/
Troubleshooting for ChromeOS

Troubleshooting for ChromeOS

Audience: Staff, Students, Parents/Guardians

Purpose: The purpose of this article is to help users troubleshoot common Zoom issues on ChromeOS.

Notes:

  • If you do not see the answer to your question please contact the ICCSD Help Desk.

Table of Contents:

Zoom App Won’t Open or Load?

  • Make sure your Chromebook is up to date:
    Go to Settings > About ChromeOS > Check for updates.

  • Restart your Chromebook.

  • Remove and reinstall the Zoom app:

    • Go to Launcher > Right-click Zoom > Uninstall.

    • Reinstall from the Chrome Web Store or Google Play Store (if supported).

 

Poor Performance?

  • Restart your Chromebook

  • Close unnecessary tabs when attempting to do a Zoom call. These can use up resources on your device and cause issues with the call.

  • Clear cache and cookies.

  • Check if you can Update Google Chrome

  • Check your extensions for anything you don't recognize and disable it

  • Resetting Chrome settings to default will also disable all your extensions, as well as clear a few other settings.

    • This can help determine if an extension or some other setting was interfering with your ability to join the call.

    • If it works after, enable your extensions again one at a time and try using Zoom.

      • Once it stops working again, you have found the problem source.

 

Can’t Join a Meeting?

  • Double-check the Meeting ID and Passcode.

  • Ensure you’re using the latest version of Zoom.

  • Try joining through the Zoom Web Portal: Join Meeting | Zoom

    • If you come across any screen where you are asked for a birthdate, enter anything before the year 2000. It is an age verification issue that is supposed to have been removed but still pops up from time to time.

 

Camera Not Working?

  • Make sure no other app is using the camera.

  • Check camera permissions:

    • Go to Settings > Privacy and security > Site settings > Camera.

    • Make sure Zoom is allowed.

  • Restart Zoom and your Chromebook.

 

Microphone Not Working?

  • Check mic input in Settings > Audio > Input.

  • Make sure Zoom has mic access:

    • Go to Site settings > Microphone and allow Zoom.

  • Try unplugging/replugging a headset or using the built-in mic.

 

Are Both Your Camera and Microphone Not Working?

  • Move closer to your Wi-Fi router or switch to a stronger connection.

  • Close unused tabs and apps.

  • Turn off HD video in Zoom settings if performance is low.

  • Check if you can Update Google Chrome (updating Chrome updates Chrome apps)

  • Make sure your speaker and microphone volume are turned up in Chrome settings

  • Test the camera and microphone by making a short video with the Chromebook’s camera app.

    • This can help determine if the issue is with the hardware on your Chromebook or with a setting on Zoom.

  • Make sure the microphone is not muted/camera not turned off.

  • Open settings while in a meeting > Audio. 

    • Checkmark the setting Automatically join audio by computer when joining a meeting

    • Check if automatically adjust microphone volume is checked. Adjust as desired.

 

Can't Hear Other Participants?

  • Ensure your audio output device is not muted, and the volume is set at an adequate level to hear the call.

  • Check your Zoom audio settings to ensure Zoom is playing back audio properly to your audio output device.

    • Make sure the correct device is set to output.

    • Use the built in test to see if you can hear Zoom play audio.

      • If you can hear the Zoom test audio but not the Zoom call, the issue may be on the other participants end.

Can't Share Screen?

  • If using the Zoom Web App, screen sharing may be limited.

  • Make sure that you have enabled screen sharing.

 

Network Issues?

  • Run an internet speed test.

  • Make sure your speeds are not under the minimum requirements for Zoom.

    • If you are under, proceed with the tips below:

      • Restart your router and modem

      • Move your device closer to your router.

        • If the device is further away, it can cause interference with the connection. Getting closer will reduce this.

      • Remove the Wi-Fi network from your Chromebook and add it again

 

Is There an All Purpose Solution?

  • Press Control + Alt + Shift + r

  • A screen will appear that says Reset this Chromebook.  Select Powerwash. 

  • A pop-up window will appear asking to Confirm Powerwash. Select Continue. 

  • The screen will go black momentarily. 

  • The Welcome to your Chromebook screen will appear.

    • Select Get Started.

  • A network screen will appear with available Wi-Fi networks.

    • Select ICCSD - Guest to start.

    • Then select Next.

      • The Chromebook will automatically connect to ICCSD - Secure once the Chromebook is enrolled. 

  • A screen will appear saying Getting the device ready.

  • Enterprise enrollment should occur automatically.

    • Once the screen shows Enterprise Enrollment Complete, select Done. 

  • Now you should be able to sign in to your Chromebook. 

 

Zoom is Blocked by School Admin?