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Zoom Integration — Troubleshooting
Zoom Integration — Troubleshooting

Learn how to see when there might be an issue with Zoom integration or Zoom's connection to a meeting, and how to fix it.

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Written by Jocelyn Gombos
Updated over 3 months ago

TABLE OF CONTENTS

I. Indications of a Problem

II. Sharing a Zoom Account

III. RESOLVE Integration Issues

IV. Invalid Meeting ID

I. Indications of a Problem

When any of the behaviors below are present, the integration between Zoom and Boardable is broken, and must be fixed as described in Section III.

Until this is fixed, there can be no working Zoom component for meeting participants to video-conference with.

These signs indicate a broken integration regardless of whether an integration is listed in user settings.

  1. Email invite for meeting does not display the Zoom link

    1. If the email does not display an actual Zoom link, the Zoom connection is broken

  2. Meeting page does not have a blue Join Web Conference button at the top of the page

  3. Zoom Integration in My Profile settings does not display an image or account information

II. Sharing a Zoom Account

The most common Zoom integration issue that is reported back to Boardable occurs when users are sharing a Zoom account.

If a Zoom account is integrated to one person's Boardable account in the organization, that person essentially has control of the Zoom account when creating Boardable meetings. If another person integrates the same Zoom account, they have now taken control of the Zoom account for Boardable meetings and the first user's connection is broken.

For the best experience of using Zoom with Boardable while sharing a Zoom account between multiple users, please add a Zoom link to the meeting without using the integration as described here.

III. Resolve Integration Issues

Only the meeting creator / owner can fix a broken integration

To view the meeting owner, navigate to the meeting page and look for the text [Meeting creator] invited you in the Meeting Details tab. The person listed in this line of text is the meeting creator / owner.

To learn how to change the meeting owner, please see Related Articles.

Please take the following steps to fix a Zoom integration.

  1. Click the grey silhouette or profile picture at the top right side of the screen; options drop down

  2. Click User settings from these options

  3. Click Integrations

  4. Click Disconnect

  5. Click Remove Zoom Account

  6. Click Integrations again

  7. Click Connect Zoom

    1. A new tab or window opens for the Zoom login prompt

  8. Log in with the username and password of the Zoom account in this new tab or window

  9. Once successfully logged in, the following will appear

  10. Return to the tab or window with Boardable open

  11. Click Meetings on Boardable's main menu panel

  12. Click the title of the meeting whose zoom component is broken, opening its meeting page

  13. Click Edit meeting info (the button showing a pencil on paper)

  14. Without changing anything, click Save and notify invitees

  15. Click Save changes

    1. The meeting now has a working Zoom component

    2. All invitees receive update notifications adding a working zoom link to their calendar invites

    3. A blue Join Meeting button is displayed on the meeting page

IV. Meeting ID Invalid

When the error message shown below appears after clicking Join Meeting from a meeting page, this means the Zoom component has been deleted from the Zoom account's settings. This can be done by anyone with administrative access to the Zoom account, even if they do not have administrative access to the Boardable account.

Invalid Meeting ID / Please check and try again.

When this happens, the Zoom component cannot be recreated through the integration with Boardable.

Instead, Zoom can be added to the meeting without using the integration. To learn how to do this, please see Related Articles.

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