Zoom Player Troubleshooting

Troubleshooting Information and Guided Steps

1. Restart your Zoom device

2. Ensure the device is connected to your network

3. Make sure the Zoom player is on the most current operating system provided by Zoom or the hardware manufacturer

4. Ensure the Zoom app (not managed by Carousel Cloud) installed on the player is fully up to date

5. Fully uninstall the Zoom app, restart the Zoom device, reinstall the Zoom app, and then set it back up again in Carousel Cloud

6. Verify that the bulletin type or function you’re trying to use on the Zoom player is supported in Carousel Cloud

   1. Supported Carousel Cloud Features

7. Watch for and record any error messages on the Zoom player when the device is powering on

8. If you’re not the Carousel Site Admin for your organization, you may need to reach out to those individuals within your organization to assist with additional troubleshooting steps as needed

9. If you are still stuck at this point, please gather the following information and then submit a support ticket to us as follows:

   1. Data Gathering

      1. Zoom device operating system version

      2. Zoom device application version (if applicable)

      3. Zoom make and model

   2. Let us know which steps you have performed and which step you are stuck on

   3. Submit a support ticket with the data you just collected using this Carousel Cloud link.