IT Knowledge BaseSpecial TopicsZoom Zoom PhoneTroubleshooting & Resources for Zoom Phone

Troubleshooting & Resources for Zoom Phone

This article contains troubleshooting tips and resources for Zoom Phone.

Issues with your Zoom desktop app or mobile app

Try quitting the Zoom app and opening it again.

The first troubleshooting step is to completely close/quit the Zoom app and open it again.

Note that with the Zoom desktop app, the app may still be running when you close it. Follow the additional instructions below to quit the app.

1. Go to your taskbar and locate the Zoom app. Right-click on the Zoom app (PC) or Ctrl+click on the Zoom app (Mac).

Zoom running in the Windows taskbar

2. Click Exit.

options when right-clicking on Zoom app
Try signing out of the Zoom app and sign in again.

Signing out of the Zoom app and signing back in can also resolve many Zoom Phone issues.

Check for updates to the Zoom app

Zoom releases updates to the apps that often address various bugs and issues. Check to see if there are any updates for the Zoom app and then see if your issue is resolved.

For the Zoom mobile app, check the Apple App Store or Google Play Store to see if there are any available updates.

Apple App store with Zoom app update

On the Windows PC Zoom desktop app, click on your profile icon and select Check for Updates.

profile menu in desktop app

On the Mac Zoom app, click on the Zoom.us menu and then select Check for Updates.

Mac check for updates
  1. Click on the zoom.us menu.
  2. Then select Check for Updates.

If an update is available, click Update.

update available

Once the update is downloaded, click Install. Your Zoom app will close and restart once the update is installed.

install update

Don't see the Check for Updates option? Or get an error message indicating that your Zoom app has to be updated by an administrator?

Uninstall the Zoom app and re-install it by following our instructions on downloading the Zoom desktop client. This should allow you to update the app on your own.

How to uninstall an application on Windows PC

How to uninstall an application on Mac OS

If this does not solve the issue or you experience issues when trying these steps, contact the IT Help Desk at [email protected] or 657-278-7777 for assistance.

Restart your device

Many issues can be resolved by restarting your device (laptop, mobile phone, tablet, etc.). Try turning off the device completely and then turn it back on to see if that resolves your issue.

Need to obtain diagnostic info and/or your IP address for Telecom?

If you are working with Telecom to resolve an issue, they may request some diagnostic information and/or your IP address. These steps cover how to access that information.

1. Click on your profile image and then select Settings.

profile menu
  1. Click on your profile image.
  2. Then click Settings.

2. Click on Statistics and then click on Phone. You can now take a screenshot of the information or copy/paste the requested information into an email or chat window.

Register Server IP/Port = your Zoom Phone IP address.

Phone Statistics screen
  1. Click on Statistics.
  2. Then click on Phone.
  3. You can now take a screenshot of the information on this screen or copy/paste it into an email or chat window.

Issues with your Zoom desk phone

Restart your desk phone

Restarting your desk phone can often resolve issues you are having with the device.

Please note that it may take about a minute for your phone to restart and reconnect to the campus network.

VVX 150 Desk Phone:

  1. Press the Home button.
  2. Use the right navigation button to scroll to Settings and then press the select button.
  3. Press the select button to select Basic.
  4. Press 7 or use the down navigation button to scroll to Restart Phone and press the select button.
  5. Press the Yes soft key to confirm you want to restart your phone.
  6. The phone will chirp and then restart.

 

Edge E100 and E220 Desk Phones:

  1. Press the Home button.
  2. Press 9 or use the down button navigation to scroll to Settings and press the select button.
  3. Press 1 or the select button to select Basic.
  4. Press 7 or scroll down to Reboot Phone and press the select button.
  5. Press the Yes soft key to confirm you want to restart your phone.
  6. The phone will chirp and then restart.

 

Edge E500 Desk Phone:

  1. Press the Home button.
  2. Press 9 or use the down button navigation to scroll to Settings and press the select button.
  3. Press 1 or the select button to select Basic.
  4. Press 7 or scroll down to Reboot Phone and press the select button.
  5. Press the Yes soft key to confirm you want to restart your phone.
  6. The phone will chirp and then restart.