Technical FAQ's

• How do I upgrade Zoom to the latest version?

  https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0060716

• What is the minimum version of the Zoom Desktop Client?

  OSU follows Zoom's recommendation for the minimum versions allowed for the Zoom Desktop Client. Please update your Zoom client when prompted.  Additional version information may be found here: https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0061130

• How do I troubleshoot my camera or video?

  https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0068908

• How do I improve poor video quality? 

  https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0060352

• How do I test my Audio before meetings?

  https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0062765

• How do I Improve Audio Quality in Zoom?

  If you have been told that your audio is not intelligible in a Zoom meeting, try the steps below to troubleshoot and improve your audio quality.

   

  Use earbuds or a headset

  Ensure your meeting participants can hear you by using earbuds or a headset; computer microphones may be too far away to pick up your voice clearly. Computer microphones also can pick up room noise and vibrations from your desk. Rustling papers in front of a laptop mic or tapping on your desk is enough to drown out other speakers in the meeting.

   

  Work from a quiet location

  To the extent possible work from a quiet location where you will not be interrupted. Even when using a headset, loud background noises can interfere with your speaking voice.

   

  Avoid echoes

  We all occasionally repeat ourselves, but if every one of your words echoes in a meeting it will be hard to understand you. To prevent echoes, make sure you join your meeting via a single audio source, i.e., computer audio or a phone line but not both. Similarly, when a group attends a meeting make sure only one member is providing the audio for the meeting.

   

  Don’t call from the road

  Joining a meeting while on the road is not a good idea, not only for safety reasons! Road noise or transit announcements are enough to make you hard to understand.

   

  Don't overload your device

  Close any unneeded applications and browser tabs during your Zoom meeting.

   

  Change Advanced Audio settings for professional audio uses

  Use the High Fidelity Audio mode option in Advanced Audio. It enhances “Original Audio” mode, allowing for disabling echo cancellation & post-processing, while raising audio codec quality to 48Khz, 96Kbps mono/192kbps stereo for professional audio transmission in music education and performance applications. Professional audio interface, microphone, and headphones required.

   

  Make sure your device meets the system requirements for using Zoom

   

  • Review the requirements for PC, Mac, and Linux or iOS, iPadOS, and Android.
  • In particular, ensure you have sufficient internet or cellular bandwidth: 
    • Try switching from cellular to Wi-Fi or from Wi-Fi to a wired internet connection to increase the bandwidth available to you.
    • Turn off video and/or screen sharing in your Zoom meeting to preserve bandwidth for audio.

   

  After you have made adjustments, you can check your internet connection, audio, and video at zoom.com/test.

   

  If audio issues persist, you may consider the Call/Dial in option located in your original meeting invitation. 

• How do I suppress background noise for videos? 

  https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0059985#h_01GZ2K7B4S999BKBAWMRYQETJ0

• How do I manage Closed Captioning and Live Transcription?

  https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0059762

• How do I manage and share Cloud Recordings?

  https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0067567

• How do I request a Zoom Plugin?

  You will need to confirm if your Plugin is on the Zoom Plugin Approval List? 

   

  If not, are there any other plugins in the approved list that do the same thing?  

   

  If so, what new functionality does this plugin provide that you need?" 

   

  NOTE: IT Security must approve all plugins.  If your plugin appears on the list as Denied, Security may have deemed that the item too closely matches an already approved plugin.  Additionally, plugins whose functionality has been deemed a security risk will not be granted. 

   

  You may submit your request two ways.  You may either:

  1. Visit the Zoom Plugin Request Form.  You will be prompted to login with your O-Key Account credentials and authenticate through Multifactor Authentication (MFA).

  2. Start a support ticket by using this link: Request Help

  Please provide the following information:

  1. Department Name

  2. Email address used to logon to Zoom

  3. Link to the Plug-in

  4. Person responsible for assisting with implementation.

  5. How will It benefit the Department or College

  6. Effective date of implementation

  7. Please search for the Plugin on the Zoom Plugin Approval List.  Are there any other plugins in the approved list that do the same thing?  If so, what new functionality does this provide that you need?"

• How do I purchase an additional license for other Zoom services?

  You may submit your request two ways.  You may either:

  1. Visit the Zoom Add-On License  Request Form.  You will be prompted to login with your O-Key Account credentials and authenticate through Multifactor Authentication (MFA).

  2. Start a support ticket by using this link: Request Help
     
     

     Please provide the following information:

     • Direct Contact Phone Number

     • Department Billing Account Number

     • Department Name

     • How Will It Benefit The Department Or College

     • Add-On License Requested

     • Effective date

• How do I find technical support?

  For technical support, please review the information at Zoom Help Center

   

  Your university provided Zoom account is an Education Plan with Premier Support.  Using the Zoom Account License number 7013435042, you may Call +1.888.799.9666 or submit a help ticket with Zoom Support at the following link.  https://support.zoom.com/hc?id=new_request&sys_id=cb06ab4b8702255089a37408dabb3555

   

  You may also submit email to the Helpdesk at helpdesk@okstate.edu