Zoom Troubleshooting

Current Responses for March 2020
Zoom Trainings: We have set up additional zoom sessions, multiple times a day as below. These sessions will run Tuesday-Friday this week. No RSVP is required, so please feel free to distribute the links Morning 9-10 AM: https://columbiauniversity.zoom.us/j/628071344 Afternoon 12-1 PM: https://columbiauniversity.zoom.us/j/168130101 Afternoon 3-4 PM: https://columbiauniversity.zoom.us/j/208467277
Status	Solution	Notes
User requests Zoom upgrade
Student	Buy Account (Example)	CUIT doesn't support Pro accounts for students, only for faculty and staff. You can create your own paid Zoom Pro account directly with Zoom at https://zoom.us.
Professor TA Researcher Staff	Create Account (INC1563529 )	If basic account exists Your Zoom account has been upgraded to Pro. You can log into Zoom by going to https://columbiauniversity.zoom.us/. Please let us know if you have any questions. If basic account doesn't exist yet Your Pro Zoom account has been created. You should receive an email with a invitation link to activate your account, Please follow the instructions to activate your account. Once you do so you can log into Zoom by going to https://columbiauniversity.zoom.us/. Please let us know if you have any questions. If they believe they have basic but it doesn't actually exist. We don't see a Zoom account for you within our Columbia managed account. You may have an account at https://zoom.us/, but we can't upgrade those. We have created a Pro Zoom account for you with your Columbia email address. You should receive an email with a invitation link to activate your account. Please follow the instructions to activate your account. Once you do so you can log into Zoom by going to https://columbiauniversity.zoom.us/. Please let me know if you have any questions. If they already have an active pro account. Our records indicate that you have an active Zoom Pro account. You can confirm this by logging into Zoom at https://columbiauniversity.zoom.us/. If you do receive an error, please provide a screenshot if possible. Please let us know if you have any questions.
Multiple Accounts	INC1604677	The Zoom accounts you listed have been upgraded to Pro. The users will receive emails to confirm and activate their accounts. Please let me know if you have any questions.
Group Account	Zoom Pro for Group (INC1564507)	The Zoom Pro account for [ ] has been created and an activation email sent from Zoom with instructions on how to create a password and access the account. Once the password is created, you can click the link for "go to account" directly from that screen. Going forward the URL for login is at https://zoom.us/, with the email address and password.
Group Acct	need shared email set up (Medical Center)	Dear Alexandra, We can set up a group Zoom account for you and your team, but it has to be attached to a non-UNI email address. All of our individual Zoom login is through SSO and the password is always attached to your UNI, and can't be changed independently just within Zoom. If you already have a shared email account for your department, we can use that. If so, please provide the email address. If you don't have a shared email ready for use, you'll need to contact CUIMC IT for assistance with that: 305-4357 or 5help@columbia.edu. Please let me know if you have any questions. Doug Ward Sr. Service Specialist CUIT Academic Services
Group Acct	need shared email set up (from CUIT)	Dear Alexandra, We can set up a group Zoom account for you and your team, but it has to be attached to a non-UNI email address. All of our individual Zoom login is through SSO and the password is always attached to your UNI, and can't be changed independently just within Zoom. If you already have a shared email account for your department, we can use that. If so, please provide the email address. If you don't have a shared email ready for use, we can open a ticket with our email team on your behalf. Once that email address is active, we can link a Zoom account to it. Please let me know if you have any questions. Doug Ward Sr. Service Specialist CUIT Academic Services
Hosting an Online Event on Zoom	INC1659137	We have create a Pro Zoom account for you with your Columbia email address. You should receive an email with a invitation link to activate your account. Please follow the instructions to activate your account. Once you do so you can log into Zoom by going to https://columbiauniversity.zoom.us/. Based on your request it may be helpful to start with the following guides to get familiar with Zoom: Zoom Getting Started Guide: https://support.zoom.us/hc/en-us/categories/200101697 Installing and running the Desktop Client: https://support.zoom.us/hc/en-us/articles/201362033-Getting-Started-on-Windows-and-Mac CUIT Zoom Page: https://cuit.columbia.edu/video-conferencing CTL Resources: https://ctl.columbia.edu/teachingonline Finally we've attached a resource page regarding online event best practices. e
~~HIPPA Compliance~~		We are currently working on setting up HIPAA compliant Zoom accounts for CUIMC. In the meantime HHS has suspended penalties for telehealth using non HIPAA compliant services. Please proceed with using the Zoom account for telehealth visits (https://www.hhs.gov/sites/default/files/ocr-bulletin-3-28-20.pdf). You will receive further communications when the HIPAA compliant accounts are ready. See below CUIMC Account Access
CUIMC Account Access		CUIMC IT is providing HIPAA compliant Zoom accounts to CUIMC faculty and staff. Please go to https://cumcprod.service-now.com/itsp?id=cm_sc_cat_item&sys_id=c42abca31bf3c4109ff2bbfccd4bcb36 to request a Zoom account through CUIMC IT. Please contact CUIMC IT at ZoomAccountRequest@cumc.columbia.edu or 212-305-HELP (4357) for any questions.
