Troubleshooting & Resources for Zoom Phone
This article contains troubleshooting tips and resources for Zoom Phone.
Issues with your Zoom desktop app or mobile app
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.
Signing out of the Zoom app and signing back in can also resolve many Zoom Phone issues.
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.
On the Mac Zoom app, click on the Zoom.us menu and then select Check for Updates.
- Click on the zoom.us menu.
- Then select Check for Updates.
Once the update is downloaded, click Install. Your Zoom app will close and restart once the update is installed.
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.
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.
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.
- Click on your profile image.
- 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.
- Click on Statistics.
- Then click on Phone.
- You can now take a screenshot of the information on this screen or copy/paste it into an email or chat window.
You can record test audio and play it back to test your speakers and microphone.
If you follow the steps below and do not hear the recording repeated back to you like an echo, there could be issues with your connection.
- Sign into your Zoom account, then click or tap on Phone.
- Dial and call *8378.
- Speak into your microphone. Zoom will automatically play back the recording for you.
- Hang up to end the test.
Issues with your Zoom 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.
- Press the Home button.
- Use the right navigation button to scroll to Settings and then press the select button.
- Press the select button to select Basic.
- Press 7 or use the down navigation button to scroll to Restart Phone and press the select button.
- Press the Yes soft key to confirm you want to restart your phone.
- The phone will chirp and then restart.
Edge E100 and E220 Desk Phones:
- Press the Home button.
- Press 9 or use the down button navigation to scroll to Settings and press the select button.
- Press 1 or the select button to select Basic.
- Press 7 or scroll down to Reboot Phone and press the select button.
- Press the Yes soft key to confirm you want to restart your phone.
- The phone will chirp and then restart.
- Press the Home button.
- Press 9 or use the down button navigation to scroll to Settings and press the select button.
- Press 1 or the select button to select Basic.
- Press 7 or scroll down to Reboot Phone and press the select button.
- Press the Yes soft key to confirm you want to restart your phone.
- The phone will chirp and then restart.
If you follow the steps below and do not hear the recording repeated back to you like an echo, there could be issues with your device(s).
- Dial and call *8378 (TEST).
- Speak into your handset or connected headset. The recording will automatically be played back for you.
- Hang up to end the test.
If you are unable to dial *8378, try running the built-in diagnostics on the desk phone.
- Press the Home button.
- Use the right navigation button to scroll to Settings and then press the select button.
- Press the select button to select Status.
- Press the select button to select Diagnostics.
- Press the select button to select Test Hardware.
- Press the select button to select Audio Diagnostics.
- Press the Record soft key to start recording. Speak into your handset or connected headset.
- Press the Stop soft key to stop recording.
- Press the Play soft key to listen to the recording.
Edge E100 and E220 Desk Phones:
- Press the Home button.
- Use the right navigation button to scroll to Settings and then press the select button.
- Press 5 or the select button to select Diagnostics.
- Press 2 or the select button to select Test Hardware.
- Press 1 or the select button to select Audio Diagnostics.
- Press the Record soft key to start recording. Speak into your handset or connected headset.
- Press the Stop soft key to stop recording.
- Press the Play soft key to listen to the recording.
- Press the Home button.
- Use the right navigation button to scroll to Settings and then press the select button.
- Press 5 or the select button to select Diagnostics.
- Press 2 or the select button to select Test Hardware.
- Press 1 or the select button to select Audio Diagnostics.
- Press the Record soft key to start recording. Speak into your handset or connected headset.
- Press the Stop soft key to stop recording.
- Press the Play soft key to listen to the recording.
How to submit a request to Zoom Support
Some issues such as network problems, dropped calls, and missing text/chat messages are not supported by campus IT. These issues can be reported directly to Zoom Support.
2. Click your avatar. Then, click Settings.
- Click your avatar (profile picture or initials).
- Click Settings.
5. Check that Phone is selected in the Product drop-down menu. Then, use the Problem drop-down menu to select what kind of problem you encountered. Specify the date and time the issue occurred using the Time of Occurrence drop-down menus. In the Description field, provide a brief explanation of the problem. Check Include log file and system information if you would like log files to be sent to Zoom Support. If you have already opened a ticket, check I Have a Ticket ID and input the Ticket ID in the data field. Then, click Send.
- If it doesn't default to Phone, select Phone from the Product drop-down menu.
- Select the type of problem from the Problem drop-down menu.
- Use the Time of Occurrence drop-down menus to select the date and time that you encountered the issue.
- In the Description field, provide a brief explanation of the problem.
- (OPTIONAL) Check the box next to Include log file and system information if you want to include logged information about your device and the app in your ticket.
- (OPTIONAL) If you have an open ticket with Zoom about the same issue and would like to reference it in this ticket, check the box next to I have a ticket ID.
- (OPTIONAL) If you indicated that you have a Ticket ID, enter the Ticket ID into the data field.
- Click Send to send the request to Zoom Support.
These instructions show the iOS interface, but the steps are the same for Android.
5. Tap what kind of problem you encountered and provide a brief explanation. Then, specify the Time of Occurrence. Toggle on the Send Log button if you would like log files to be sent to Zoom Support. If you have already opened a ticket, toggle on the I Have a Ticket ID button and input the Ticket ID. Then, tap Send.
- Tap what type of problem occurred.
- In the data field, briefly explain what happened. If you select Others, explanation is required.
- Tap Time of Occurrence and select the date and time when the problem happened.
- (OPTIONAL) Toggle on the Send Log button if you want to include logged information about your device and the app in your ticket.
- (OPTIONAL) If you have an open ticket with Zoom about the same issue and would like to reference it in this ticket, toggle on I Have a Ticket ID.
- (OPTIONAL) If you indicated that you have a Ticket ID, enter the Ticket ID into the data field.
- Tap Send to send the request to Zoom Support.
3. Enter your CSUF email address and password. Then, click Sign In.
- Enter your CSUF email address.
- Enter your CSUF password.
- Click Sign In.
5. Click My Requests in the welcome bar.
My Requests is also where you'll be able to find your open tickets and previous correspondence with Zoom Support.
8. Add an email address in the CC field if you would like to copy someone on the request. Enter a Subject. Next, explain your issue in the Description box. From the Product drop-down menu, select Zoom Phone. Then, select the type of issue from the About drop-down menu. Choose what Platform you've had the issue on (in most cases, you would select Softphone.) Indicate whether or not you are able to make and receive calls. Then, enter the Ticket ID in the Reference field if you have an open ticket that you would like to reference in this one. To add an attachment, click Add or drop files here. Click Next to proceed.
Fields marked with an asterisk (*) are required.
- (OPTIONAL) In the CC field, enter any email addresses that you would like to copy on the request.
- In the Subject line, enter a short phrase to describe the issue.
- In the Description box, provide more details about the issue.
- From the Product drop-down menu, select Zoom Phone.
- From the About drop-down menu, select what type of issue you encountered (e.g. Quality/Networking).
- From the Platform drop-down menu, select what type of device you've had the issue on (this will usually be Softphone.)
- From the Are you able to make/receive calls drop-down menu,. select Yes or No.
- (OPTIONAL) In the Reference field, enter the Ticket ID of the ticket you would like to reference.
- (OPTIONAL) Click Add file or drop files here to attach any files such as screenshots, PDFs, etc.
- Click Next to proceed.
