Zoom Phone not connecting on desktop client

[Ruit]

We've been having intermittent connectivity issues with Zoom Phone on the Windows Desktop client.  A popup on the Phone tab says 'Not Connected, Attempt to Reconnect'.  Chat and meetings work fine but no phone.  Usually a log out, then back into the Zoom client resolves it.  Sometimes a reboot is needed.   Network/internet are both stable. Seems to be randomly happening to several people in the office each day.  No firewall changes, etc. have been made.  Zoom support has yet to be able to figure it out.   Any thoughts from the Zoom Community would be appreciated, thanks!

[AugustWind]

That's part of my issue as well. I get this message on my Zoom app on my cell. I've reached out to the Zoom rep to see how they can help. 

[akinto2006]

Is there an update for this? This issue is still happening.

[Eliot]

hi @Ruit 

May be a Zoom client issue since chat and meetings work fine.   Are you on the latest Zoom client?  As of 7/17/2025, Zoom Windows Workplace client is 6.5.6.  You can also do a CleanZoom uninstall and then reinstall.

Uninstalling and reinstalling the Zoom application

My guess is that there could be a network issue that only affects certain users.  Are there some users that are never affected and other users that are affected from to time?

How are users experiencing network loss connected to your network, i.e. wired connections from one or more network switches or perhaps WiFi connections to one or more access points and or ISP gateway devices?  You may want to consider doing a detailed network diagram if you have not done so already.

What types of Windows computers are users using to connect to your network, i.e. make, model, Windows 10 or Windows 11 and version? 

How busy are the computers that experience network issues, i.e. CPU, Memory, Disk and Network utilization? 

Do the network interface cards have the current drivers?

Are the computers that experience network issues using Cat 5e, Cat 6 or better patch cords and connecting to network switches with sufficient backplane bandwidth?

Have you implemented QOS?

Implementing Quality of Service for Zoom Phone

Did my response answer your question? If so, please don't forget to mark the reply as an accepted solution.

thanks,  eliot

[TAM-BN]

Unfortunately, no.  The issues we are experiencing are not network issues as we do not have any network issues with any other applications that we use.  We only experience this error message in the Phone app with Zoom.  The user has the latest version as mentioned, signed in/out of the app, recycled the app, and has rebooted their computer.  How can this user get access to make phone calls?

[TAM-BN]

We called support and we were able to get this to work in Chrome and the phone, but not in the Zoom client app.  A ticket has been opened accordingly.

[Eliot]

hi @TAM-BN  

for testing purposes, can this user signin on a different pc and make and receive calls?  if not, please check to see that this user has zoom phone call plan assigned to him/her.

Suggest you do a CleanZoom uninstall and then reinstall zoom windows workplace client.

Uninstalling and reinstalling the Zoom application

thanks,  eliot