Meetings
      Back to home
      1. Help Center
      2. Meetings

      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.

      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

          join-zoom-conference

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

        join-zoom-web-conference

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

        zoom-integration

      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

        user-settings-3

      3. Click Integrations

        integration-zoom-settings

      4. Click Disconnect

      5. Click Remove Zoom Account

        remove-Zoom-account-button

      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

        zoom-account-linked-boardable

      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)

        edit-button-icon

      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-zoom-id

      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.

      Related Articles

      • Join Zoom Meetings from Boardable: learn how to join a Zoom meeting from Boardable and still use the advantages of Boardable Spotlight

      • Integrate Zoom: learn how to integrate Zoom with your Boardable account so the Zoom link is available in the Boardable meeting invitation

      • Add Zoom to Boardable Meeting: learn how to create a meeting that includes the Zoom link in the Boardable invite, whether the Zoom account is integrated or not

      • Remove Zoom Integration: learn how to disconnect the links between your Zoom account and your Boardable account

      • Boardable Video Overview: learn about Boardable's video conferencing and the features available during a meeting

      • Update Meeting Role: Learn how to change a user's meeting role, and how to change the owner of a meeting