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Zoom Web Conferencing: Troubleshooting Connection

Tutorials

Troubleshooting Connection

How to Troubleshoot Internet Connection Issues

 

Adjust location of your computer

Place your laptop as close as possible to your WIFI router.
If possible, it is best to use a cable to connect your computer to your internet router.
 

During the Zoom meeting

 

Have everyone in the session 
  • mute microphones when they are not talking
  • turn off Gallery view 
  • mute video so that you can reduce the amount of data that needs to update
If you cannot maintain connection during the session
Use the telephone connection for the Zoom session so that you can always hear and be heard by all participants. The telephone audio will continue even if you are not able to maintain your video connection.
 

Get a better idea of how your internet service is performing

 

Test your home internet speed:
  • Go to https://www.speedtest.net/
  • Click Go. Within about 30 seconds you will see a report of your download and upload rates.
 
You can use this information to compare with the Zoom specifications for calls:
 
For 1:1 video calling:
  • 600kbps (up/down) for high quality video
  • 1.2 Mbps (up/down) for 720p HD video
  • Receiving 1080p HD video requires 1.8 Mbps (up/down)
  • Sending 1080p HD video requires 1.8 Mbps (up/down)
 
For group video calling:
  • 800kbps/1.0Mbps (up/down) for high quality video
  • For gallery view and/or 720p HD video: 1.5Mbps/1.5Mbps (up/down)
  • Receiving 1080p HD video requires 2.5mbps (up/down)
  • Sending 1080p HD video requires 3.0 Mbps (up/down)
 
Check your internet provider bill to see if you are getting the level of service you have contracted. Sometimes bills do not include this information; it will require that you call your internet provider.

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