Troubleshooting video issues

If you are experiencing video issues during video conferencing, you can try these troubleshooting steps below to see if they solve your issues.

• Make sure the privacy switch is off
• Update your device
• Clear browser cache
• Zoom issues: reinstall Zoom
• Google Meet issues: check site permissions
• Useful external links

Make sure the privacy switch is off

Chromebook has a built-in physical privacy switch for the camera on the side of the device. Please ensure it is switched off so the camera is not blocked.

Some non-chromebook devices may have camera privacy switches on the side or on top of the screen. Please make sure it is switched off so the camera is not blocked, if your device does have a switch.

Update your device

Please make sure your device is completely up to date. We have had instances where updating the device resolved many known Zoom issues.

For Chromebook users

Note: Please make sure your device is connected to the Internet before checking for updates.

1. At the bottom right, select the time.

2. Click on the Settings icon.

3. On the left, select "About Chrome OS".

4. Under "Google Chrome OS", click on "Check for updates".

5. If an update is available, it will start to download automatically.

6. After the download is done, click "Restart" to finish the update.

If you notice that your device is not up-to-date but you encounter issues when updating your device using the steps above, please contact IT via helpdesk@saga.org and provide the serial number of your device. For instructions on how to find your serial number, you can refer to this article: Identifying Your Device's Serial Number

For Mac, Windows, Linux users

Device updates for non-Chromebook devices are managed by IT with our administrative tool JumpCloud. If you suspect that your device is not up-to-date, please contact IT via helpdesk@saga.org and provide the serial number of your device. For instructions on how to find your serial number, you can refer to this article: Identifying Your Device's Serial Number

Clear browser cache

1. From your Chrome browser, press Ctrl + H (Command + Y on Mac) on your keyboard to open History.
2. Go to Delete browsing data from the left side.
3. Go to the Advanced tab and select All Time from the Time Range dropdown.
4. If you want to keep the passwords and autofill form data stored in your browser, uncheck them on the list. Make sure to manage your sign in information wisely!
5. Click Delete data.

If you are having trouble with Zoom:

For Chromebook users

1. Completely uninstall the Zoom app.

• On the Zoom icon in your taskbar, uninstall with a two-finger click (right click if you are using a mouse), then select uninstall. This can also be done by going into the Launcher in the corner and finding Zoom there.

• You may run into the message: "Per your administrator, this app may not be uninstalled". If this happens, please contact IT by emailing: helpdesk@saga.org for further assistance.

  

  
  

2. Restart your Chromebook. Visit the Google Play Store and install the Zoom for Chrome PWA app.

For Mac, Windows, Linux users

Check out this article from Zoom and follow the steps for your device type: Uninstalling and reinstalling the Zoom application

If you are having trouble with Google Meet:

Please make sure you have grant Google Meet permissions for camera and microphone.

1. On the Google Meet page, click on the "View site information" icon on the left of the URL, then click on "Site settings".

2. On the Site settings page popped up, look for "Camera" and "Microphone" under "Permissions", then select "Allow" on their drop-down menus.

3. Close the Site settings page and go back to the Google Meet page, then click on "Reload" for the changes to apply.

4. You can see in the site information that camera and microphone are allowed for Google Meet.

Useful external links

• Zoom Troubleshooting Video Issues
• Google Meet Troubleshoot camera issues in a meeting

After performing these steps, if you are still experiencing issues, please reach out to IT by emailing: helpdesk@saga.org and we will be happy to provide further assistance.