Live Conversation: Zoom basics and troubleshooting

If you've scheduled a Live Conversation, you'll need to install the Zoom software to participate. Below, you'll find a guide to using Zoom, including some troubleshooting for basic issues. On your UserTesting dashboard, you'll find the button to "join" your scheduled session 15-minutes before it begins.

Mac Users: Please ensure you've downloaded the most recent version of Zoom

 

What are the requirements for Zoom?

Where do I go to download Zoom?

How do I install on a Mac?

How do I share my screen?

How do I join or test my audio?
• Mac
• Windows

How do I join by telephone?

How do I request or give keyboard/mouse control?

What if my video/camera isn't working?
• Mac
• Windows
 

How do I invite others to join?

 

 

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
  • 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 you'll be prompted to download Zoom.



How do I install on a Mac?

To install Zoom on a Mac, please check that your Security and Privacy settings are set to Allow apps downloaded from Mac App Store and identified developers.

  1. Visit our Download Center.
  2. Next to Zoom Client for Meetings, click Download.
  3. Click on Security & Privacy.
  4. Click the lock icon at the bottom left to have access to make changes. 
  5. Enter your computer administrator username and password.
  6. Change Allow apps downloaded from:, to App Store and identified developers.
  7. Note: For Mac High Sierra (10.13.x), you will need to click on Allow too. 
  8. Click the lock icon again to prevent any further changes.


Installing the Zoom application

  1. Visit the Download Center.
  2. Next to Zoom Client for Meetings, click Download.
  3. Open the downloaded file. It is typically saved to your Downloads folder. 
  4. Follow the prompts to install the application on your computer.

To remove the Zoom app:

1. Open Finder.
2. Click Applications.
3. Find the app you want to uninstall.
4. Select the app.
5. Click the File menu.
6. Click Move to Trash.
7. Click and hold the Trash icon.
8. Click Empty Trash.

 




How do I share my screen?

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To start "Screen Sharing" select "Share Screen" button located in your meeting tool bar. 

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After selecting "Share Screen" located in your in-meeting tool bar. You can choose to share your "Desktop" or an "individual application/window".

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 participant to control your keyboard and mouse
Mute: Mute or unmute your microphone
Stop Share: Ends your screen sharing
Stop Video: Stop or Start your webcam video
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 participant to control your keyboard and mouse




How do I join or test my computer audio on a Mac?

Prerequisites:

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.

1. After joining or starting a meeting, click “Join Audio by Computer” to connect your computer’s speaker and microphone to the Zoom Meeting. If using your computer’s speaker and microphone is your preferred audio method, check the option "Automatically join audio by computer when joining a meeting".

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2. You can test your audio connection before joining by clicking the “Test Computer Audio” link. The audio preferences will open. 
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  • 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.


3. If you would like to check your audio connection while already in a meeting, click the arrow next to the microphone on the left-hand side of the in meeting toolbar and follow the directions above.



How do I join or test my computer audio on  Windows?

1. After joining or starting a meeting, click “Join Audio by Computer” to connect your computer’s speaker and microphone to the Zoom Meeting. If using your computer’s speaker and microphone is your preferred audio method, check the option "Automatically join audio by computer when joining a meeting".

windows-audiooptions.png

2. You can test your audio connection before joining by clicking the “Test Computer Audio” link. The audio preferences will open. 

Screen_Shot_2017-12-21_at_5.26.45_PM.png
 

  • 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 also select "Test Mic" to playback your microphone input.
  • You can select “Automatically adjust microphone settings” to adjust the microphone level based on your speech level.


3. If you would like to check your audio connection while already in a meeting, click the arrow next to the microphone on the left-hand side of the in meeting toolbar and follow the directions above.

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
  • You could not connect to a network for video and VoIP/computer audio.

Join by computer (for video) and telephone (for audio):

1. Join a Zoom meeting
2. Once you are in the meeting, select the Join Audio in the menu bar

windows-audiooptions.png
3. Follow instructions on the dialog box to Dial In

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How do I request or give keyboard/mouse control?


Pre-Requisites:

1. Join the meeting with a PC, MAC or iPad device.
2. The person sharing their screen must be on a PC or MAC. 

How to request remote control from someone who is sharing their screen:

  • Once the other person has started sharing you will need to locate the tool bar menu drop down at the top middle of your Zoom window. (i.e. "You are viewing Michael Mariscal's screen")
  • Next, select "Request remote control right". This will then send the other person sharing a notification asking whether or not they will allow you to control their screen. 

RequestRemoteControl.png


How to give remote control of your screen while sharing:

  • You will see a notification asking whether or not you will allow them to control your screen.
  • Click "allow".

GiveRemoteControl.png


How to regain control:
To regain control over your mouse and keyboard, simply click anywhere on your screen.

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

  1. Make sure that all other programs that utilize the camera are not using the camera or are closed.
  2. Reboot your computer to ensure that the camera is not being used by another application.


My video/camera isn't working for my Windows PC. How do I fix this?

  1. Make sure that all other programs that utilize the camera are not using the camera or are closed.
  2. Reboot your computer to ensure that the camera is not being used by another application.
  3. Visit your device's support and downloads page to update the camera driver.

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. 

InviteTab.png

Click Copy URL 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.

 copy-url-or-invitation-button.png

Do I need to record the Live Conversation?

No need - Zoom will automatically record and upload the Live Conversation session. It will be available on your UserTesting dashboard. Please allow a half hour for processing. 

Can I hide the list of meeting participants? 

It is not possible to hide the list of meeting participants. If you plan to have additional observers during the Live Conversation, please consider letting the participant know that others may join the meeting. Observers should mute their microphones to avoid audio issues. 

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