Zoom Troubleshooting and Frequently Asked Questions

Ver en Español | информация на русском языке | Xem bằng tiếng Việt

Here we provide answers to help troubleshoot common questions and technical issues with using Zoom for your appointments.

I cannot hear my provider

• Check that your device’s volume is unmuted and at an appropriate level.
• If this does not work, close out of the application and relaunch to refresh the program or webpage.

I cannot see my provider

• Make sure your provider has joined and started the meeting.
• Check that your camera is turned on, unblocked and pointed at you.
• If this does not work, close out of the software and relaunch to refresh the program.

I cannot speak to my provider

• Make sure your provider has joined the meeting.
• Check to see if your microphone is on and functioning.
• Test your speaker and video from the meeting.
• If this does not work, close out of the software and relaunch to refresh the program.

I cannot connect to my appointment

• Make sure you are on a private Wi-Fi network. You should not use a public Wi-Fi source, as it can lessen the effectiveness of the program.
• Try changing to an alternative Wi-Fi source/connection. You can also close out of the application and re-launch to refresh the program.
• If this does not resolve the issue, uninstall and reinstall the software (directions on this page).
• If you still have a problem, please call your provider's office for help or to reschedule the appointment.

I cannot find my appointment confirmation

• Search your text message inbox with the keyword “Zoom.” If you received an email confirmation, search for “Zoom” in the email body and “templehealth.zoom.us” in the meeting link.
• If you still cannot find your Zoom meeting invite text message or email, please contact your provider’s office to receive a new text or email.

How do I schedule, reschedule or cancel my virtual visit?

• If you want a visit created, changed or cancelled, please call your provider’s office or send a message to them using the myTempleHealth patient portal at my.TempleHealth.org.

Video: Instructions for using Zoom

For mobile users

For computer/tablet users