Zoom Rooms spontaneously getting disconnected

[NocturnalDC]

Over the past couple weeks a few of our Zoom Rooms have been in the middle of meetings and then randomly gotten disconnected and automatically reconnected shortly after. The displays will turn off and will have to manually be turned back on as well. Any ideas as to why this is happening and how we can resolve it?

[tombozzo]

@NocturnalDC did you ever make any headway here troubleshooting your issue? We have a room (a single room) that is exhibiting similar behavior.

[JayLarimer]

Has anyone found the root cause of this issue? We have about 80 Zoom rooms in our county and this year most of our Large Zoom rooms using Intel NUCs are experiencing the same issue. They disconnect and reconnect automatically. Zoom dashboard identifies poor network when this happens but doesn't provide specific details.

[anhdaisy]

Same problem as mine (two devices) for the past few weeks. Anyone knows the cause and solution?

[tombozzo]

I'm not sure we ever identified the exact cause, but the issues seemed to go away after updating the firmware and device software of the NUC via the "Download Drivers & Software" page on Intel's website. 

Good luck!

[bstrelko]

Unfortunately, 'Network disconnection error' appears to be the catch-all for almost all issues in these rooms; it's a symptom of the crash and rarely ever the cause.

Short answer, Zoom does not provide the level of detail required to evaluate the root cause of these issues using the Zoom Admin Portal. You'll need to submit a ticket, say your prayers, and hope that either someone is engaged enough to help you or that the type of data required to evaluate the issue is actually accessible on the CS-facing Zoom back-end.

HOWEVER, since these are PCs and not android devices, you capable admins are able to comb through logs on the actual OS - this can point to specific issues and reduce the burden/fumble of Zoom attempting to explain the issue. Timestamps and error codes are helpful.