Scenario:


You are attempting to access Zoom from the app or via Canvas for an upcoming lecture. You are encountering some issues launching Zoom, it won’t launch or you are receiving an error message or an unauthorised message.


Solution:


Please try the following steps to correct this issue


Update the Zoom application:


From the app on your computer:

  1. With app open, click the Profile Icon in the top right of the app

  2. Click Check for Updates

  3. If updates are available click Install Updates


From the web:


  1. Open https://zoom.us/download 

  2. Click Download on relevant software version



Review Sign In:


From the app on your computer:

  1. Sign out of your Zoom account on your device

  2. Click the Profile Icon in the top right of the app

  3. Click Sign Out

  4. Open the app again 

  5. Click Sign In with SSO

  6. On the MTU SSO login page, enter your login credentials (@cit.ie email not @mtu.ie) and click Login


From the web:

  1. Sign out of your Zoom account

  2. Click the Profile Icon in the top right of the screen

  3. Click Sign Out

  4. In your browser open https://telcit.zoom.us/ 

  5. Click Sign In

  6. On the MTU SSO login page, enter your login credentials and click Login



Network and Browser Review:


Network:

  1. Open your internet browser

  2. Go to https://www.speedtest.net/ 

  3. Click Go

    1. Review your results

    2. Ping ms (latency) ideally should be <100 ms

    3. Anything <50 ms is really good

    4. If speeds are too low you will experience disruption in calls

    5. If possible switch to a wired network and test again


Browser:

  1. Check if the issue is also occurring on another browser

  2. Clear cache and cookies for your browser

    1. Firefox

    2. Edge

    3. Chrome

    4. Safari

  3. Once complete close out your browser and launch again