentary surge voltage drops that will disconnect.

Check the following article for any possible clues.

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0066569

[vaibhavvaghela]

I checked everything and seems to be fine.
switch is not overloaded and cables are new and good. I still do not undertand it. network team said they need more logs and more information which I dont find or how to find. 

[Frank_TB]

Hi,

How did you check the cables? Did you use a cable tester or just do a visual inspection?

Regards

[vaibhavvaghela]

hey thanks for reply
I did cable testing