Zoom Not Working? Check These Things First

1. You must log in with the SSO option. 

If you are not sure how you are logged in, click on your profile pic in the right corner and underneath that, it should have your email address listed as @tennessee.edu if you logged in with SSO. If it doesn't, log out and log in again by clicking Sign In with SSO.


2. Make sure your Zoom software is up to date 

  1. Click your profile in the upper right.
    Zoom main dialog box
  2. Click Check for Updates.
    Zoom profile info

3.  Transition Your Zoom Account to a HIPAA Sub-Account

Make sure you have transitioned your Zoom account to the more secure HIPAA sub-account by following the Transition Your Zoom Account to a HIPAA Sub-Account instructions.  In order to continue to use Zoom, you use the Zoom HIPAA sub-group.

Benefits of the Zoom HIPAA Sub-Account:

  • Increased security over your Zoom meetings.
  • Upgrade to a Zoom Licensed (Pro) Account, which allows your meetings to extend beyond 40-minutes and up to 300 participants.
  • Share or discuss HIPAA and FERPA-related matters.

All UTHSC faculty, students and staff are now entitled to a Zoom Licensed (Pro) Account, which allows you to: 

  • Attend meetings others schedule
  • Schedule meetings (unlimited time with up to 300 attendees)
  • Set up a co-host
  • Use Waiting or Breakout rooms
  • Create polling
  • Screen Sharing