Live Conversation: Zoom Basics and Troubleshooting


At a Glance

Live Conversations use Zoom. If you've scheduled a Live Conversation, you'll need to install the Zoom software to participate, but you will not need to download the UserTesting recorder. In this article, we've provided an overview of some common Zoom topics to help you get started.


Note: for further assistance and detailed troubleshooting steps, visit the Zoom Help Center.


How do I join a Live Conversation?

What are the requirements for Zoom?

Where do I got to download Zoom?

How do I share my screen? (and other controls)

Audio troubleshooting

How do I request or give keyboard/mouse control?

My video/camera is not working. How do I fix this?

How do I invite others to join?


How do I join a Live Conversation? 

On your UserTesting dashboard, you'll find the button to "join" your scheduled Live Conversation session 15-minutes before it begins.  Learn more.

What are the requirements for Zoom?

  • Supported operating systems: 
    • Windows 7, 8, 8.1, or 10
      • Note: Devices running Windows 10 must run Windows 10 Home, Pro, or Enterprise. S Mode is not supported. 
    • Mac OS 10.8 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+
  • 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.

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 share my screen? (and other controls)

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. 

Click Share Screen button in your meeting tools and choose the screen that you would like to share.  


Click Stop Share when you are done sharing your screen.

Additional controls: 
Pause: Pause your current screen share
New Share: Select a new window, application, or desktop to share 
Annotate: Use screen share tools for drawing, pointer, etc...
Remote Control: Allow contributor to control your keyboard and mouse
Mute: Mute or ask to unmute microphones
Stop Share: Ends your screen sharing
Stop Video: Stop or Start webcam videos

Chat: Enable or disable the chat feature
Lock Meeting: Prevent new contributors from joining the meeting
Enable waiting room: Control when contributors join the meeting and put contributors in the waiting room
Assign host: Make a certain contributor a host
Hide profile picture: Select to hide contributor profile pictures
Rename display name: Rename contributor display name
Remove or report: Remove or report a contributor
More: In-meeting Tool bar options (in-meeting options such as - Chat, Invite, Hide video panel etc..)

Record: All UserTesting Live Conversations are automatically recorded and will be uploaded to your dashboard
Remote Control (under More): Allow contributor to control your keyboard and mouse

Advanced features: Includes live transcription, closed captioning, polls, and breakout rooms
Allow contributors to:

  • Share screen
  • Chat
  • Rename themselves
  • Unmute themselves
  • Start video


How do I join or test my audio?

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

For computer audio, you must have a working microphone, such as the 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 select "Test Speaker". If you cannot hear, change the output source by selecting a different speaker device.
  •  Speak at a normal level and check the Input Level meter to see if your computer is registering 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.

Audio Troubleshooting: 

  • If you are on on 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 Using the Zoom Client and Zoom Rooms with macOS 10.14 Mojave 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.

How do I join by telephone?

You can join a Zoom meeting via teleconferencing/audio conferencing, using a traditional telephone. This is useful in occasions where:

    • you do not have a microphone or speaker on your PC/Mac,
    • you do not have a smartphone (iOS or Android) while on the road, or
    • you cannot connect to a network for video and VoIP (computer audio)

Find step-by-step instructions for joining via telephone here.

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.

Learn about requesting or giving remote control here.

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

Your camera should connect automatically, if you've granted permissions 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.

How do I invite others to join?

During a meeting, you can invite people to join the conference by clicking on Invite tab in your meeting controls. 


Click Copy Invite Link or Copy Invitation if you want to send your instant meeting information elsewhere. Copy URL will copy the join link and Copy Invitation will copy the full invitation text. You can then paste it using ctrl-V on a PC, cmd-V on a Mac, or by right-clicking and choosing Paste.

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