Ultimately Zoom is providing a service for free to even more millions of people in the world than before the pandemic so it's not surprising that they can't also provide free tech support to everyone. Especially because any given issue could relate to any or all of:
* network problems (weak wifi signal or slow connection speed);
* hardware problems (camera/microphone and/or the connection to them being missing/broken);
* device configuration problems (there are device audio/video settings, as well as the software's own settings);
* user education needs (some people need more detailed instructions than others)

For important meetings/events we always try to do a test-run first with a colleague to make sure that the computer is set up as needed and we're familiar with all the functionality we want to use. We do this with Teams as well as with Zoom. (In fact plenty of people here will swear Zoom is far easier/more reliable than Teams.) Then if we run into an issue we have time to click things / check settings / do a web search to find the answer without any time pressure or panic.

For #1, as you mention it's a laptop, my first thought is that the laptop probably has a privacy shield that can slide over the camera. This is generally small and unobtrusive and people don't realise it's there, so it's very easy for it be covering the camera (and hence the video) without the user realising. But it could also be misconfiguration in the laptop video settings, or a malfunctioning camera, or the user didn't actually click the buttons they say they clicked. Probably not network issues here because in that case the video (and usually audio) freezes rather than just not appearing.

I've never come across #2. I guess it could be a network issue, I don't know.

Deborah


-----Original Message-----
From: Code for Libraries <[log in to unmask]> On Behalf Of charles meyer
Sent: Wednesday, 16 November 2022 11:38 am
To: [log in to unmask]
Subject: [CODE4LIB] Zoom issues

Caution: This email originated from outside our organisation. Do not click links or open attachments unless you recognize the sender and know the content is safe.


Hi my esteemed listmates,

I have not enjoyed success in the lst 2 outings with Zoom.

Their tech support is nonresponsive so when I have a choice I use MS Teams.

1st -  a patron checked out a library laptop to Zoom her court appearance,

All parties to the Zoom could hear her but never see her.

There was no checkmark next to the “Stop Video”nor * Hide Self View*.

She had to accept a continuance  because Zoom would not show her on camera.

These are poor people who cnalt afford an A/V dept and Zoom shouldn't require that.

Has anyone encountered this tech iwse and how have you fixed it?

2nd - I had a live evemntrpogrma I created and hosted. It revealed a person from another state fine and me on screen in Zoom.

Everyone could hear everyone and even in the room could hear us both where HDMI was connected from the laptop to the room's speakers.

The second I clicked Record the audio went silent. With no time to make Zoom happy, I created a new invite on MS Teams and it had no issues.

Has anyone had that challenge and if so how did you fix it?

Thank you!

Charles.
Charles Meyer
Charlotte County Public Library


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