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Troubleshooting for macOS

Troubleshooting for macOS

Audience: Staff, Students, Parents/Guardians

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

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?

  • Check for macOS and Zoom Updates

    • Update macOS:

      • Go to System Settings > General > Software Update.

      • Install any available updates.

    • Update Zoom:
      If Zoom opens partially or you can access the menu:

      • Click zoom.us in the menu bar.

      • Choose Check for Updates.

  • Reinstall Zoom

    • Open Finder > Applications.

    • Drag Zoom to the trash.

    • Empty the Trash (right-click Trash > Empty).

    • Go to http://zoom.us/download and download the latest Zoom.

 

Poor Performance?

  • Restart your Mac

    • Click the Apple logo in the top-left corner.

    • Choose Restart.

  • 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 & cookies 

  • Check if you can Update Google Chrome or any other browser you may be using

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

  • Resetting Chrome (or other browser) 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: https://zoom.us/join

    • 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 System Settings > Privacy & Security.

    • Click Camera under the “App Permissions” section.

    • Make sure Zoom is enabled (toggle should be green)

  • Restart Zoom and your Mac.

 

Microphone Not Working?

  • Check microphone permissions

    • Go to System Settings > Privacy & Security > Microphone.

    • Make sure Zoom is toggled ON (green).

  • Check mic input

    • Go to System Settings > Sound > Input.

    • Choose your microphone.

    • Speak into the mic and check if the input level bar moves.

  • 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)

    • If you are using a browser other than Chrome, then you should also try to update it

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

    • This can help determine if the issue is with the hardware on your Mac 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.

    • Navigate to System Settings.

    • Select the Security & Privacy option, click the Privacy tab, scroll down to Screen Recording, and finally check the option for zoom.us.

    • Ensure Screen Sharing is turned on.

 

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 Mac and add it again.

 

Zoom is Blocked by School Admin?