Troubleshooting and Hardware

Find solutions to common Zoom audio, video, and performance issues, and guidance on hardware that can improve your meeting quality.

Audio

Strange High Pitched Feedback Sound

If your meeting has a lot of noise including high pitched squealing or feedback, mute all attendees to prevent undesired sounds.

• Keyboard shortcut to mute all attendees — Windows: Alt+A | Mac: Cmd+Shift+A
• Users can prevent feedback by using headphones or earbuds instead of speakers.

Echo in a Meeting

Using speakers while also using a microphone can cause an echo. If you are using headphones or earbuds and still hear an echo, it is likely coming from another participant. If you are the host, mute everyone but yourself with these keyboard shortcuts:

• Windows: Alt+M
• Mac: Command+Control+M

Sound Notifications

In a large meeting, the sound Zoom plays when participants join or leave can be disruptive. To change the default settings:

1. Sign in to the ANR Zoom portal.
2. In the left navigation under Personal, click Settings.
3. Scroll down to the Sound Notification When Someone Joins or Leaves section.
4. Toggle the on/off button to turn off all sound notifications, or leave it on and select Play Sound for Everyone or Host and Co-hosts Only.
5. For dial-in participants, check the box to Ask the caller to record their voice to use as the notification if desired.

Headphones Not Working

Zoom and Windows can conflict for control of audio devices. If your headphones stop working during a Zoom meeting and only your speakers work, try the following:

1. Unplug your headphones and reboot Windows.
2. After rebooting, plug in your headphones. Windows will usually display a pop-up window asking to optimize your headphones.
3. Select your headphones, choose the On-ear setting, and click Optimize.
4. Start Zoom and click Test Speaker and Microphone.
5. Select headphones as the speaker and follow the testing instructions.

If the issue persists, restarting Zoom will sometimes reset audio. If not, rebooting your computer is the most reliable remedy.

Video

Poor Video Quality

Poor video quality is most often caused by lighting. Fluorescent overhead lighting is particularly problematic as it casts a yellow-green tinge and unflattering shadows. To improve your video:

• Place a household lamp in front of you and slightly to the side, out of the camera's view.
• Consider purchasing a soft box for wide, even lighting, or a ring light to reduce shadows.
• If you have multiple monitors, open a blank white page on unused monitors and maximize the window — they can provide enough additional light to make a noticeable difference.
• Use Zoom's blur or virtual background feature to eliminate a cluttered or distracting background. The UC ANR background is available for use.

Note: Many digital cameras will auto color-correct for incandescent light. If your camera does not color-correct, the image may appear too yellow or blue.

Personal Settings

Add a Profile Photo

1. Sign in to the ANR Zoom portal.
2. Click Profile in the left navigation.
3. Click the placeholder image to choose or upload a photo.
4. Upload a new photo, navigate to an existing one on your computer, or drag and drop an image file.

Add a Virtual Background

In the Zoom desktop app, you can use a default background or upload your own image to appear behind you during video.

1. Join or start a Zoom meeting.
2. Click Start Video.
3. Click the ^ arrow next to the Start Video button.
4. Choose Virtual Background.
5. Select an existing background or upload your own image.

Zoom and PowerPoint Conflicts

Zoom and PowerPoint can conflict during meetings and hybrid meetings, as both applications attempt to take over the full screen. To resolve this, take PowerPoint out of full screen mode, take Zoom out of full screen mode, or both.

Take PowerPoint Out of Full Screen Mode

Press Esc to exit Presentation Mode. To permanently set PowerPoint to run in a window:

1. Click the Slide Show tab in PowerPoint.
2. Click Set Up Slide Show.
3. Select Browsed by an individual (window) and click OK.

Take Zoom Out of Full Screen Mode

Press Esc or double-click the Zoom screen to toggle full screen mode on or off. You can also use these keyboard shortcuts:

• Windows: Alt+F
• Mac: Command+Shift+F

Dual Monitors with Zoom and PowerPoint

To use slide show and presenter views across dual monitors:

1. Open the PowerPoint file you want to present.
2. Start or join a Zoom meeting.
3. Click Share Screen in the meeting controls.
4. Select your primary monitor and click Share.
5. Switch back to PowerPoint and click the Slide Show tab.

Improving Zoom Performance

If your audio or video is glitchy or full of pauses, these steps can help improve performance:

1. Close all unused applications and browser tabs before the meeting.
2. Allow any operating system or software updates to complete before the day of the meeting.
3. Use a wired Ethernet connection when possible. If not available, Wi-Fi is preferable to a cellular connection.
4. Disable HD video in your Zoom client to reduce bandwidth usage.
5. Turn off video for attendees in Zoom Preferences.
6. Limit the number of participants displayed per screen in Gallery View.

Hardware

For most Zoom meetings and webinars, a laptop with a built-in camera and microphone plus a set of earbuds or headphones will be sufficient. However, better quality hardware can noticeably improve your audio and video when quality is essential.

Microphones

You will need a way to connect the microphone to your computer or dock, either with an attached or detachable cable using the proper connector for your equipment. Some laptops have a 1/8" mini connector, while others require a standard USB or USB-C connector.

If multiple microphones are required, or your microphone has a professional connector such as a 3-pin XLR, a compatible mixer will be needed to combine the microphones and adjust sound levels. The mixer will also need to connect to your computer via USB, USB-C, or Thunderbolt (modern Macs).

To avoid noise from desktop vibrations or movement, a boom stand microphone that does not attach to your desk is recommended. Microphone placement can be crucial for audio quality — consult your owner's manual for guidance.

Microphone Types

• Dynamic microphones — the most common type, often used in live sound applications due to their resistance to loud sounds
• Condenser microphones — typically brighter and fuller sounding than dynamic microphones
• Ribbon microphones — capture the loudest sound directly in front while minimizing extraneous sound; tend to produce the clearest audio

Lavaliere Microphones

A lavaliere microphone, typically a condenser or dynamic design, clips to your shirt close to your vocal cords. It can easily pick up rustling of clothing or handling noise.