Zoom LTI aka Zoom Class Sessions Tool
Email Mismatch	Zoom Classes is not working for me via Canvas INC1659400	Since Zoom accounts are provisioned to uni@columbia.edu addresses, having an alternative default email address in Canvas can cause errors with the Zoom LTI. This issue can be resolved by going into your settings and changing your default email address. Link to settings page: https://courseworks2.columbia.edu/profile/settings Guide to changing default email address: https://community.canvaslms.com/docs/DOC-10592-4212710338 Please let us know if you have any questions.
Using Class Sessions	INC1660173	Zoom has been added to your courses, you should see an option for "Zoom Class Sessions" on the navigation bar. After you select Zoom Class Sessions, you will be able to schedule Zoom meetings for your classes. Here is Zoom's official guide for scheduling meetings https://support.zoom.us/hc/en-us/articles/201362413-How-Do-I-Schedule-Meetings- .
Guest Speakers
Setting up guest speakers	How to let outside guest speakers give presentations to my class online INC1660336	One potential solution would be to schedule a recurring Zoom meeting and provide invitations to the speakers. Here is Zoom's official guide for scheduling meetings: https://support.zoom.us/hc/en-us/articles/201362413-How-Do-I-Schedule-Meetings- . Once the speakers have joined the meetings you will be able to give them the ability to share their screen, video, and audio with the class. Here is Zoom's official guide for scheduling meetings: https://support.zoom.us/hc/en-us/articles/201362153-How-Do-I-Share-My-Screen-
Restoring Videos
Lost Videos	Restore if possible Inform of policy (INC1561916)	I've restored your videos that were hosted in the Zoom cloud. Please test a few of the video links to ensure proper functionality for you. CUIT policy is to retain cloud-hosted videos for thirty days, after which they are subject to deletion. We keep them in a holding area for restoration for cases like this, but most users never need them restored. Did you have the links published somewhere (such as a Canvas course) for access by others, or were you the only one using them? Either way, we can move them to another hosted space other than Zoom for continued access. Please let me know how you'd like to proceed, or if you have any questions.
Webinar
Webinar Request	Webinar Request (INC1562380)	Confirm availability → Reserve account → inform user Zoom Pro accounts can host meetings with up to 300 participants. If you need to host a larger Zoom session Zoom Large Rooms for up to 500 participants or Zoom Webinars are available. If you have a one-off event then Large Rooms and Webinars are available for reservation on a first come basis at no cost. If you need a Zoom Large Room or Webinar on an ongoing basis please see https://cuit.columbia.edu/zoom for the Webinar pricing guide. Please let us know if you would like to reserve or purchase a Large Room or Webinar.
