Live Conversation: Zoom Basics and Troubleshooting


At a Glance

Live Conversations use Zoom, which means that you will need to either download Zoom to your desktop or use the web client/browser version. In this article, we've provided an overview of some common Zoom topics to help you get started.


Live Conversation is available on the following subscriptions:

Flex plan Seat-based plan
Essentials Startup
Advanced Professional
Ultimate Premium


Click on the following header titles to skip to that section of the article:

For further assistance and detailed troubleshooting steps, visit the Zoom Help Center.

What are the requirements for Zoom?

  • Supported operating systems: 
    • Windows 7, 8, 8.1, 10, or 11
      • Note: Windows 11 is supported on version 5.9.0 or higher. Devices running Windows 10 must run Windows 10 Home, Pro, or Enterprise. S Mode is not supported. 
    • macOS X with 10.9 or later
      • Mac Users: Please ensure you've downloaded the most recent version of Zoom
  • Supported browsers:
    • Windows: Edge 12+, Firefox 27+, Chrome 30+
    • macOS: Safari 7+, Firefox 27+, Chrome 30+
    • Linux: Firefox 27+, Chrome 30+
  • An internet connection: broadband wired or wireless (3G or 4G/LTE)
  • Speakers and a microphone: built-in or USB plug-in or wireless Bluetooth (we recommend using a headset)
  • View the full system requirements.

Do I need to download Zoom or have a Zoom subscription to run a Live Conversation?

No. You have the option to run your Live Conversation test using the Zoom web browser.

Where do I go to download Zoom?

Go here on your Mac or Windows computer, and your download should begin automatically. Then, you'll follow the prompts to finish installing the software. 

How do I test my audio?

Follow these directions to test your audio before or after joining a meeting.

You must have a working microphone for computer audio, such as a built-in microphone, a USB microphone, or an inline microphone on a headset or headphones.

  • You can test the volume and output of your speaker device by selecting Test Speaker. If you cannot hear, change the output source by selecting a different speaker device.
  • Speak at an average volume level and check the Input Level meter to confirm that your computer registers your voice. A green bar will raise and lower as you speak if it is working correctly. If the audio is not registering, change the input source by selecting a different microphone from the drop-down list.
  • You can select Automatically adjust microphone settings to adjust the microphone level based on your speech level.

How do I share my screen? 

While in a meeting, you can share the following content:

  • Entire desktop or phone screen
  • A specific application
  • A portion of your screen
  • Whiteboard
  • Device audio
  • Content from a second camera
  • iPhone/iPad screen

Learn more about sharing your screen. You can also ask the contributor to share their screen.

Click the Share Screen button in your meeting tools, and choose the screen you want to share.  


Click Stop Share when you are done sharing your screen.

How do I change my display name?

You can access this option by hovering over your display name and clicking MoreChoose Rename to change your screen name displayed to other participants.

Who has hosting privileges on Zoom?

Hosting privileges are only available when the moderator selects join with note taking. Hosting privileges will either be assigned to the moderator or observer, whoever has joined the session first. The first to join will see a message letting them know that they're the host. The host then has the option to make other team members the host, including contributors.  

What additional controls do hosts have?

If you have joined as host in the note taking version you will have access to additional Zoom controls.

As the host, you have access to additional controls under Security.


These Security controls are as follows:

  • Lock Meeting
  • Enable Waiting Room
  • Hide Profile Pictures
  • Allow Zoom participants to:
    • Share Screen
    • Chat
    • Rename Themselves
    • Unmute Themselves 
    • Start Video

As the host you can also enable the following within the Participants list


  • Ask Zoom participants to mute/unmute their audio
  • Chat with specific Zoom participants
  • Stop a Zoom participant video feed
  • Allow a Zoom participant to access Multi-Pin
  • Make someone else the host
  • Rename a Zoom participant
  • Put Zoom participants into a Waiting Room
  • Remove Zoom participants from the session
  • Report Zoom participants to Zoom

Note: Hosts do not have the ability to hide Zoom participants. Observers who join your Live Conversation will be named "Anonymous Observers" in the Zoom session. You can rename participants if you wish.

How do I request or give keyboard/mouse control?

In some scenarios, such as testing a prototype or secure experience, you may want to give the contributor control over your keyboard and mouse rather than having them open the experience on their own device.


  1. Join the meeting with a PC, Mac or iPad device.
  2. The person sharing their screen must be on a PC or Mac.
  3. You are not using the note taking version of Live Conversation.

Learn about requesting or giving remote control here.

If you need to share images with contributors, learn more here.

How do I download the Zoom transcript?

Transcripts for Live Conversation are available on the Flex plan and on the Premium edition of the seat-based plan. After completing your moderated interview:

  1. Navigate to the Sessions tab of your test.
  2. Select the video recording you wish to view.
  3. In the Notes & clips dropdown, choose Transcript.
  4. To download the transcript, select the share icon Screenshot 2023-05-15 at 4.13.24 PM.png in the video player and choose Export to Excel. Download the file to access the transcript.


My video/camera isn't working. How do I fix this?

Your camera should connect automatically if you've granted permission to do so. Make sure to select Start Video on your toolbar. 

You can find additional troubleshooting steps here.

If using Windows 10, please note there is a privacy feature that may block Zoom from using the camera. Learn more about this feature and how to allow Zoom access to your webcam.

Why is my audio not working?

If you are on a Mac OS 10.14 Mojave or earlier and can't access the microphone, check your operating system permissions to confirm that Zoom has access to the microphone. See this “Granting macOS permissions…“ article for more information.

If you are on Windows 10 and can't access the microphone, use the Windows search box to navigate to Microphone privacy settings. Switch on the Allow apps to access your microphone toggle, and enable access for Zoom.

Why is my audio muted when I share my screen?

You may need to deselect the Share tab audio when screen sharing on the Zoom web client. Learn more about how to troubleshoot this process at the Zoom Help Center.

Why can't I launch my Live Conversation on Zoom?

There are a few reasons you may be having difficulty launching a Live Conversation. Below are the two most common:

  • You are not joining at the correct time. Only moderators will be able to access the Join button 15 minutes before the scheduled start time; observers cannot join 15 minutes before the session. Prior to this time frame, the Join button will be grayed out for both moderators and observers. Learn more about how to join your interview.
  • You are not the one who scheduled the Live Conversation. If you are on the seat-based plan, a Live Conversation can be started only by the person (the moderator) who scheduled the Live Conversation. (Note that this differs from the Flex plan, where anyone designated a Creator can launch a test.) You will not be able to start that session if someone else on your team scheduled the session and gave you the moderator link to launch. If you're using an observer link to sit in on the session (not as the moderator), the session will start when the moderator has launched it. If you're still unable to launch the session, please contact Support via chat from your UserTesting Dashboard.

Learn More

Need more information? Read these related articles

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