• Check if your microphone has been muted in the session. The session host may have muted all attendee’s microphones for the session – as a default your microphone will be muted as you arrive in the session.
• Ensure you have the correct device selected as your audio input in your audio settings. If needed run the troubleshooting process described here.
• If you cannot connect your microphone using these methods you can also try dialling into the session through your phone using the information provided in the emails you will have received containing access instructions for the session.
• Ensure your device has enabled microphone use for the Zoom platform (application). This short Youtube video provides a guide on this for Windows users: https://www.youtube.com/watch?v=rUVsx9OhyMA

• Check with your IT Administrator that the Zoom platform is not being blocked within your organisation.
• If you are using a VPN disconnect from this and re-enter the session.
• Try connecting using the web-based session, instead of through the application by selecting ‘Join from your browser’ when you click the link to the meeting. This option will be available at the bottom of the webpage.
• Try using a different internet browser to join the session – Google Chrome or Firefox are the preffered access browsers for Zoom.

Prior to the session, you should test your ability to access Zoom by going to: https://zoom.us/test

We also recommend familiarising yourself with the Unmute/Mute button, Start Video/Stop Video button and ‘Audio options’ button (from the small arrow beside the Unmute button or from the Audio & Video (tab along the top) then Speaker and Microphone Settings).

• Check your audio settings and ensure your audio is not muted and that the correct audio and playback device is selected. You can test this by playing any sound on your computer external to the Zoom session. Windows users can access this guide on adjusting and troubleshooting your audio settings here.  Apple Mac users can utilise the guide provided here.
• Try using a pair of headphones to listen to the audio, by plugging these into the USB or audio jack on your computer. Note: not all headphones include a microphone and you may need to select these as the audio output for your computer in your audio settings (please see links above for more information).

This short Youtube video offers a demonstration of how to adjust your audio settings within Webex: https://www.youtube.com/watch?v=xHsBppdb8D8

• Try leaving the meeting and re-entering.
• Disconnect from any VPN’s if you are using one.
• Try accessing the session through a different web-browser (if not using the application).

(please note the above steps apply if you cannot see anyone video in session, If you can see others, but not yourself please refer to the “I cannot see myself through my webcam” FAQ)

• Accessing you webcam is not essential for most sessions (though it is nice for others to be able to see whom they are speaking with). If you do not have access to a webcam you will still be able to participate fully in the session.
• Make sure that you have your video turned on in the session.
• Make sure your webcam is active and allowed through your firewall and security settings.
• Unplug the device, put it back in and restart the session.
• If you are using the web-based version of Zoom you may have more success using your webcam if you download the application, which can be done through your meeting invitation.