Difference b/t meeting and webinar		https://support.zoom.us/hc/en-us/articles/115005474943-Meeting-and-Webinar-Comparison
Guides
Panopto in Course Site		Panopto has been installed in all CourseWorks sites. Panopto allows you to upload any video or audio file for streaming to your students. You can enable Panopto in your course by following the below steps. Navigate to your course site Click Settings on the left Click Navigation along the top Enable Panopto Recordings Click Save Settings at the bottom You can find more information on enabling and using Panopto in your course here: https://courseworks2.columbia.edu/courses/56883/pages/using-panopto-in-your-canvas-course
Editing Zoom Cloud Recording		If a Zoom recording is hosted in the cloud, the start and end times can be modified. First, navigate to columbiauniversity.zoom.us and go to your Recordings tab. Click the title of a video to see more details Click the play button to open the video editor. Click Playback Range at the bottom of the video. Drag the cursor to where you would like the video to start, or type in the desired start and end times. Click Save. Now the shareable link will start and end at the selected times you selected.

General Responses
Status	Solution	Notes
User requests Zoom upgrade
Student	Buy Account (Example)	CUIT doesn't support Pro accounts for students, only for faculty and staff. You can create your own paid Zoom Pro account directly with Zoom at https://zoom.us.
Admin or researchers	Buy Account (Example)	Due to a limited number of Zoom Pro licenses, we are only able to provide free Pro upgrades to users who have a the role of Instructor in the HR PAC system and currently we show your PAC role as admin, so we would need to charge the $25 per year upgrade fee. Please provide a chartstring for billing purposes.
Prof.	Create Account (INC1563529 )	General Response If basic account doesn't exist yet. Initial creation of Zoom accounts is self-service. Please create your free Basic Zoom account within our Columbia subscription by clicking on https://columbiauniversity.zoom.us/signin. You'll be prompted to enter your UNI and password, which will automatically create your account where we can see it. Pro upgrades are free for instructional and research purposes. Once you create your Basic account, then we can upgrade it to Pro for you. Please let me know if you have any questions. If they believe they have basic but it doesn't actually exist. We don't see a Zoom account for you within our Columbia managed account. You may have an account at https://zoom.us/, but we can't upgrade those. Please create your free Basic Zoom account within our Columbia subscription by clicking on https://columbiauniversity.zoom.us/signin. You'll be prompted to enter your UNI and password, which will automatically create your account where we can see it. Pro upgrades are free for instructional and research purposes. Once you create your Basic account, then we can upgrade it to Pro for you. Please let me know if you have any questions. If basic account exists Your Zoom account has been upgraded to Pro. Please let me know if you have any questions. Backend- Steps Go into Zoom Admin → Users → Edit the User Type → add department → place in appropriate group Example
Multiple Accounts	INC1604677	The Zoom accounts you listed have been upgraded to Pro. The users will receive emails to confirm and activate their accounts. Please let me know if you have any questions.
Group Account	Zoom Pro for Group (INC1564507)	The Zoom Pro account for [ ] has been created and an activation email sent from Zoom with instructions on how to create a password and access the account. Once the password is created, you can click the link for "go to account" directly from that screen. Going forward the URL for login is at https://zoom.us/, with the email address and password.
Restoring Videos
Lost Videos	Restore if possible Inform of policy (INC1561916)	I've restored your videos that were hosted in the Zoom cloud. Please test a few of the video links to ensure proper functionality for you. CUIT policy is to retain cloud-hosted videos for thirty days, after which they are subject to deletion. We keep them in a holding area for restoration for cases like this, but most users never need them restored. Did you have the links published somewhere (such as a Canvas course) for access by others, or were you the only one using them? Either way, we can move them to another hosted space other than Zoom for continued access. Please let me know how you'd like to proceed, or if you have any questions.
Webinar
Webinar Request	Webinar Request (INC1562380)	Confirm availability → Reserve account → inform user Zoom Pro accounts can host meetings with up to 300 participants. If you need to host a larger Zoom session Zoom Large Rooms for up to 500 participants or Zoom Webinars are available. If you have a one-off event then Large Rooms and Webinars are available for reservation on a first come basis at no cost. If you need a Zoom Large Room or Webinar on an ongoing basis please see https://cuit.columbia.edu/zoom for the Webinar pricing guide. Please let us know if you would like to reserve or purchase a Large Room or Webinar.

(If applicable) Check the department's remaining allocation of pre-paid licenses.

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