Zoom Troubleshooting Tips

Make sure your Zoom desktop client is up-to-date for best results (even if you’re scheduling Zoom meetings through Canvas). This video shows you how.

Fix slow or lagging internet connection

  • Test your audio/video connection on the Zoom test site at zoom.us/test
  • Plug your laptop into wall power. Battery use can adversely affect video quality.
  • Adjust settings in Code42 (contact Digital Solutions for help if needed). If you notice considerable slowness on your home network or Stanford computer, check if Crashplan is running backup during that time.  If so, adjusting your backup preference could help:
    • Set a limit on upload bandwidth
    • Schedule CrashPlan to run during certain hours – like overnight. 
  • Consider temporarily turning off your video stream and only maintaining the audio stream (you can also try having your students do the same). This will use up less internet bandwidth and improve communication quality and consistency. Reducing the number of video feeds you are viewing at once (by resizing the Zoom window) can also improve your connection.
  • Try tethering your mobile device to your computer to connect to the internet over the cellular network if your home network cannot support your needs. Stanford Mobile clients can turn on tethering by calling 650.725.4357. (Note: Tethering typically costs an additional $10 per month for AT&T or Sprint, but is provided as part of the basic package for Verizon and T-Mobile. Some providers are lifting these costs and data limits during COVID-19).

Prevent issues logging in

If you or your students have trouble joining a Zoom meeting from Canvas, try logging into the Zoom desktop application via SSO with your Stanford account and then launching the meeting from Canvas. This video walks you through these steps.

Optimize and troubleshoot audio

  • If you have earbuds or a headphone set, wear them. Doing so will reduce interference and make it easier for your students to hear you. You can advise your students to do the same.
  • Advise students to mute their microphones if they are not speaking and unmute the microphones when they wish to speak. Encourage students to mute themselves if they’re not speaking to minimize unnecessary or distracting background noise. You can have students use the in-meeting chat tool or the “raise hand” nonverbal feedback feature to give the group a visual cue for when they wish to speak. 
  • If your microphone is not working, use the phone number listed in the Zoom invitation when you set up a Zoom call. You can use your phone as the microphone and audio source for your call rather than your computer’s built-in microphone.

Get Zoom help

Zoom help is available through the following:

  • GSB virtual classroom support hotline at 1-888-887-7861, Ext. 345.
  • The University IT Service Desk at 650-725-4357 for basic assistance 24/7.
  • Zoom how-to guides at support.zoom.us.