Zoom Troubleshooting
- L.A. Creech
- Paul Falvo
- Douglas Ward
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 | ||
| Status | Solution | Notes |
| User requests Zoom upgrade | ||
| Student | Buy Account (Example) | CUIT is currently not upgrading student accounts to Pro. If you are a TA and in need for research related purposes, please ask your Instructor or department to write to CUIT at askcuit@columba.edu. |
Professor TA Researcher Staff | Create Account (INC1563529 ) | If basic account exists (No Charstring Provided) Please provide us with your department Chart String, after that we can upgrade the account.
Please let us know if you have any questions. If basic account exists (Chartstring Provided) 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. 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, Please let me know if you have any questions. Doug Ward |
| Group Acct | need shared email set up (from CUIT) | Dear Alexandra, Please let me know if you have any questions. Doug Ward |
| 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:
Finally we've attached a resource page regarding online event best practices.
|
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) extension 5 for any questions. | |
| CUIMC Account Migration | If you would like to migrate your account from CUIMC to CUIT you can contact ZoomAccountRequest@cumc.columbia.edu and krb2144@cumc.columbia.edu; subject: "Approve to Move from CUIMC Zoom to CU" | |
| Zoom LTI aka Zoom Class Sessions Tool | ||
| Email Mismatch | Zoom Classes is not working for me via Canvas | 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. 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- . |
| Entering Passwords | INC1688296 | If students are joining your course from the Zoom Class Sessions tool they will not be prompted to enter a password. In this case, their form of authentication is logging into Canvas and your course. If students attempt to join the session by entering the meeting ID in a Zoom client they will be prompted for a password. |
| "300 Download Error" | INC1706305 | In order to resolve this issue, please ensure that you are signed into zoom at https://columbiauniversity.zoom.us . Once you've confirmed that you're signed in, you should be able to download the recordings from the Zoom Class Sessions Tool. Alternatively, you could download the videos directly from https://columbiauniversity.zoom.us/recording . |
| Selective Access to Recordings | The Zoom Class Session tool does not have built-in settings to selectively provide access to videos. Recordings migrated from the Zoom tool into Panopto are also, by default, available for all members of the course. In order to selectively provide access you'll need to 1) Delete the recordings from the Zoom Class Session Tool and 2) Move the recordings from the Panopto folder into a seperate folder. Then you will be able to selectively provide access to that folder or videos within that folder. Please see the following documentation for assistance with this process. Panopto Sharing a Folder: https://support.panopto.com/s/article/Share-a-Folder | |
| Guest Speakers | ||
| Setting up guest speakers | How to let outside guest speakers give presentations to my class online | 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.
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.
Now the shareable link will start and end at the selected times you selected. | |
| View Poll Reports | If you’d like to go back and view the results later, select the meeting in the Previous Meetings tab in the Zoom Class Sessions Tool, select Poll Report next to the Report type option, and generate the report. You should then be able to view the results from past meetings.
Poll Reports can be downloaded as CSV files. The file will display responses.
| |
| 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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